Toronto Police Service, Toronto Fire Services and Toronto Paramedic Services recognized outstanding emergency telecommunicators today during a joint awards ceremony held as part of National 9-1-1 Telecommunicators Week (April 12 to18), highlighting the critical role these professionals play as the first of the first responders and calm voices co-ordinating emergency response across the city.
This is the 26th year the City of Toronto’s three emergency services have recognized the City’s Police, Fire and Paramedic dispatchers, call takers, administrative, operations support and leadership staff, who have dedicated their careers to caring for others.
Award winners are nominated by their peers and receive commemorative trophies to recognize their achievements. This year’s award winners are:
Toronto Police Service:
Communications Operator of the Year
Recipient: Kaitlin Hain
Kaitlin Hain is recognized as Communications Operator of the Year for demonstrating exceptional skill under pressure and exemplifying teamwork and professionalism. Kaitlin maintained business continuity while calmly and effectively managing a dynamic, four‑hour call involving a suspected child abduction, applying strong critical‑thinking skills throughout the incident.
Member Impact Award
Recipient: Marina Makary
Marina Makary is recognized with the Member Impact Award for her positive impact on morale, her supportive approach to colleagues, and her commitment to promoting engagement across Communications. Created in honour of Communications Services member Kim Ferris, who passed away in 2023, the award reflects Marina’s dedication to fostering a respectful and uplifting environment, leaving a meaningful and lasting impact on those she works with.
Coach of the Year Award
Recipient: Brendan Manna
Brendan Manna is recognized as Coach of the Year for consistently going above and beyond in the training and development of new Communications members. Demonstrating strong technical expertise, emotional intelligence, and a deep commitment to mentorship, Brendan has dedicated much of his career to coaching, proactively creating innovative ways to support the growth and success of junior members across Communications.
Toronto Fire Services:
Telecommunicator of the Year Award
Recipients: Communications Staff on-duty February 15, 2025
Platoon 3 is recognized for exceptional teamwork and professionalism in managing an unforeseen and highly complex incident requiring responsibilities beyond their regular duties. During a third‑alarm, multi‑residential fire on February 15, 2025, the team expertly handled a surge of 9‑1‑1 calls, providing clear safety instructions, gathering critical information, and delivering timely updates under intense and rapidly evolving conditions, directly supporting rescue operations and an effective emergency response.
Trainer of the Year
Recipient: Kelly McNabb
Kelly McNabb is recognized as Trainer of the Year for her instrumental contributions to the quality and success of training programs through exceptional mentorship, leadership, and a sustained commitment to development of her colleagues. Kelly’s impact extends beyond technical achievements — she supports trainees with empathy and encouragement, builds confidence, fosters resilience, and strengthens the entire TFS Communications Centre through her leadership and presence.
Toronto Paramedic Services:
Call Taker of the Year
Recipient: Carla Almeida
Carla Almeida is recognized as Call Taker of the Year for her positive attitude, strong customer service skills, and dedication to supporting callers and colleagues. Since joining Toronto Paramedic Services in 2021, she has demonstrated professionalism and a commitment to learning, most recently taking on the role of Communications Training Officer.
Emergency Medical Dispatcher of the Year
Recipient: Moises Galvez
Moises Galvez is recognized as Emergency Medical Dispatcher of the Year for consistently serving as a role model, and for his advanced knowledge of communications systems and processes. Since joining Toronto Paramedic Services in 2016, Moises has demonstrated leadership and a strong commitment to supporting his team, progressing from Call Taker to Communications Training Officer and, most recently, to Emergency Medical Dispatcher.
Communications Training Officer (CTO) Mentor Award
Recipient: Liam Innis
Liam Innis is recognized with the CTO Mentor Award for creating a positive and supportive learning environment and his strong advocacy for patients, peers, and students. Since joining Toronto Paramedic Services in 2023, Liam has demonstrated leadership and pride in teaching, progressing to Communications Training Officer and Acting Senior Emergency Medical Dispatcher while serving as a trusted mentor to new Call Takers and Dispatchers.
Senior Emergency Medical Dispatcher (EMD) Leadership Award
Recipient: Justin Patriquin
Justin Patriquin is recognized with the Senior Emergency Medical Dispatcher Leadership Award for demonstrating advanced leadership skills and fostering a positive and supportive work environment. An Emergency Medical Dispatcher with Toronto Paramedic Services since 2014, Justin has shown steady leadership and a strong commitment to public safety, advancing to Senior EMD in 2021 and Acting Superintendent in 2024.
Quotes:
“Behind every 9-1-1 call is a highly skilled telecommunicator who is the first point of contact in an emergency, and during 9-1-1 Telecommunicators Week, we proudly recognize their professionalism, compassion, and dedication. Through sustained investment in staffing and training, including the hiring of 90 new communications operators in 2025, we are strengthening emergency response capacity across the city. These improvements mean faster response times and a safer city for everyone.”
– Mayor Olivia Chow
“It is an honour to recognize an extraordinary group of professionals whose work often goes unnoticed, but whose impact is immeasurable, our 9-1-1 Telecommunicators. I am grateful for the dedication, resilience, and empathy they bring to every call. Our emergency telecommunicators are the backbone of our emergency response system. The 2026 winners are the best of the best, representing Canada’s largest city and helping thousands of people each year.”
– Chief Myron Demkiw, Toronto Police Service
“Our Call Takers and Dispatchers are the critical first voice in every emergency, gathering vital information, assessing needs, and ensuring the right resources are deployed. In close partnership with our colleagues at Toronto Police and Toronto Paramedic Services, their work is essential to delivering coordinated, effective service to our communities. Today, we recognize the professionalism, composure, and dedication of Toronto Fire Services Telecommunicators and Dispatchers. Congratulations to this year’s award recipients. Your commitment to excellence does not go unnoticed, and we are grateful for the vital role you play every day.”
– Fire Chief Jim Jessop, Toronto Fire Services
“Toronto Paramedic Services’ Emergency Medical Dispatchers and Call Takers are a vital lifeline for our community, providing calm, and compassionate support during critical moments. The 2026 Tri-Service Telecommunicator Awards reflect the professionalism and dedication demonstrated by our Services’ emergency telecommunications staff, and I am proud of the invaluable role they play in keeping Toronto healthy and safe, every day.”
– Chief Bikram Chawla, Toronto Paramedic Services
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