Behind every calm voice on the other end of a 911 call is a team that operates with precision, empathy, and strength under pressure — and guiding that team is a supervisor who makes it all possible.
Supervisors in emergency communications centers are the steady hands and compassionate leaders who balance operational demands, staff well-being, and the constant weight of life-or-death responsibility. Their role is as difficult as it is vital: they inspire calm amid crisis, provide mentorship and structure, and ensure every shift runs smoothly, no matter what unfolds. They’re not just managers — they’re anchors, coaches, and protectors of their teams.
Each year, as part of its PSAPs’ Finest Award Program, NICE recognizes one individual who exemplifies the very best of that leadership: the Line Supervisor of the Year. This year, that honor went to Kelli Mehaffey, Communications Supervisor at Spokane Regional Emergency Communications (SREC) in Spokane, Washington.
A Leader Who Inspires by Example
Kelli Mehaffey embodies the gold standard of frontline leadership in public safety communications. With over two decades of service to SREC — including ten years as a 911 Supervisor — Kelli has earned a reputation for her steady presence, infectious energy, and people-first approach.
Her leadership is grounded in action and empathy. Whether she’s jumping in to answer calls during peak times, staying late to ensure full coverage, or guiding her staff through intense emergencies, Kelli leads by example — never asking more of others than she’s willing to give herself.
As one of just three EMD-Qs in SREC’s quality assurance unit, Kelli balances an incredibly demanding workload while continuing to champion her team’s needs. What truly sets her apart, though, is her unwavering positivity and intuitive understanding of her people. Known for her humor and “room awareness,” she has a knack for sensing when someone needs a boost — offering a word of encouragement, heartfelt praise, or even one of her trademark “Star Rocket” stickers to brighten a tough day.
Kelli’s mentorship runs deep. She takes time to learn her team members’ goals and challenges, providing one-on-one coaching, advocating for their growth, and supporting their well-being through her work in SREC’s Peer Support Group. Her approachable, authentic communication style has earned her trust not only from her team but from peers and partner agencies across the region.
Beyond the center’s walls, Kelli represents SREC with professionalism and warmth, strengthening interagency relationships and embodying the integrity of the profession. She strikes a rare balance — blending authority with empathy, structure with flexibility, and fun with focus — creating an environment where people feel valued, supported, and proud of the work they do.
Recently, we had the opportunity to talk with Kelli about her journey, her most memorable moments, and what being named the 2025 PSAPs’ Finest Line Supervisor of the Year means to her.
What attracted you to a career in public safety /911 emergency communications? Kelli: I was drawn to a career in public safety and 911 emergency communications because of my early experiences growing up in a household affected by domestic violence. Witnessing the role law enforcement played in helping my family, and participating in a ride-along with a K9 officer during high school, inspired me to pursue a career as a police officer. I went on to earn an associate degree in criminal justice, and I was fascinated by everything I was learning.
Initially, I applied to 911 as a steppingstone toward becoming a police officer. However, after being involved in a motorcycle accident, I realized I would no longer be able to pursue a law enforcement career. I decided to dedicate myself to 911, and over the past 21 years, I have grown through the ranks, gained invaluable experience, and developed a deep appreciation for the critical role emergency communications plays in keeping communities safe.
What is your most memorable career experience? Kelli: There are so many memorable experiences over my career, but one that truly stands out was a day when we faced two massive area fires at the same time, which continued for many days. The sheer volume of calls could have been overwhelming, but our team absolutely rose to the occasion. They triaged, assisted, and supported citizens with incredible focus and professionalism. It was amazing to watch SREC—911, law dispatch, and fire dispatch—all come together, communicating, collaborating, and leaning on each other through the chaos.
As the 911 supervisor that day, I was blown away by the dedication and heart of our team. People came in on their days off to help; others coordinated and delivered food to keep everyone going. Hearing the team hunker down, problem-solve on the fly, and get the job done with such grace and teamwork was truly inspiring. That experience reminded me why I love this career so much: the people, the camaraderie, and the way we come together when it really counts.
What do you love most about what you do? Kelli: What I love most about what I do is the people I get to work with every day. Over my 21 years, I’ve built lifelong friendships, learned from incredible mentors, and discovered so much about myself. I love the teamwork, support, and camaraderie that comes from working alongside others who face the same challenges and stresses.
I also love the opportunity to mentor others and provide guidance and encouragement, helping my teammates navigate the demands of this challenging job. The relationships, support, and shared growth are truly what make this career so rewarding for me.
What advice would you have for others thinking about a similar career path? Kelli: If you’re thinking about a career in 911 or public safety communications, my biggest advice is to go in prepared and open-minded. Make sure you’re comfortable typing and multitasking because the work moves fast. Remember that for every caller, this might be the hardest day of their life — big or small — and their perspective is completely unique. If they’re upset, irrational, or even call you names, don’t take it personally; it’s the situation, not you. Our role is to guide and support them through it.
Also, make sure you have a strong support system and that your family understands the realities of shift work. This job is challenging, no doubt, but it’s also incredibly rewarding. You’ll grow more than you ever imagined, and you’ll meet some of the most amazing people — friends, mentors, and teammates — along the way. Stick with it, lean on your support, and be the kind of teammate you’d want to have on your side.
What does it mean to be recognized with a PSAPs’ Finest Award? Kelli: First of all, I want to sincerely thank you for this award. I was completely surprised and truly honored to receive the 2025 PSAPs’ Finest Line Supervisor of the Year award. Knowing that my Operations Manager submitted me for this recognition was incredibly humbling, and it meant so much to me to know that she sees me in this light.
Receiving the support and kind words from my team, who also agreed with the recognition, was indescribable. It’s an amazing feeling to know that the people I work with every day see and appreciate my efforts. Over my 21 years in this career, I have always strived to be the best I can for my team — supporting, guiding, and encouraging them through the challenges of this job. I want everyone to succeed and to know they have someone in their corner, cheering them on every step of the way.
For me, being recognized with a PSAPs’ Finest Line Supervisor Award is not just about individual accomplishments. It’s about the impact you make on your team and the culture you help foster. It’s a reflection of dedication, teamwork, and the everyday choices to listen, mentor, and lift others up. This award inspires me to continue leading with empathy, patience, and integrity, and to keep striving to create an environment where every team member feels valued, supported, and empowered to do their best work.
About the PSAPs’ Finest Awards
PSAPs’ Finest is a recognition program honoring excellence in emergency communications centers (ECCs). The awards celebrate individual and team achievements each year across categories including: Lifetime Achievement, Above & Beyond, Communications Center Director/Manager, Line Supervisor, Technician, Trainer, Telecommunicator, Innovator, and PSAP of the Year.
