Metro Nashville Department of Emergency Communications honored staff and partner agencies at an awards banquet recognizing dispatchers, trainers and support personnel for their work answering emergency calls and supporting 24/7 operations.

The event highlighted the role dispatchers in Davidson County play in saving lives and managing city services. Mayor Freddie O'Connell praised the department and said, "The top job of government is to keep people safe, and you are on the front lines of that responsibility." Chief William Swan, director of the Nashville Fire Department and Office of Emergency Management, told the audience: "Your dedication, skill, and remarkable composure in the face of chaos and uncertainty are nothing short than extraordinary."

Organizers said the department awarded 294 life‑saving commendations over the past year for instances in which dispatchers provided CPR instructions or other guidance that aided successful resuscitations, and cited four occasions where dispatchers guided a caller through childbirth before emergency responders arrived. The banquet included a live presentation of one such case: a dispatcher coached a caller through CPR for her 10‑year‑old son; the boy, identified only as Jackson in the program, was reported at the event to be "an active, thriving 10 year old" after the incident. Jackson and his mother, Shauna (last name not provided), joined the stage to present the dispatcher, identified at the event as Karma Amador, with a life‑saving pin. Shauna told the audience, "I don't think he'd be here," attributing her son's recovery to the dispatcher's instructions.

Speakers also described operational metrics and support services. Event remarks said Hub Nashville handled about 220,000 requests in the first nine months of the current fiscal year, and that most were resolved on a first contact, helping keep 911 lines clear for emergencies. Department leaders said a high share of 911 calls were answered quickly; at the banquet the figure was characterized roughly as "about 90–96 percent" of 911 calls answered in 20 seconds or less (figure presented by speakers at the event). Director Steve Martini and Hub Nashville staff were recognized for their role in routing nonemergency requests and improving response times.

City and external partners used the occasion to note recent training and grant activity. The mayor and department leaders said the department received a National Science Foundation grant, in partnership with Vanderbilt University and the Nashville Innovation Alliance, to develop an AI‑based emergency dispatch call simulator called Angie, intended to enhance dispatcher training. The department also cited recertification of its training program through the Association of Public Safety Communications Officials (APCO) and a national award from the Public Relations Society of America for a public‑education coloring book.

Awards presented at the banquet covered monthly and annual recognitions across line staff, communications training officers, supervisors and administrative personnel. Notable recipients named at the event included Flora Paulino (Hub Nashville team member of the year), Candice Rufus (2024 emergency telecommunicator of the year), Sonia Strain (communications training officer of the year), Kimberly Meineer (supervisor of the year) and Leah Quarles (administrative team member of the year). The Paul Taylor award — an internal recognition the department described as honoring dedication and humility — was presented to George Allen.

Partners from outside the department also acknowledged the role of the communications center. Jeff Wooden, director of emergency management at Nashville International Airport, and Christina Chavez of the airport presented an appreciation award to department staff for coordination with the airport communications center. Department leaders publicly thanked members of the Davidson County Emergency Communications District Board and recognized Susan Mattson on her retirement after 28 years of service.

Organizers emphasized teamwork and public outreach as ongoing priorities. Speakers said Hub Nashville is expanding language services and online access, and leaders urged continued collaboration across emergency responders and city departments. No formal votes or policy actions were taken at the event; it was an awards and recognition ceremony.

The banquet concluded with remarks thanking families and partners for their support and reminding staff that their everyday work has measurable outcomes for public safety.