Winner: Isabella Kimball, Dispatcher (Co-Winner)

Location: University of California Irvine PD, California

Dispatcher Kimball’s expertise as a dispatcher is evident in her ability to adeptly manage the dual responsibilities of primary radio operations and call-taking positions simultaneously. She possesses remarkable multitasking abilities excelling in handling busy radio traffic and seamlessly navigating between multiple screens to respond to patrol requests efficiently and effectively.

A testament to her outstanding abilities occurred on January 22, 2025, at 1:06 a.m. when Dispatcher Kimball received a 9-1-1 transfer call from a Suicide Prevention Center. The call concerned a distressed student threatening to jump from a campus parking garage. Despite working alone at the time Dispatcher Kimball immediately dispatched officers to the scene. Her swift and precise actions allowed officers to locate the individual and establish communication ultimately persuading the student to step down from the ledge to safety.

During this critical incident Dispatcher Kimball remained composed and resourceful juggling additional responsibilities with unwavering focus. She managed numerous callouts while fielding non-emergency business allied agency and 9-1-1 calls for both the campus and the Medical Center. Concurrently she handled another complex situation involving a 9-1-1 call from a female reporting a verbal altercation with an intoxicated male friend followed by a second call from the other involved party. Dispatcher Kimball expertly managed these in-progress calls and maintained clear concise communication with units on the radio.

Throughout these incidents Dispatcher Kimball demonstrated exceptional poise and professionalism. She kept all units updated with critical information coordinated perimeter coverage and ensured the safety of responding officers and the public. Her calm demeanor under pressure exemplifies the qualities of an exemplary dispatcher and sets a standard for her peers to emulate.

Nominated by: Pauline Soria, Dispatch Supervisor

Winner: Amy Cole, Dispatcher (Co-Winner)

Location: Franklin Police Department, Ohio

On August 15, 2024, Dispatcher Amy Cole received a call from the Middletown Police Department regarding a missing juvenile who was believed to be in the City of Franklin. The young girl was in the company of a wanted adult suspect who was not her legal guardian. Although Franklin police officers were unable to initially locate the juvenile Dispatcher Cole’s commitment did not stop there.

Even though Franklin had no direct jurisdictional authority in the case Dispatcher Cole continued to dig deeper determined to find additional information that could assist in the search. Her perseverance paid off when she discovered a new phone number for the suspect a crucial detail unknown to investigators at the time. With this new information law enforcement was able to track the suspect and successfully recover the missing juvenile bringing her to safety.

Franklin Police Chief Adam Colon who initiated the award expressed his admiration for Dispatcher Cole’s dedication: “Amy’s tenacity and quick thinking directly contributed to saving this young girl’s life. Her actions go beyond the call of duty and demonstrate the true meaning of public service. She exemplifies the best of what our department stands for.”

Dispatcher Cole’s actions reflect not only on her character but on the professionalism and excellence of the Franklin Division of Police. Her relentless pursuit of justice even outside her immediate responsibilities underscores the importance of determination and compassion in the public safety profession.

The suspect from this incident was arrested the next day after Franklin officers located him driving on I-75. A multi-jurisdictional pursuit ensued and ended after a SWAT stand-off that resulted in the suspect driving his truck into a train. He was arrested and subsequently indicted.

Nominated by: Adam Colon, Chief of Police

Winner: Natalie Russell, 911 Dispatcher and Communications Training Officer 

Location: Gallatin County 911, Montana

As a Communications Training Officer (CTO) and Dispatcher Natalie plays a pivotal role in supporting community members as well as police fire and EMS personnel by carrying out essential tasks in emergency and non-emergency call-taking radio dispatching and documentation through the Central Square CAD system. Her responsibilities include screening and prioritizing calls accurately documenting both phone and radio communications processing and confirming NCIC queries and effectively responding to a wide variety of emergency situations.

Additionally, Natalie is responsible for maintaining her minimum qualifications through the Montana POST Council as well as upholding a range of certifications including Tactical Dispatch Emergency Medical Dispatch Emergency Fire Dispatch CPR and Communications Training Officer. She also completes required in-house training on policies and procedures and collaborates with partnering agencies to prepare for large-scale events such as active shooter situations.

