Winner: Shoshone County Sheriff Office ECO Team

Location: Idaho – US

This Dispatch Team is comprised of a Director, a Supervisor, six Emergency Communication Officers (ECOs), and one reserve ECO. We have been fully staffed for about 5 years, and in today’s work climate, that in itself is a good testament to this team. The atmosphere starts with the leadership and permeates the entire group. This team values the components that are successful, and we care for each other.

A team in the dispatch world is not held together by untested rope, huge knots, and hope. Hope that when something major happens the rope will hold. It is a series of many, many tiny knots that, when woven together, makes for a wonderful garment. Beautiful, strong, and functional. It means recognizing the strengths of each member and helping them to succeed. Our team does many of the little things so that when the major tests come, we know that the rope will hold.

Here is an experience that we had a few months ago, demonstrating how our teamwork shined under duress:

On December 26, 2025, at 14:29, an active shooter entered the public lobby of the Shoshone County Sheriff Office in Wallace, Idaho. He was armed with a shotgun, a long gun, and two handguns. He used the shotgun to shoot the inner door of the lobby and a citizen contact window inside the lobby, which was a few feet away from the dispatch center. One of our ECOs attempted to secure the ECC and was unable to. Her partner began to alert law enforcement responders of the threat by use of the radio. He also fired his weapons at other personnel. The armed assailant continued to fire his guns. He shot up the lobby, breaking glass and damaging the interior, as well as neighboring buildings, vehicles, and property.

The ECOs quickly evacuated the ECC, along with jail staff, into the jail through two steel doors and continued to dispatch throughout most of the event from the secure location within the jail. They provided suspect movements in real time through security cameras in the facility and maintained radio communication with responders.

The Communications Director and several other ECOs responded to the scene within minutes of the start of the event. They were staged at different locations as the event unfolded. The Director diverted all incoming phone calls to a neighboring agency and provided additional camera support to the IC while communicating other pertinent information to responders. These team members willingly offered of themselves to support, comfort, and strengthen their cadre once they were evacuated. They too remained on scene for the entirety of the event.

The assailant engaged in gunfire with law enforcement as soon as they arrived on scene. During the event, some of the safety glass of the ECC was compromised while law enforcement was staging there, and glass showered the ECC and injured the officer. Two members of the public were also injured, along with the law enforcement officer. The wounded law enforcement officer was the fiancé of one of the ECOs. Nearly two hours into the event, the suspect was eliminated in the entryway at 16:15.

Once the evacuation was complete, the Dispatch Supervisor, who was one of the ECOs that was in the ECC during the shooting, along with the Director, were some of the first ones into the building and ECC to retrieve items necessary to set up a temporary communications center. They stayed afterward to help organize and set up the mobile communication van for temporary dispatching. The other two ECOs volunteered to dispatch from the vehicle throughout the night. Later in the evening, they also volunteered to enter the ECC, braving the carnage and destruction to help clean up the ECC and get it operational. They would not be deterred. The Director stayed on scene throughout the entire event and into the next day to provide support and care for his team.

The entire team stepped up as well in covering shifts, comforting, and supporting each other through the immediate trauma and the days and weeks afterward. Many of our team members also visited nearby ECCs with flowers and cards to show their appreciation for their support and assistance during the event. We recognize that we are part of a larger team and that we need each other to succeed. The efforts of this team demonstrated the willingness and fortitude to confront any situation. They showed determination and acted honorably by continuing to dispatch and not leaving their post throughout the event. They also exemplified the qualities of courage and resolve despite fear, anxiety, and adversity, representing their agency and the community that they serve to the highest degree.

The Emergency Communication Officers of Shoshone County, Idaho, are exemplary candidates of this honor.

