Congratulations 911 Telecommunicators
The Golden Headset Award highlights the extraordinary work of public safety workers. This is just one small way, we are saying, “thank you” to these dedicated industry professionals who save lives every day. Their stories are a testament to their dedication and selfless commitment.
These individuals were awarded the Golden Headset by their peers based on their exceptional ability to:
- Make an exceptional impact
- Demonstrate leadership
- Bring positivity to the profession, community, and callers
2024 Award Winners
2024 Q3: Jason H., Augusta, ME
Jason is a fantastic member of our team. It does not matter who takes the call, he is paying attention, documenting everything, and most importantly, sending help. Jason has worked fatal crashes, family fights, chases, and an electrocution. If he is the one taking the call, he gathers accurate and relevant information. If someone else is taking the call, he figures out the best way to help the call-taker, responders, and the caller. He seamlessly fits into whatever role is needed, communicates updates clearly to the room, and makes sure the units on the ground have the relevant information. Jason handles back-to-back calls without any complaint or hesitation. He is constantly bettering himself. If something in the call went wrong, he asks the others working on it if there was anything else he could have done. Jason has extremely high standards for all aspects of his role, especially regarding the salt and oil content on the popcorn.
2024 Q2: Harlee D., Riverside, CA
Harlee demonstrated his exceptional skills when he received a distress call from a woman worried her estranged fiancé intended to or had hurt himself already. She had been on a phone call with her fiancé when she heard a loud pop and the line disconnected. When she was unable to re-establish contact with him, she called 911 and her call was answered by Harlee.
Recognizing the urgency of the situation, Harlee quickly processed a call for service. He was also mindful of the potential danger to the officers when the caller advised him of her fiancé’s history with guns. He promptly ran a query to locate guns registered to him.
While on the phone with Harlee, the caller became hysterical as she was driving to her fiancé’s apartment creating a threat to herself and other citizens on the road. Harlee used calming techniques to help the caller gain control of her reactions and kept her safe by asking her to pull over until she was able to calm down. His voice was calm and the obvious concern for the caller was evident. She was able to arrive at the location without any incidents and connect with deputies on the scene. This call ended on a positive note with the fiancé located unharmed and the female caller receiving the best customer service from Harlee.
During a dispatcher’s career, these types of calls are typical at times. The professionalism and compassion he displayed while taking and handling this call was remarkable. He did an outstanding job performing his duties but remained a person who cared for his caller and the outcome of the situation.
2024 Q1: Zachary C., Erie, PA
Zachary has been in this career for nearly 20 years. He is a dedicated, intelligent, and passionate coworker. He genuinely cares about his work, and he does a lot for our PSAP. Zachary dedication to our community and his fellow coworkers is second to none.
Zach is an outstanding team player and has always gone out of his way to help new employees. He has great customer service skills as he is polite to every caller. He is always calm while on the phone, even when callers are irate. He speaks with confidence and reassurance. He also serves as a trainer and an assistant shift commander when needed. Zach is easy to talk to and understanding. He has saved countless lives in his 20 years of service in the public safety field. When asked questions during a big situation he is right there giving us the answers or doing the research to help us.
2023 Award Winners
2023 Q4: Kyle G., Augusta, ME
Kyle has shown his ability to live out our mission to “answer the call, send help, keep everyone safe” on numerous occasions. From doing night checks on units. Making sure everyone has made it home safe. To relaying vital information to responding units during Maine’s most recent two active shooter situations. One of which was Maine’s deadliest event to date. With little to no experience in an event of this nature, Kyle managed to relay all information to responding units while on 911 himself at the start of it all. Kyle was able to calmly and effectively give updates of where units were responding and where units needed to respond to. This led to units being able to apprehend the suspect in a timely manner.
Daily, Kyle is calling units to keep track of where they are, making sure they are all set on scene of whatever call they are responding to. Even when it may seem like a low-risk call, Kyle is always making sure units are safe. Coming into this job with no public safety background. Kyle has become a critical part of this team, and every day proves his dedication to the public and officer safety.
2023 Q3: Kathy V., Riverside, CA
Kathy received a call from a 70-year-old team leader of the County Sheriff’s Cave Team. His team was assisting the Mountain Rescue Unit searching for a lost hiker. He had fallen approximately 200 feet in snowy conditions. Kathy generated a call for service and quickly obtained pertinent information including his injuries and the current weather conditions. He was a very experienced hiker and was able to give a detailed description of the route he had taken when he left base camp earlier that day. In addition to injuries sustained during the fall, he had lost his gloves, was in deep snow, and was becoming hypothermic.
Kathy was on the phone with him for four hours, keeping him occupied by talking about his wife, the things they loved to do, and his time on his rescue team. He expressed that he was aware of the situation he was in and knew that he might die on the mountain, and asked Kathy to tell his wife, who was a member of the team but in Hong Kong at the time, that he loved her and apologized for the pain this would bring her. Over time the conversation with him became sparse and he explained that it hurt to talk. Kathy continued to encourage him to fight and kept reminding him that additional rescuers were on the way. Several hours later he was rescued via helicopter.
Kathy displayed extreme compassion, patience, and professionalism with this call. At times the conversation was emotional, and Kathy kept assuring him that she was not going to leave him. Her dedication to seeing this call through was admirable, and she showed she was clearly invested in his rescue. Her determination to keep him talking and constant encouragement to not lose hope was no doubt a major factor in his rescue and survival.
Later, Kathy met him in person, where he thanked her for all she did in helping to save his life. He explained moments of the call seemed almost hopeless as the cold wind and rain poured down. But with Kathy’s voice to keep him going.