As an active member of the Gallatin County 911 Tactical Dispatch Team Natalie volunteers for overtime shifts to provide support during large-scale emergency incidents and significant events at the local university. Moreover, as a Communications Training Officer Natalie is tasked with training new dispatchers while simultaneously performing her daily responsibilities.

Natalie began her career as a 9-1-1 dispatcher in September 2019 marking her first role as an emergency responder. She demonstrated exceptional dedication and quickly advanced through her training seizing every opportunity to enhance her skills and become proficient in handling responsibilities as a solo dispatcher. Natalie is always looking for ways to advance in her professional development and advance her career in 9-1-1 dispatching.

Natalie is highly trained in all roles on the dispatch floor proficiently operating all functions and stations which allows her to assist wherever needed. She consistently volunteers for overtime to help cover shifts and serves as a tactical dispatcher responding to both emergency incidents and events at the local university. Over her five and a half years with the agency Natalie has shown exceptional dedication to her role rarely calling off due to illness even when not feeling her best.

When there is a personnel shortage on the dispatch floor Natalie consistently steps up to support her team by answering radio traffic or taking phone calls allowing her colleagues to focus on their own responsibilities. She is proactive in ensuring the team functions smoothly and is not hesitant to communicate when additional support is needed fostering a collaborative and team-oriented environment.

It doesn’t stop there; in the past year Natalie has not only completed her own shifts but has also trained new dispatchers in emergency and non-emergency call processing fire and medical dispatching and law enforcement dispatching contributing 1,056 hours—equivalent to 26 weeks of training. She actively facilitates networking opportunities for new hires by helping them connect with co-workers and partnering agencies including recommending ride-along experiences. Natalie recognizes the importance of these connections in helping new dispatchers integrate into the team and gain a comprehensive understanding of their roles.

Additionally, Natalie participates in community events such as National Night Out and job fairs at local high schools where she helps demonstrate the vital work of dispatch and fosters connections with the public. Through these efforts she actively engages with the community she serves strengthening the relationship between the 911 center and the public.

Natalie’s willingness to contribute and her openness in encouraging others to do the same help maintain a strong efficient team dynamic. Her commitment to excellence as both a dispatcher and a team player was formally recognized when she was named Telecommunicator of the Year last year at our agency as well as Telecommunicator of the Year for Montana APCO.

Natalie consistently demonstrates exceptional knowledge of the 9-1-1 dispatch profession with a deep understanding of the critical responsibilities required in emergency communications. She is highly proficient in all aspects of dispatch including both emergency and non-emergency call-taking and radio dispatching. Her extensive training and experience allow her to effectively manage a variety of situations from routine calls to high-stress emergencies.

Natalie’s flexibility in task assignments is evident in her ability to seamlessly adapt to any role on the dispatch floor. Whether stepping in to cover shifts during personnel shortages answering radio traffic or assisting colleagues with phone calls she consistently steps up to ensure that the team operates smoothly and efficiently.

One notable example of how Natalie goes above and beyond is her voluntary involvement in training new dispatchers. Her commitment to supporting the professional development of new team members not only enhances the department’s overall effectiveness but also demonstrates her leadership and dedication to contributing beyond her daily responsibilities.

Additionally, Natalie has frequently worked built-in overtime and volunteered for extra shifts to ensure proper dispatch floor coverage. When other trainers were absent due to vacations, she stepped in to train their trainees ensuring valuable time was not lost. Natalie also actively identifies gaps in training and readily offers additional support to trainees who need closer guidance. With a positive outlook on trainee success she continuously contributes to the development of the training manual and other resources designed to help new dispatchers succeed.

Natalie plays an instrumental role in instructing mentoring and nurturing trainees helping them fulfill their potential as 9-1-1 dispatchers. She approaches her mentoring with patience and dedication recognizing the importance of creating a supportive learning environment where trainees can thrive. Natalie provides clear actionable guidance and sets clear expectations for performance ensuring that each trainee understands what is required to succeed in their role. Natalie provides an objective Daily Observation Report (DOR) after each shift clearly outlining the trainee’s areas for improvement as well as the actions they should continue to take to succeed. She ensures that feedback is constructive offering specific guidance on how to enhance performance while reinforcing the behaviors and skills that contribute to success. This consistent clear feedback helps trainees develop their abilities and build confidence in their role.