Nominated by: Casey VanBuskirk, Communications Director, Shoshone County Sheriff Office

Winner: Jaclyn Higgins, Dispatcher

Location: University of California Irvine PD – California, US

Jaclyn joined the University of California, Irvine Police Department (UCIPD) Dispatch Team in September 2022. With over a decade of law enforcement experience, she quickly established herself as a highly respected and integral member of the dispatch center. In just a few short years at UCI, Jaclyn has developed a deep understanding of the “UCI way” and consistently exceeds expectations in job knowledge, initiative, and performance.

Jaclyn’s impact on field operations is extraordinary, particularly through her skilled use of the campus camera system. She has assisted officers in more than a dozen incidents involving the location of bicycle and scooter theft suspects by carefully monitoring cameras and providing real-time updates on suspect movements. In one notable incident, officers needed assistance identifying a transient individual who had been sleeping in a lactation room on campus. Jaclyn tracked the subject’s movement on camera and guided officers directly to his location.

Her ability to use available tools to locate and identify individuals has proven critical in several cases. During a welfare check where the reporting party did not have the subject’s full name or date of birth, Jaclyn successfully located the necessary information to enable officers to find the individual and ensure their safety after self-harm comments were reported.

Jaclyn also demonstrated exceptional follow-up and dedication in a case involving a subject reported for possible harassment of a staff member. She spent time during her work week reviewing camera footage to determine if the individual had prior contact with the department. While off duty and on campus, Jaclyn recognized the subject and immediately called into dispatch to report his location. Officers responded, made contact, and completed a Field Interview. Later that month, the same individual was reported again and was subsequently arrested for sexual assault. Jaclyn’s attentiveness, memory, and commitment to detail played a key role in the successful identification and intervention in this case.

Beyond incident response, Jaclyn is a leader within the dispatch center. She assists new hires by creating memorization practice tests, developed a meaningful 10-7 script to honor a retiring Sergeant, and ensures dispatchers are kept informed by relaying important information shared during field briefings. She has also been mentoring a department student worker, helping build the skills and confidence needed to pursue a future role as a dispatcher.

Jaclyn actively supports the professional growth of others. While attending a CalNENA conference a few years ago, a CHP Sergeant personally expressed appreciation for Jaclyn’s knowledge and guidance regarding Public Duty Doctrine and Special Relationships, noting how helpful and well-informed she was.

She continually looks for ways to improve operations and efficiency within the center. Jaclyn has made valuable recommendations on how information is logged and how locations are entered into RIMS. She independently organized and streamlined dispatch desk files for a cleaner, more efficient workspace. She has updated the dispatch cell phones with accurate contact information and even took the initiative to contact UCI Anteater Express after noticing incorrect hours posted on their website.

Jaclyn treats the dispatch center as if it were her own. She takes pride in maintaining a clean and organized workspace, never hesitating to vacuum or dust when needed. She is known for her teamwork, frequently trading shifts to support coworkers, even when it means working additional weekends and holidays.

In recognition of her exceptional work, Jaclyn was selected for the Illuminate 911 Excellence Award for her efforts in assisting with the recovery of numerous stolen scooters and bicycles on campus.

Jaclyn’s dedication, expertise, professionalism, and genuine care for both her coworkers and the community she serves make her an outstanding candidate for Telecommunicator of the Year. She represents the very best of what a public safety dispatcher should be, and her contributions have had a lasting and meaningful impact on UCIPD operations.

Nominated by: Pauline Soria, Dispatch Supervisor, University of California Irvine PD

Winner: Dawn Harris, Emergency Dispatcher II

Location: Edmond Emergency Communications – Oklahoma, US

I nominate Dawn Harris for the Golden Headset Award for Outstanding Mentor or Trainer. Dawn has nearly 15 years of service with the City of Edmond and has been a great asset to our training program and to the many new employees she has successfully guided into this profession.

What sets Dawn apart first is her depth of knowledge. She knows policy thoroughly and, more importantly, understands how to apply it in real-world situations. She is highly skilled at dispatching and leads by example every time she sits at a console. Her trainees do not just learn policy with Dawn; they learn how to think, analyze, and perform with confidence under pressure.

