Charlotte Fire Alarm: The First Voices You Hear
Published on May 25, 2025
Charlotte Fire’s 2025 Telecommunicator Award recipients, from left to right: Rhonda Robinson, Nicole Young, Melissa Lounsbury, and Shelby Smith—recognized for their excellence, leadership, and dedication to service.
By Kevin Campbell, Charlotte Fire
Behind every fire engine dispatched, every life-saving response, and every moment of calm in a caller’s worst moment—there’s a voice. That voice belongs to a Charlotte Fire telecommunicator, and in 2024, more than 207,000 calls were answered by the professionals in Fire Communications.
Among them are four standout individuals whose dedication, skill, and compassion have earned special recognition: Shelby Smith, Nicole Young, Rhonda Robinson, and Melissa Lounsbury.
These award recipients represent the best of Charlotte Fire’s Alarm Division—a team whose unseen work forms the foundation of the city’s emergency response. And while their names were called this year, their honors are shared with every telecommunicator who answers the call to serve.
Zykiah Johnson, this year’s Charlotte Fire Telecommunicator Rookie of the Year, pictured at the communications center.
In 2024 alone, Charlotte Fire Communications answered 207,088 calls—a 6% increase over the previous year. Despite this rise, the team continued to perform at elite levels, answering 99.69% of all calls in 10 seconds or less and dispatching 92.89% of all calls within 60 seconds.
On average, each call is processed in just 34 seconds and dispatched in 12.
“It’s one of the most demanding, emotionally taxing, and technically challenging jobs in our department,” said Charlotte Fire Chief Reginald Johnson. “But this team meets those demands with unmatched skill and heart.”
Melissa Lounsbury at work inside Charlotte Fire Communications, where she manages training and operations for the Alarm Division.
Chief Johnson understands that work firsthand. While serving as a Battalion Chief in Fairfax County Fire and Rescue, he directed day-to-day operations of the Fire Communications Section. That experience, he said, deepened his respect for those in the chair.
“You never forget what it feels like to hear that first word on the line—panic, confusion, desperation,” he said. “And you don’t forget what it means to be the calm voice that gets help moving. Our team does that every day.”
Telecommunicator of the Year: Nicole Young
Nicole Young at work in the Charlotte Fire Alarm communications center, where she leads by example and performance—answering more than 5,300 calls in 2024.
Nicole Young is known for her calming presence on Charlotte Fire’s night shift, where she answered 5,367 calls in 2024—more than anyone else on her shift.
“She’s just a good human,” said Fire Communications Superintendent Bill Suthard. “If you walk in after a rough commute or a tough day, Nicole has a way of putting you at ease before she’s even said much. But when the call comes in, she’s all business.”
Young's peers nominated her for Telecommunicator of the Year not only for her technical skill, but for her humanity. She brings comfort to callers in chaos, asking the right questions to get the right help—while providing reassurance that, yes, help is on the way.
Telecommunicator of the Year Nicole Young stands with Charlotte Fire Communications Superintendent Bill Suthard and Command Staff: Fire Chief Reginald Johnson, Deputy Chief Jerry Winkles, Deputy Chief Pete Skeris, and Deputy Chief Bo Fitzgerald.
“She’s the voice of authority in the best way,” Suthard said. “Even when the person on the other end is yelling or panicking, she’s focused, professional, and empathetic.”
Supervisor of the Year: Rhonda Robinson
Supervisor of the Year Rhonda Robinson stands with Communications Superintendent and Charlotte Fire Command Staff.
Rhonda Robinson leads Charlotte Fire’s day shift—and those she supervises made sure her leadership didn’t go unnoticed.
“Rhonda is an inspirational leader,” Suthard said. “She’s the kind of supervisor everyone wants to work for—supportive, smart, trustworthy, and completely capable in every emergency scenario.”
Robinson, who has experience as a telecommunicator in multiple counties, is a respected problem-solver. Whether it's coaching her team through a tough situation or offering guidance on the floor, she’s known for her steady presence.
What made her selection especially meaningful: she was nominated not just by her peers, but by the very team she leads.
Rhonda Robinson, a trusted leader on Charlotte Fire’s day shift, recognized for her excellence in supervision.
“That tells you everything,” said Suthard. “When the people who report to you raise their hands and say, ‘This is who deserves it,’ you know you're doing something right.”