She consistently provides timely and constructive feedback highlighting both areas of success and those that require further attention. Her feedback is always delivered in a way that is both encouraging and developmental helping trainees understand their strengths while offering practical suggestions for improvement. Natalie’s ability to assess individual progress and offer tailored support allows trainees to grow at their own pace while meeting the expectations set for their role.

In addition to her formal training responsibilities Natalie models a culture of continuous learning by providing ongoing mentorship and encouragement. She makes herself available to trainees for additional guidance ensuring they feel confident in their skills and ready to take on the challenges of the dispatch floor.

Natalie goes above and beyond in fostering a sense of community and camaraderie among her trainees. She takes the time to invite them to group outings such as hikes or trips to the hot springs providing an opportunity for trainees to bond with fellow dispatchers outside of the work environment. Even with brand-new trainees Natalie is always willing to extend an invitation helping them integrate into the team and get to know their colleagues both on and off the dispatch floor.

Although Natalie is not a supervisor, she consistently demonstrates the qualities that are essential for effective leadership. Her willingness to nurture and support her colleagues reflects a high level of professionalism and a deep commitment to the well-being and success of the team. Her proactive involvement in their development has a lasting impact on the effectiveness of the entire team.

Natalie’s exceptional dedication to the growth and development of new dispatchers makes her an ideal candidate for the Zetron 2025 Outstanding Mentor or Trainer of the Year Award. Since joining Gallatin County 911 in 2019 Natalie has consistently demonstrated outstanding professionalism knowledge and commitment to her role. She has played a pivotal role in training new dispatchers dedicating over 1,056 hours in the past year alone and has become an integral part of the department’s training program.

What sets Natalie apart is her ability to provide not only technical training but also mentorship that fosters a sense of belonging and teamwork among new hires. She is always willing to go above and beyond by offering constructive feedback guiding trainees through difficult scenarios and ensuring they feel supported both on and off the dispatch floor. Her consistent efforts to invite trainees to team-building activities—such as hikes and social gatherings—help them build meaningful relationships with their colleagues which is essential in a high-pressure environment like emergency communications.

Natalie is someone who strives to improve with each person she trains. She works diligently to ensure that trainees stay consistent and develop into the best dispatchers possible. Her commitment to their growth ensures they not only meet but exceed expectations in their role.

In addition to her training duties Natalie is a role model for professionalism and adaptability. She steps up whenever there is a personnel shortage offers overtime and continually seeks opportunities for professional growth whether attending conferences or participating in ride-alongs with partnering agencies. Her contributions extend beyond the training influencing the culture of all of Gallatin County 911 in positive ways.

Natalie’s leadership dedication to developing the next generation of dispatchers and her commitment to excellence in every aspect of her role make her a deserving candidate for this prestigious award. She not only excels in her technical training abilities but also embodies the values of collaboration professionalism and empathy—qualities that are essential for an outstanding emergency communications trainer. Her passion for her work coupled with her tireless efforts to improve the skills and confidence of new dispatchers exemplifies the high standards of the profession and makes her an invaluable asset to Gallatin County 911 and the greater emergency communications community.

Nominated by: Delaware Steingruber, Training Manager

Winner: Jami Drake, Deputy Director

Location:Wayne County E911, West Virginia

Jami is a self-motivated team-oriented leader who has been with us for over 20 years. Starting as a dispatcher she has steadily advanced through roles such as shift leader, supervisor, training officer and now serves as our Deputy Director. Her leadership has been instrumental in transforming our 911 center into one of the best in the region.

In the past four years Jami has overseen the complete replacement of our IT Network, CAD System, Radio Network (including an upgrade to our Zetron Console) and the installation of a new building-wide UPS System. Despite the challenges she has ensured we never faltered, working closely with supervisors and staff to develop effective contingency plans.

Jami is always the first to arrive at the office, often before the night shift departs at 6:00 AM, to ensure a smooth transition and readiness for the day shift. She is quick to lend a hand during busy times, donning a headset to help out while also ensuring everyone is performing at their best.

Recently Jami’s dedication has been recognized by the West Virginia E9-1-1 Council, inviting her to serve on the state conference committee. She is also an active member of the state NENA chapter, tirelessly working to bring quality training opportunities to our 911 center and the entire state of West Virginia.