Equally impactful is Dawn’s ability as a mentor. She has a rare gift for teaching. She explains complex concepts clearly and ensures her trainees truly understand the “why” behind the work, allowing them to apply their knowledge effectively in live situations. She builds confidence, not just competence.

Dawn also brings a broader perspective to her role. Having served on numerous committees and actively promoting the Emergency Communications profession, she understands the history, challenges, and evolving standards of our industry. She is deeply passionate about what we do and intentionally works to instill that same pride and professionalism in every new hire she trains.

Her commitment to mentorship extends beyond our center. Dawn has begun developing a formal mentorship program and mentorship class, with the goal of teaching at state and national conferences. She has already presented this class at a regional training, sharing her expertise and elevating standards beyond our own department. Her influence reaches far beyond the walls of our communications center.

Dawn’s support for her team is equally remarkable. She consistently shows up during critical incidents, even when she is not scheduled to work, offering assistance so on-duty staff can take a moment to decompress. She checks in on her team regularly, ensuring their well-being, and she is quick to recognize and celebrate the accomplishments of others. She lifts people up, often quietly and without seeking recognition for herself.

Dawn sets an extraordinary example of professionalism, compassion, and dedication. The many employees she has trained speak highly of her impact on their careers, and our department is stronger because of her commitment to excellence in mentorship. For her knowledge, her leadership in training, her passion for the profession, and her unwavering support of her team, Dawn is exceptionally deserving of the Golden Headset Award for Outstanding Mentor or Trainer.

Nominated by: Jamy Inglett, Training & Compliance Supervisor, Edmond Emergency Communications

Winner: Lara Gibson, Emergency Call Taker

Location: London Ambulance Service – UK

In September last year, Lara took a call from the mother of a 15-year-old patient in cardiac arrest. Her caller was understandably distraught, but Lara’s management of the call was exceptional. She remained calm and confident while navigating conflicting information from multiple parties on scene, managing the caller’s distress, and, despite a very emotionally charged and difficult scene, she successfully coached the caller through CPR instructions. Her control of the call, caller, and scene while delivering life-saving instructions and ensuring information was updated for dispatch and road crews was exemplary.

This is just one example of Lara’s continuing dedication to her craft. She is consistently one of my best members of staff. Despite her own personal difficulties, she has always maintained high standards of compliance to protocol, always shows care and compassion for her patients, supports her colleagues, and is always happy to assist the leadership team with whatever is needed. She has successfully trained new call handlers to an excellent standard, taken on additional duties around the control room, and has always been keen to develop herself and those around her.

Lara is a shining example to everyone on the team and is sorely deserving of recognition for her constant hard work.

Nominated by: Owen Jenkins, Performance Manager Call Handling, London Ambulance Service

Winner: Kim Lettrick, Communications Manager

Location: Southeast Communications – Washington, US

I am honored to nominate Kim Lettrick for the Golden Headset Award. Kim began her career as an emergency communications telecommunicator on October 12, 1987, and has remained with the same organization ever since. Throughout her career, she has held nearly every position imaginable: call taker, dispatcher, lead, trainer, supervisor, training supervisor, and now SECOMM Manager. None of these roles, or the transitions between them, come without challenges, yet Kim has always faced each one with calmness, respect, and professionalism.

Kim listens deeply and leads with intention, always aware of how her actions impact those around her. She is quick with a smile and often brings laughter into even the most stressful moments. Like many in this profession, Kim began her journey in the basement of a government building. Over the years, she has navigated countless organizational changes, professional milestones, and both personal and professional challenges. Through each phase, she has demonstrated unwavering humility, resilience, and kindness.

From the very beginning, Kim has been a natural leader. Before formal policies and guidelines existed at her center, she spent long nights and days creating structure and resources to support new dispatchers entering the profession. She worked tirelessly through the transition from that basement to the facility where her dispatch center still resides today.

