PSAPs’ Finest: Honoring Cathy Chin’s Above & Beyond Service

The PSAPs’ Finest Above & Beyond Award honors those rare individuals who go past the call of duty—whose dedication, empathy, and professionalism elevate their service in ways that truly save lives.

This year’s recipient, Cathy Chin, exemplifies that spirit. A Public Safety Communications Dispatcher with the San Francisco Department of Emergency Management, Division of Emergency Communications, Cathy has spent her career bringing calm, compassion, and precision to the most chaotic moments imaginable.

A Call That Changed Everything

On February 3, 2025, Cathy answered what appeared to be a routine medical call—a man experiencing chest pain at a local transit station.

Ordinarily, once a call is dispatched and help is on the way, a call-taker moves on to the next emergency. But Cathy sensed something wasn’t right. She stayed on the line—confirming details, noting the man’s clothing description and exact location, and offering calm reassurance.

Her instincts proved lifesaving. Moments later, the man stopped responding. At that same time, a second call came in from a bystander. Because Cathy had already gathered precise identifying details, her fellow dispatcher immediately recognized the patient and began CPR instructions.

Thanks to Cathy’s quick thinking and persistence—and the teamwork that defines San Francisco’s dispatch center—the man survived and made a full recovery.

It’s a powerful reminder that in 911 communications, intuition and empathy are just as vital as training and technology.

A Conversation with Cathy Chin

Recently, we had the opportunity to speak with Cathy about her remarkable career, the moments that have stayed with her, and what this recognition means as she enters retirement after three decades of service.

What attracted you to a career in public safety /911 emergency communications?
Cathy: What attracted me to a career in public safety was my overwhelming desire to help the public knowing that I would be the first reassuring voice of contact in their time of crisis.

What is your most memorable career experience?
Cathy: My most memorable career experience was the day that I came into work, I was watching the news as the bridge was shut down due to a bomb threat/suicidal person on the bridge in the car with his daughter. This story unfolded simultaneously on the news. Highway Patrol was talking to the suspect as he called 911. I was on the receiving end of his call. As I looked up on the news, as I was taking the call, I realized that I was speaking to the same suspect. While on the line, Highway Patrol approached the vehicle on the passenger side. They were able to remove the daughter. They found the threat to be of no merit, but the suspect got out of the car and ran to the edge of the bridge, attempting to jump. I was able to talk the suspect off the ledge and back to safety. From there, Highway Patrol was able to detain him.

What do you love most about what you do?
Cathy: What I love most about my job is having the ability to wear three hats to assist the San Francisco Police Department, the San Francisco Fire Department and the EMS agency.

What advice would you have for others thinking about a similar career path?
Cathy: The advice I would offer is to never give up, as being a 911 dispatcher is very self-fulfilling. As a first responder, we are the first contact for the caller during an emergency, giving instructions, all while dispelling the caller’s fears as help is on the way.

What does it mean to be recognized with a PSAPs’ Finest Award?
Cathy: I have been in the public safety field for 30 years and I have just retired. To receive this award, and the acknowledgement and support from the Department of Emergency Management along with this recognition, is really the cherry on top of my career as a 911 dispatcher.

Honoring a Career of Service

Cathy’s humility, compassion, and steady leadership reflect the very best of the 911 profession. From lifesaving calls to moments of quiet reassurance, she has touched countless lives through her service.

As she embarks on her retirement, we celebrate her extraordinary career and the example she has set for the next generation of dispatchers who will follow in her footsteps.

About the PSAPs’ Finest Awards

PSAPs’ Finest is an annual recognition program honoring excellence in emergency communications centers. The awards celebrate individual and team achievements across multiple categories, including Lifetime Achievement, Above & Beyond, Communications Center Director/Manager, Line Supervisor, Technician, Trainer, Telecommunicator, Innovator, and PSAP of the Year.

Each year, these awards shine a light on the unseen heroes who answer the call—dedicated professionals like Cathy Chin, whose courage and compassion ensure that every voice in crisis is heard.