Jami’s exceptional work ethic, selfless attitude, teamwork skills and commitment to enhancing West Virginia’s state-wide E911 Network make her an outstanding candidate for this nomination. I am proud to nominate Jami Drake.

Nominated by: BJ Willis, Director of Wayne County E911

Winner: Waupaca County Sheriff’s Office (Co-Winner)

Location: Waupaca County Sheriff’s Office, Wisconsin

For 17 days during the summer of 2024 our Telecommunicators faced an unprecedented challenge that tested their resilience and ability to perform under extreme pressure. Our county experienced a major network disruption, causing us to lose access to our Computer-Aided Dispatch (CAD) system, emails and all the essential electronic resources we rely on daily. This disruption occurred during our busiest season when thousands of visitor’s flock to our county to enjoy its natural beauty and serenity. Not only was this a huge setback for our team but it also occurred at a critical time when public safety demands were at their peak.

The nature of the 9-1-1 Dispatcher role is already one of extreme stress and these added challenges pushed our team to their limits. Yet despite these adversities our team did not falter. Instead, they rose to the occasion with remarkable strength, skill and creativity. They demonstrated incredible teamwork, adapting quickly to new circumstances and developing alternative ways to continue their work with efficiency and safety.

In a testament to their resilience our dispatchers—many of whom had never worked without technology before—turned to traditional methods, drawing on the expertise of our veteran team members to support the newer staff. Our Patrol Lieutenant collaborated with the dispatchers to develop Google Sheets and forms to track incoming calls, manage police, fire and EMS units and ensure proper time stamps. We utilized paper maps to identify jurisdictions, crossroads and other essential information that we typically rely on our digital resources for. Through it all the safety of our community and first responders remained intact, and the public was largely unaffected by the disruption.

This situation was anything but typical, yet our team answered every call, kept responders safe and showed unparalleled tenacity and grace in the face of overwhelming circumstances. They demonstrated exceptional leadership, creative problem-solving and unwavering support for one another. I am incredibly proud of the way they responded, and their collective strength was summed up perfectly by Sergeant Karpinski who remarked “It made us stronger as a team and we can conquer the world.”

The opportunity for our team to be recognized for this extraordinary display of professionalism and dedication would mean the world to them. It would serve as a reminder of just how remarkable they are and how much pride they should take in their work. As their leader I am honored to work alongside such a dedicated, passionate and skilled group of individuals and I would be thrilled to see them receive the Golden Headset award for their exceptional performance.

In addition to their ability to manage without technology our dispatchers also ensured the safety of responders in high-risk situations. They coordinated closely with surrounding counties to handle TTY calls, warrant confirmations and protection order entries. They also relied heavily on partnerships with our District Attorney’s office to ensure all warrants and protection orders were processed accurately and efficiently. Despite the chaos and challenges of the situation our team never lost focus on the safety and wellbeing of our officers, responders and community members.

I wholeheartedly recommend our team for the Outstanding Emergency Communications Team award. Their resilience and dedication during one of the most challenging times our department has faced are truly deserving of recognition.

Nominated by: Kelly Yewer-Jones, Communications Captain

Winner: Crawford County 911

Location:Crawford County 911, Missouri

On November 5, 2024, at approximately 2:00 a.m. flood waters were inundating the Crawford 911 Communications Center. Torrential rain over a short period of time caused a local creek to put two feet of water on the outside of the building and three inches of water inside the comm center.

Dispatchers evacuated by wading through two feet of water to their vehicles. They set up temporary operations in a nearby grocery store parking lot due to the town streets being flooded and impassable.

After a few hours flood waters receded enough for the dispatch team to escape the valley to a nearby town’s police station parking lot. From there a command vehicle from a neighboring county was brought in for the 9-1-1 agency to operate.

Two days later a communications trailer was turned up and online in the flooded 9-1-1 buildings parking lot. For thirty-six days the dispatch team conducted business from this tiny trailer. An RV was rented for an employee space. After the quick remodel of the flooded 9-1-1 space, operations were moved back into a climate-controlled environment.

The devotion to duty and resilience of the Crawford 911 team is nothing short of remarkable. I am nominating them for Team of the Year as a whole.

Special mention of Crawford County 911 team members specific contributions:

Michael Barr (Supervisor Crawford County 911)—Led evacuation during a flood, ensuring continuity of operations.

