Exceptional professionalism and crisis management
In May 2025, Dispatcher Chris Ludgate demonstrated exceptional professionalism, empathy and crisis management during a critical incident at the Kiwanis Seniors’ Centre.
An individual entered the centre and called 911, stating that he intended to harm himself. The SOC (Security Operations Centre) received an alert, which was relayed to Dispatcher Ludgate. The individual, who was located in the busy waiting room, disclosed that he was in possession of multiple weapons, that he’d been off his schizophrenia medication for over two months, and was experiencing a mental health crisis.
Dispatcher Ludgate remained on the line with the man for over 25 minutes, maintaining a calm, compassionate and supportive tone throughout. His ability to de-escalate the situation verbally, while ensuring the safety of everyone present, was nothing short of remarkable. People present during the call witnessed firsthand the skill and care Ludgate brought to this high-stakes situation.
At the same time, other team members contacted 911 to request immediate assistance. They also supported Dispatcher Ludgate by monitoring surveillance cameras and helping to manage the overall response.
Thanks to the coordinated efforts of Dispatcher Ludgate and other team members, the situation was resolved safely, with police services arriving and taking the individual into custody without incident.
The outcome to this situation could have been drastically different without this swift, composed and compassionate actions. Thank you, Dispatcher Ludgate!
Canadian Security Lifesaver Association®