Recognizing the heroes behind the headsets

Winnipeg, MB - The City of Winnipeg is recognizing the dedicated work of 9-1-1 call takers, dispatchers, and supervisors with the Winnipeg Police Service (WPS) and Winnipeg Fire Paramedic Service (WFPS) during National Public Safety Telecommunicators Week, April 12-18, 2026.

This week celebrates the emergency telecommunications professionals who play a vital role in keeping residents and first responders safe.

"I want to thank all of our 9-1-1 call takers and dispatchers with the Winnipeg Police Service and Winnipeg Fire Paramedic Service," said Mayor Scott Gillingham. "They're often the first person someone speaks to in an emergency. They stay calm, ask the right questions, and help people through some of the toughest moments of their lives. Their work makes a real difference every day, and we're grateful for everything they do to keep Winnipeggers safe."

"When someone in our community calls 9-1-1, it's often one of the worst moments of their life," said Acting Chief Art Stannard, Winnipeg Police Service. "On the other end of that line is a calm, steady voice. Someone trained to listen, to guide, and to act. Our Communications Centre team members are that calm in the chaos. They are a trusted lifeline for the public and for our officers. Their work saves lives every single day."

"Our 911 professionals are the first voice people hear on their worst days, and their calm, skilled, and compassionate work saves lives long before our crews arrive," said Christian Schmidt, Fire and Paramedic Chief, WFPS. "They guide residents through emergencies and support our responders in the field. During Public Safety Telecommunicators Week, and every week, I want to thank them for their dedication, resilience, and unwavering commitment to keeping Winnipeggers and our responders safe."

WPS and WFPS 9-1-1 call takers and dispatchers are often the public's first point of contact during emergencies involving police, fire, or ambulance.

The City employs 170 WPS and WFPS emergency telecommunications professionals. Last year, they answered more than one million calls from residents.

In Winnipeg, every 9-1-1 call first goes to a WPS call taker, who gathers the location and the nature of the emergency. If the call requires police, it stays with WPS. If the caller needs fire or medical help, the call is transferred to the WFPS Communications Centre for triage and dispatch. While units are being sent, call takers can also provide lifesaving instructions, such as how to perform CPR or assist someone in labour.

Only call 9-1-1 in an emergency

Call 9-1-1 when:

• Someone has a life-threatening emergency (trouble breathing, severe bleeding, chest pain, change in consciousness, major injury).
• You see a fire - indoors or outdoors.
• An alarm is sounding, or you smell smoke or gas.
• You see a crime in progress or have just been the victim of a crime such as assault, robbery, domestic violence, or a break-in.
• You are concerned about someone's immediate safety or wellbeing.
• You're unsure-when in doubt, call. A call taker will assess the situation.

For police non emergencies, call 204-986-6222.

How residents can help 9-1-1 call takers and dispatchers:

• Know your location. This is the most important information you can provide. It may be a street address, intersection, landmark, or well-known place.
• Stay calm and answer all questions. Provide your phone number in case the call drops.
• If you hear a recorded message, stay on the line. Your call will be answered as soon as possible.
• Stay on the line until the call taker says you can hang up. This ensures we send the right help and can give you lifesaving instructions.
• If you dial 9-1-1 by accident, do not hang up. Stay on the line and tell the call taker what happened.
• Supervise children using old cellphones. Even deactivated phones can call 9-1-1.

For more information, visit Winnipeg Police Service - Reporting Emergencies.

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