Supervisor Barr, who was off duty, responded to assist evacuate the two dispatchers who were sitting in water inside the comm center. He grabbed portable radios, cell phones, the therapy dog and the two dispatchers and hand in hand they evacuated the building through the two feet of rushing water. They egressed to their personal vehicles (which he had moved to high ground an hour earlier in anticipation of the rising water) and drove to high ground in a neighboring grocery store parking lot.

Supervisor Barr’s quick action and devotion to duty during a time of crisis is commendable.

Nadja Traxel (Dispatcher Crawford County)—Maintained 9-1-1 operations while pregnant during the flood.

Telecommunicator Nadja Traxel was on duty handling 9-1-1 calls and radio traffic as the flood waters rose up around her. Despite the danger and uncomfortable circumstance, she did not abandon her post. Despite the outdoor conditions, which were poor at best, Nadja, and her teammate continued to dispatch.

Nadja Traxel’s devotion to duty during a time of crisis while pregnant is commendable.

Rachel Counts (Dispatcher Crawford County)—Maintained 9-1-1 operations during the flood.

Telecommunicator Rachel Counts was on duty handling 9-1-1 calls and radio traffic as the flood waters rose up around her. Despite the danger and uncomfortable circumstance, she did not abandon her post.

Rachel Count’s devotion to duty during a time of crisis is commendable.

Nominated by: Brad England, Director

Winners: Milicent Kim & Shannon Polito, Dispatchers

Location: Sunnyvale Department of Public Safety, California

I would like to nominate Shannon Polito from Santa Clara County Communications and Millie Kim from Sunnyvale Department of Public Safety for the Most Inspirational award for their efforts in starting the Dispatch Collective.

The Dispatch Collective was created with a goal of creating a safe space for dispatchers across the county to connect with each other and introducing dispatchers to different wellness activities. To spread the word, they created social media accounts sent emails AND went to each PSAP in the County to meet with folks.

Since the Dispatch Collective started last year, they have hosted a booth at San Jose PD’s sponsored wellness day in San Jose hosted a hike at Rancho San Antonio County Park hosted a bingo night in December and a paint night. These events have helped foster a community across the county. Dispatchers from different agencies have been able to meet each other have fun and share these events with their families. We always talk about the importance of wellness and Millie and Shannon are not only talking about it but creating a space for dispatchers to come together. They do this on their own time and resources because they truly want to take care of 911 professionals.

Nominated by: Marianne Siu, Communications Manager

Winners: Fiona Harrison, Public Safety Telecommunicator

Location: Mobile County Communications, Alabama

Public-Safety Telecommunicator Fiona Harrison restructured her life and started her career with the Mobile County Communications District – 911 in June of 2024. Now just eight short months later it’s hard to illustrate the extreme impact that Fiona has had on this center. From the outset of her career PST Fiona Harrison has proven herself to be a visionary in her approach to communications a true asset in her ability to embody the idea of becoming the “calm in the chaos.”

As often as I’ve uttered the words to new hires and during training sessions, I’ve never seen anyone embrace its meaning as efficiently has Fiona. Fiona stays calm stays cool stays collected—no matter the stress around her. And her calm seeps into all of those around her. Fiona has shown an unwavering commitment to her professional growth since entering the field always ensuring that she asks questions when she doesn’t understand and actively seeks out training opportunities as often as possible.

In October, Fiona attended a New Hire Orientation and APCO PST Certification course with several other PST New Hires. Throughout the class some students started to become overwhelmed with the amount of information they were being given. Some of Fiona’s peers started to openly consider defeat giving into their own anxieties and losing hope. Fiona wouldn’t allow it. Fiona as a new hire herself made the effort to address each negative defeatist comment she heard during class and spin it around to have a positive impact. Fiona helped her classmates stay calm even when facing testing; she helped them find the silver linings when they were struggling to stay positive; and she did it just because that’s who she is.

Fiona IS the calm in the chaos. Beyond handling the chaos herself Fiona has become a steadying influence for her peers—boosting morale and soothing stresses on every team with which she works. Recognizing PST Fiona Harrison with the 2025 Zetron Golden Headset award would not only honor her impressive achievements but also encourage the next generation of communicators to follow in her footsteps. She deserves greatly to receive this honor.

Nominated by: Dakota Vest-Wright, ENP, Training Coordinator & CALEA Accreditation Manager