By: Aly Pickett
The third annual Golden Headset Awards have come and gone, honoring the extraordinary dedication, skill and compassion of public safety telecommunicators across the US. This year, we received an incredible number of nominations, making the selection process tougher than ever. After careful deliberation, during NPSTW (April 13-19) we were thrilled to announce the 2025 winners who went above and beyond in their roles.
Join us once more in celebrating these heroes—each a shining example of professionalism and resilience. Below are highlights of their achievements, but to explore their inspiring stories in full, click here.
Most Inspirational
Milicent Kim & Shannon Polito, Dispatchers – Sunnyvale DPS, California
Founders of the Dispatch Collective, they’ve built a wellness community for dispatchers, hosting hikes, paint nights and bingo to uplift peers across agencies. Read the full nomination.
Outstanding Rookie
Fiona Harrison, Public Safety Telecommunicator – Mobile County Communications, Alabama
In just eight months, Fiona became the “calm in the chaos,” steadying her classmates during training and radiating positivity under pressure. Read the full nomination.
Outstanding Team Leader
Jami Drake, Deputy Director – Wayne County E911, West Virginia
With over 20 years of service, Jami has transformed her 9-1-1 center into one of the region’s best. From overseeing critical system upgrades to mentoring staff, her leadership ensures seamless operations—even arriving before dawn to support her team. Read the full nomination.
Outstanding Mentor or Trainer
Natalie Russell, 911 Dispatcher & CTO – Gallatin County 911, Montana
Natalie has dedicated over 1,056 hours to training new dispatchers, mentorship and fostering teamwork by organizing. Her calm guidance shapes the next generation of telecommunicators. Read the full nomination.
Outstanding Telecommunicator (Co-Winner)
Isabella Kimball, Dispatcher – UC Irvine PD, California
During a suicide crisis, Isabella’s swift actions saved a student’s life—all while managing multiple high-stress calls with unmatched composure. Read the full nomination.
Outstanding Telecommunicator (Co-Winner)
Amy Cole, Dispatcher – Franklin Police Department, Ohio
Amy’s relentless pursuit of a missing juvenile led to a critical breakthrough, reuniting the child with safety and exemplifying tenacity beyond jurisdiction. Read the full nomination.
Outstanding Emergency Communications Team (Co-Winner)
Waupaca County Sheriff’s Office – Wisconsin
Facing a 17-day CAD system outage during peak season, this team adapted with creativity and grit, using paper maps and Google Sheets to keep responders and the community safe. Read the full nomination.
Outstanding Emergency Communications Team (Co-Winner)
Crawford County 911 – Missouri
When floodwaters invaded their center, dispatchers evacuated through rushing water, set up operations in a parking lot, and maintained service for 36 days from a tiny trailer—proving their unshakable dedication. Read the full nomination.
A Standing Ovation for the Unsung Heroes
Behind every call for help, there’s a calm voice waiting to answer. Behind every emergency, there’s a team working tirelessly. This year’s Golden Headset Award winners remind us that heroism isn’t always visible—it’s in the quiet resolve of a dispatcher’s voice; the midnight shifts and the split-second decisions that save lives.
To all of our participants: Thank you. Your work doesn’t just answer calls—it upholds the very fabric of public safety. And to every telecommunicator reading this: Whether your name is on an award or not, know that what you do matters. Deeply.
Join us in honoring these remarkable professionals by reading their full stories here or check out the full list of nominees here. Their dedication inspires us all to rise to the occasion.
Keep an eye out next year for the 2026 Golden Headset Awards call for nominations. Who will you nominate?