Day Shift Call Leader: Shelby Smith
Shelby Smith, who answered the most calls on Charlotte Fire’s day shift in 2024, inside the communications center.
Shelby Smith answered more calls than anyone on Charlotte Fire’s day shift in 2024—9,915 calls in total. That’s not by accident. At Charlotte Fire, call-taking is a manual process, not a computerized queue. It’s a choice. Smith repeatedly chooses to be the first one to answer.
“Shelby beats everyone to the phone—because she wants to help,” said Suthard. “She thrives in a team environment and shines as someone who was meant to do this work.”
Smith didn’t come from a dispatch background, and the job wasn’t even on her radar before she joined. But from her first day, she stood out.
Shelby Smith receives recognition alongside Communications Superintendent and Charlotte Fire Command Staff for her outstanding call volume.
“Some people are just built for this. Shelby is one of those people,” Suthard said. “She listens, she cares, and she leads by example. This isn’t just a job for her—it’s a calling.”
NENA President’s Award: Melissa Lounsbury
Melissa Lounsbury, Charlotte Fire’s Operations Manager, recognized for her leadership and dedication during Hurricane Helene.
This year, Charlotte Fire’s Operations Manager Melissa Lounsbury was named a recipient of the North Carolina NENA President’s Award, recognizing her extraordinary contributions to 911 service continuity during a historic natural disaster.
In September 2024, Hurricane Helene devastated western North Carolina with severe wind, rain, and landslides. The storm wiped out roads, buildings, power lines, and crippled the emergency communications infrastructure. More than 150,000 people were estimated to be technologically isolated, unable to reach 911 or emergency services.
Melissa Lounsbury stands with Charlotte Fire Communications Superintendent and Command Staff after receiving the North Carolina NENA President’s Award.
As North Carolina worked to restore operations, tactical 911 solutions had to be stood up quickly. Lounsbury answered the call—literally and figuratively—spending weeks helping to move emergency communications technology and Telecommunicator Emergency Response Taskforce (TERT) resources in and out of the region.
“The work this team did was quiet, technical, and absolutely vital,” read the official award citation. “It’s the kind of work that most will never see or fully understand—but it was creative, impactful, and deeply appreciated.”
“She makes my job easier every single day,” said Suthard. “Melissa brings energy, compassion, and professionalism to everything she touches. During Helene, she brought that to the entire state. That’s who she is.”
It takes a special kind of person to thrive in fire communications. The job demands calm under pressure, quick thinking, and compassion—all while rarely seeing the outcome of their work.
Inside Charlotte Fire Alarm, telecommunicators like Nicole Young work across multiple screens and systems to ensure help gets where it’s needed—fast. The team answered more than 207,000 calls in 2024, dispatching resources with speed, precision, and care.
“Our people don’t get closure,” said Suthard. “They take the call, they send the help, and then they move on to the next one. They don’t usually get to know if the person lived, if the fire was stopped, if the story had a good ending.”
In recent years, Charlotte Fire has made changes to help bridge that gap. Telecommunicators are now included in after-action reports, and field crews are encouraged to follow up with dispatchers about major calls.
“I believe closure helps with coping,” Suthard said. “It’s good for them to know that what they did mattered.”
Each of this year’s honorees brings something unique to Charlotte Fire, but all share a commitment to service that goes far beyond the headset.
“When the public thinks about emergency response, they picture flashing lights and sirens,” said Chief Johnson. “But the truth is, it all starts with a voice. Our telecommunicators are that voice—and they’re often the first lifeline someone hears.”
Charlotte Fire telecommunicators and command staff gather to celebrate outstanding contributions and excellence in service during the 2025 Telecommunicator Awards ceremony.
As Charlotte continues to grow, so does the demand on its Alarm Division. In addition to handling fire-related emergencies, Charlotte Fire telecommunicators also assist with 911 calls during periods of high volume for CMPD. Even as responsibilities expand, the team continues to meet every challenge with speed, professionalism, and unwavering focus.
“We dispatch within 60 seconds more than 92% of the time,” Johnson said. “That kind of performance doesn’t happen by luck. It takes people who care—people like Charlotte Fire Telecommunicators.”
Their awards are individual recognitions—but their impact is collective. And while the callers may never see their faces, they’ll never forget their voices.