2023 Q2: Brittany R., Memphis, TN
Brittany has dedicated the last six years of her life to serving the citizens of Memphis and going the extra mile ensuring the safety of our officers in the field. Since COVID peaked in 2020, Brittany has worked countless hours of overtime serving our citizens, officers, and even her coworkers by sometimes covering their shifts to allow them time to rest or simply to just have a day off to enjoy themselves and/or be with their families.
Brittany has worked the last four critical incidents that our city has faced, including three separate officer-involved shootings where four officers were injured in the line of duty. The fourth incident is when she assisted in working the radio when the suspect of an active shooter incident was finally taken into custody after hours of senseless killings and a day long manhunt of the suspect. All of these incidents occurred within weeks of each other.
Due to her ability to handle such critical incidents, she was asked by her manager to become a part of the tactical dispatcher team within the bureau. She agreed without question. She also became a training officer, dedicating herself to teaching and grooming upcoming police radio dispatchers. Brittany has shown to be a true team player by working hard and facing all challenges on and off duty that have come her way. When asked why she continues to show up day after day to a job where the violence is seeming increasing every day, she simply replies, “my officers and the city needs me.”
2023 Q1: Zharvis M., Natchitoches, LA
I was working an overtime shift with Zharvis and training him. I started with little confidence but was soon shocked and amazed at what sat across from me. He worked so hard, was amazing speaking to callers, and cared for anyone he encountered. He took direction, asked questions and was genuinely interested in getting to know me as a person, and not just as a scary trainer. I knew then I was dead wrong about this young man and promised myself right then to never ever make assumptions about anyone. He had it licked.
As the night went on, I learned that Zharvis was the oldest of three children. Two a boy and a girl who were 10 or more years younger than himself. They were all raised by a single mom. and Zharvis was working to help her raise his siblings. He bought their school supplies. clothes, food and on and on. He disciplined them and helped them study and came to work every day never missing time to see to it they were taken care of. All while he was only very early 20 something. His compassion is by far heads and tails above many people I have worked with over the years. He never lets a mean or disgruntled caller or road deputy get him down. He never lets a snippy coworker make him feel less than. He keeps his head high and keep pushing.
Now Zharvis is almost five years in and he is like an old seasoned professional. He helps train new dispatchers and helps them push through the hard times. As a supervisor he is one of the ones I depend on to help out however he is needed, and he never lets me down.
A year or more ago, a 911 call came in from a distraught male needing medical for a child who had a severe asthma attack and was not responsive. Sadly, the caller was Zharvis, and it was his beloved younger brother. That night Zharvis lost his brother. I thought for sure we as an agency had lost Zharvis due to grief. But no, he came back, he resumed his chair and said he was keeping on for his little sister. He has not missed a beat. That is the dedication I see from that young man. He is one of the best and kindest people I know.
2022 Award Winners
2022 Q4: Kimberly M., Riverside, CA
Kimberly received a call from a neighboring agency advising they were on the phone with an uncooperative male who was threatening to kill himself. He was armed with an automatic rifle and stated he was at his girlfriend’s house knocking on the door. Kimberly got the girlfriend’s phone number and proceeded to call her directly. The girlfriend confirmed that her ex-boyfriend was at her residence knocking on the door armed with a gun. The girlfriend was scared and crying however Kimberly was able to keep her calm.
Kimberly then heard a gunshot and asked the girlfriend not to look outside. She had the girlfriend stay focused on her breathing and asked if there was a solid wall she could get behind. She kept the girlfriend’s attention away from what was going on outside. As Kimberly continued to speak with the girlfriend, more shots were heard outside. The male, who was dressed in his military uniform, told the other dispatcher he wanted to commit suicide by cop and wanted a soldier’s funeral. Kimberly was able to keep the girlfriend as calm as possible speaking to her in a low voice, keeping her updated with any information she could provide.
She did an exemplary job speaking to the girlfriend, asking out of the box questions, keeping her safe, all while the suspect was outside attempting to pry the front door off to gain access inside. Kimberly demonstrated empathy for the girlfriend, consoling her at times throughout the 40-minute phone call. She did an outstanding job, going above and beyond, aiding and supporting the girlfriend. The homicide sergeant who reviewed this call also reached out to ensure she had been recognized for her efforts.
2022 Q3: Shantelle G., LaVerne, CA
someone while he drove. She attempted several times over the five-minute call to get his location. He shared that he had an “open case” and didn’t want police involved. She told him that she would send him paramedics only so he could get help. He refused to pull over and became agitated with the questions about his location. Shantelle offered to give him directions to a closer hospital, and he again refused and hung up even when she offered to just talk about anything he wanted to talk about.
After he disconnected, Shantelle tried to call him back numerous times, but he would not answer. She reached out to the cell phone company to get the location of his cell phone, but the phone company could not provide a location. She then sent him text messages attempting to get him to reconnect with her. Although it seemed as if she had exhausted all possible options, Shantelle showed perseverance and continued to call him back. Thirty-six minutes after his initial call, he finally answered her call and told her his location and that he was on the way to the hospital.
Over the next 18 minutes, she stayed on the phone with him chatting about his family, his kids, and his faith. Shantelle showed amazing compassion for a man who so clearly was in his darkest time of need. Near the end of the call, he shared with her that it was her phone calls and texts that saved his life; that she was the reason he was seeking help. He told her that initially he was irritated that she kept calling, but because she wouldn’t give up, he pushed through to reach out for help.
About 30 minutes later, the subject called from the hospital to let Shantelle know he had safely made it and to say “thank you!” Shantelle’s compassion during this call is to be highly commended. She was professional, empathetic, and patient beyond the call of duty. She persevered when it seemed that all options had been exhausted. Shantelle’s professionalism in the handling of this call was also recognized by her peers and was a great example for her trainee.
