In a first for the Queensland Ambulance Service (QAS), Emergency Medical Dispatcher (EMD) Tracey Trotter has been named as the 2025 recipient of the International Academy of Emergency Dispatch (IAED) Dispatcher of the Year Award at this year's Australasian Navigator Conference.
Based in the Southeast Operations Centre, Tracey earned this prestigious award ahead of 23 other EMD's from agencies across Australia and New Zealand - proudly, 12 of them from QAS Operations Centres across the state.
Tracey said she was extremely grateful to be nominated for the award, let alone win it.
"I feel privileged, honoured and proud to represent QAS in this capacity after all of these years, and to be part of such an amazing service," Tracey said.
"Recognition is the absolute best award for this achievement and just knowing that I am doing my job well is all the award needed.
"Just being there and knowing that I can make a difference in someone’s life by giving them the best possible help and support at their time of utmost despair.
"Knowing that although I am not there with them physically, I am still connected emotionally, offering the patient or caller guidance, support and showing genuine human kindness and compassion on what is possibly the absolute worst day of their life," Tracey said.
Each nominee exemplifies our commitment to excellence in ambulance services, representing not only their individual Operations Centres but the organisation as a whole.
The IAED NAVIGATOR Conference held last month is the major annual EMD event, according to QAS State Communications Development Unit’s Manager - Clinical Education Jo Roy.
This event aims to provide training and networking opportunities for all EMDs, and features awards recognising excellence in the field.
Jo said the Dispatcher of the Year Award is the conference’s highest distinction and is presented to an Australian or New Zealand-based emergency dispatcher who exemplifies excellence in their work.
“Whilst all of our nominees exemplify excellence in their work, the calls I had the privilege of reviewing from Tracey clearly demonstrate why she is such a deserving recipient of this award,” Jo said.
"Tracey was clearly overwhelmed by the honour and very humble - dedicating the win to all EMDs in the room once again putting her peers before herself."
Jo said QAS’s 12 EMDs were the largest cohort of the 20 finalists vying for the award, and hailed from Operation Centres (OpCens) across the state.
They included:
Townsville OpCen
Cameron Hobbs
Far North Opcen
James Rollason
North Coast OpCen
Harriet Haughton
Jane Lupton
Lorna Locke
South East OpCen
Kayleigh McShane
Caitlin Hannah
Laura Perry
Kerry Trail
Vaughn Thomas
Angela McCormick
Tracey Trotter
“We’re so proud of our finalists – as each of them has been nominated for and recognised as someone who leads by example and excels under pressure,” Jo said.
“Many of these individuals have been awarded the QAS High Performance Recognition Pins.
“The Pins were introduced to recognise staff who demonstrate exceptional performance.
“There are three call taking pins — Childbirth, CPR, and Choking — awarded to EMDs who deliver potentially life-saving Pre-Arrival Instructions (PAIs) with skill and composure during critical calls while maintaining compliance to protocol.
“Beyond call taking, the Golden Headset Pin celebrates staff who go above and beyond in extraordinary circumstances.
“The first recipients of the award were actually a Clinical Deployment Supervisor (CDS) and an Operations Centre Supervisor (OCS), who performed CPR on a patient who presented at the North Coast OpCen with chest pain.”
Jo said shortlisted nominees were chosen for their ongoing high standards of compliance to protocol, teamwork, initiative to further professionalism and education, and ability to function well under stress.
Triple Zero (000) call audio recordings were also used in the decision making.
More about our winner...
Tracey Trotter – South East OpCen
Since joining the QAS in 2009, Tracey has exemplified the highest standards of excellence, compassion, and professionalism in her role as an EMD.
Tracey has become a cornerstone of the OpCen, consistently role-modelling the qualities every team aspires to have in an EMD.
In her call taking performance, Tracey consistently strives for excellence, with 95 per cent of her reviewed calls meeting or exceeding the compliance benchmark.
This reflects her dedication to maintaining high compliance standards and delivering safe, effective, and empathetic care to the Queensland and northern New South Wales communities.
Tracey is known for her kindness, empathy, and unwavering commitment to those she serves—both on the other end of a Triple Zero (000) call and within her own team.
Her compassion extends beyond her professional responsibilities, as she generously gives her time as a Peer Support Officer (PSO), offering support, care and guidance to colleagues whenever it’s required.
Her presence is a source of comfort and strength, especially during challenging times.
Tracey is deeply respected and admired by her peers and paramedics alike for her integrity, generosity, and calming presence.
Her ability to remain composed under pressure, while offering genuine care and support, makes her not only an outstanding dispatcher but also a vital part of the QAS community.
Tracey’s exceptional performance, compassionate leadership, and tireless support is the embodiment of what it means to be an EMD.
More about our finalists…
Cameron Hobbs – Townsville OpCen
Cam has been a consistent high performer, and was nominated for his unwavering professionalism, precision, and dedication to every shift.
Cam’s commitment to protocol compliance and operational excellence was evident in his consistently high-performance metrics and his proactive approach to continuous improvement.
Cam’s nomination highlights he’s one of only a handful of QAS Operations Centre staff to have been awarded the “Golden Head Set Pin”, which singles out staff members who provide exemplary customer service and go above and beyond the organisations expectations.
Cam is not only a reliable and skilled EMD, but also a valued team player who has actively contributed to the evolution of the OpCen environment.
He’s been instrumental in supporting new process implementation, consistently assisting colleagues to ensure smooth transitions.
Cam’s willingness to help, coupled with his calm and approachable demeanour, has earned him deep respect from peers and leadership alike.