I was fortunate enough to cross paths with Kim when I began my own career as a dispatcher on September 11, 2006. My first year was incredibly difficult. English was not my first language, and the learning curve felt overwhelming for a young woman trying to find her place. But Kim never gave up on me. She gave me room to struggle, recover, and grow. I learned to love this profession because of her.

As Training Supervisor, she helped shape my path to becoming a Certified Training Officer, Lead, and eventually Supervisor. Even today, although I work in a neighboring county, it was Kim’s support and encouragement that gave me the confidence to apply for the manager position I now hold.

Kim has become a beacon of light for our profession. What truly sets her apart is a vision she turned into reality, one that will forever impact Washington’s 911 community. Kim dreamed of providing dispatchers with access not just to wellness training, but to a genuine retreat: a place with no cell service, surrounded by nature, offering 3–4 days of rest, reconnection, and choice-based activities. Through conversations and collaboration with the Washington State 911 Coordination Office, Kim secured funding to bring this dream to life. In Fall 2025, Washington held its very first CAMP911, offering dispatchers a unique opportunity to disconnect and focus on their mental, physical, and emotional well-being. The retreat was such a success that the state has committed to funding two retreats each year. Kim pursued this initiative selflessly, seeking nothing for herself, driven purely by her desire to leave the 911 profession better than she found it. CAMP911 is becoming her legacy beyond the comm room.

Kim leads with a true servant’s heart, always putting others before herself and never seeking recognition. She is someone whom countless people across her center and the state trust and lean on for guidance, experience, and steady support. I hope this nomination reflects even a portion of the impact she has made on so many lives, including my own. Kim has been a guiding light in our profession for decades, and there is no one more deserving of this award.

Nominated by: Esther Click, Manager, WESCOM

Winner: Mary Tynes, Emergency Communications Supervisor

Location: Edmond Emergency Communications – Oklahoma, US

I nominate Mary Tynes for the Golden Headset Award for Outstanding Telecommunicator Team Lead. In her nearly six years with the city, and a little over one year as a supervisor, Mary has proven herself to be an exceptional leader, mentor, and example of professionalism for our department.

Before promoting to supervisor, Mary received several commendations for her performance as a dispatcher, consistently demonstrating skill, composure, and sound decision-making during critical incidents. She carried that same excellence into leadership, setting a high standard for her peers and direct reports. Mary leads not only with authority, but with integrity and accountability.

Mary is an incredible trainer and mentor who is deeply invested in the success of those around her. She oversees the department’s Peer Support Team, ensuring that team members have access to the care and resources they need after difficult calls. She is also actively involved in continuous education initiatives and public education efforts, strengthening both her team and the community they serve.

When Mary assumed supervision of her current shift, she inherited a team facing challenges. The majority of the shift consisted of newly released employees who needed strong leadership, structure, and confidence-building. Mary stepped into that role with clarity and purpose, and through consistency, accountability, and leading by example, she transformed the shift’s performance and culture. Under her leadership, the team developed stronger skills, greater confidence, and a renewed sense of unity. Today, they look up to her, they trust her, and they respect her.

Mary’s leadership was especially evident during a recent officer-involved stabbing; an intense and unprecedented incident for her team and even for our agency. Many of her dispatchers had never experienced a situation of that magnitude. Mary calmly orchestrated the response, ensuring seamless coordination of resources, assisted in securing backup for the injured officer, and coordinated additional units to apprehend the suspect, who was successfully taken into custody. The officer has since recovered from his injuries and returned to duty.

Following the incident, Mary did not simply move on to the next call. She prioritized her team’s well-being, providing support, guidance, and access to necessary resources to help them process the event and move forward. Her leadership extended beyond operations; it extended to the emotional care of her people.

Mary represents the very best of supervisory leadership in Emergency Communications. She builds strong teams, supports her people, and performs with excellence when it matters most. Through her resilience, mentorship, and unwavering commitment to service, she has made a lasting impact on her shift and our department. She is exceptionally deserving of this Golden Headset Award.

Nominated by: Jamy Inglett, Training & Compliance Supervisor, Edmond Emergency Communications