Beyond his core responsibilities, Cam plays a vital role in recruitment and community engagement, and is a regular contributor to OpCen open nights, where his professionalism and passion for the role inspire prospective candidates.
Cam’s support for the leadership team is unwavering, and his presence on shift brings a sense of stability and confidence to those around him.
Cam is a Level 6 EMD and has made significant contributions to peer development including mentoring student EMDs and Emergency Call Handlers (ECHs), supported colleagues through Structured Learning Pathways (SLPs) and Performance Improvement Plans (PIPs), and serves as a Quality Assurance Officer.
Most recently, he has stepped up to relieve in the role of Professional Development Officer (PDO), further demonstrating his versatility and leadership potential.
Cam’s contributions elevate not only the performance of the team but also the standard of care delivered to the community.
James Rollason – Far North OpCen
Since 2020, James has been a dedicated QAS EMD in the Cairns Operations Centre.
Before joining QAS, James spent most of their career in retail and had only recently relocated to Cairns before beginning their role in the operations centre.
Over the years, they have come to deeply appreciate the critical importance of their role within the chain of care - providing calm, clear, and compassionate support during some of the most pivotal moments in people’s lives.
Recently, James achieved EDQ qualification, not only marking a significant milestone in their professional development, but also enabling them to further hone their skills and offer enhanced support to both callers and on-road crews.
In addition to their dispatch duties, James proudly serves as the Health and Safety Representative (HSR) for the OpCen, advocating for the wellbeing and safety of colleagues - an essential focus in such a high-pressure environment.
What drives James in this role is the understanding that behind every call is a person in need and with the right training and mindset, they are committed to making a meaningful difference.
This dedication has guided them throughout their QAS journey and continues to fuel their passion for learning and improving, all with the goal of delivering the highest quality of care possible.
This is the second time James has been nominated for this prestigious honour.
Harriet Haughton – North Coast
Harriet commenced work as an EMD with QAS in March 2024 after coming from Emergency Services Telecommunications Authority (ESTA) in Victoria.
Despite being new to our North Coast Operations Centre team, she’s quickly gained peer and supervisor respect.
Harriet has had a consistently high standard of call taking technically, coupled with consistently outstanding customer service.
She has taken on a large number of high acuity/traumatic cases and consistently maintained an exceptional level of service.
Harriet was recently recognised for 26 High Compliant/Compliant Calls and nominated for a “Golden Headset Pin”.
Jane Lupton – North Coast
Jane has been a valued member of the North Coast Operations Centre Team since 2011 and sets a high standard in Call Taking, Dispatch, and as a relief Operations Centre Supervisor.
Jane is extremely well regarded by the entire OpCen team and frequently receives compliments not only from her peers but also from Operational Supervisors and on road paramedics.
Jane's call taking sets a consistently high standard, with 27 consecutive High Compliant/ Compliant reviews which she’s managed to maintain even when working in dispatching, mentoring and supervisory relief.
Jane is a much sought after mentor, with newer and more experienced staff alike often approaching her for advice and support.
Jane has been integral in the roll out and reinvigoration of the LiveMUM program within the North Coast Operations Centre.
Jane’s always actively involved, has an infectious can-do positive attitude which influences the team and contributes to a great work environment with better patient outcomes.
Lorna Locke – North Coast
Lorna commenced work as an EMD with the QAS in September 2022 and is a highly regarded North Coast OpCen team member.
Last year Lorna’s peers recognised her commitment to performance excellence, awarding her a “Golden Headset Pin”.
Lorna's call taking is of a consistently high standard, both from a technical compliance and customer service point of view.
She recently had 30 consecutive High Compliant/Compliant reviews in a row and is also considered a very proficient dispatcher.
Lorna is a supportive team member as demonstrated through her mentoring in both call taking and dispatch and can often be seen supporting her peers in the room.
Kayleigh McShane – South East OpCen
Kayleigh McShane started with the QAS in February 2024 and has quickly distinguished herself as an exceptional EMD.
From the outset, Kayleigh has demonstrated unwavering dedication to her role, consistently achieving a high standard of compliance in call taking.
Her individual Protocol compliance is outstanding, with 94 per cent of her reviewed calls deemed above compliance with 69 per cent assessed as high compliance.
Kayleigh’s professionalism is evident in every aspect of her work. She approaches each shift with a calm, focused demeanour, even in high-pressure situations, and consistently strives to do the right thing for patients and colleagues alike.
Her commitment to continuous improvement and excellence in service delivery is a testament to her character and work ethic.
Beyond her technical proficiency, Kayleigh is a valued OpCen team member, is well respected and liked by her peers, and known for her positive attitude and willingness to assist wherever needed.
Her presence contributes to a supportive and collaborative work environment, and she consistently exemplifies the values of compassion, integrity, and reliability.
Kayleigh is a shining example of what it means to be an EMD.
Caitlin Hannah – South East OpCen
Caitlin joined the QAS in August 2024 and has made an exceptional impact from day one.
Demonstrating unwavering professionalism and dedication in her role as an EMD, Caitlin consistently delivers high-quality service with a calm, compassionate, and caring approach that shines through in every Triple Zero (000) call she handles.
Her commitment to excellence is reflected in her outstanding protocol compliance and is a testament to her diligence and consistency.
Despite only being with the QAS for 12 months, Caitlin’s warm demeanour, attention to detail, and empathetic communication style make her a standout team member and a trusted voice at the end of a phone line during a crisis.
Laura Perry – South East OpCen
Laura joined the QAS in September 2023 and has quickly become an indispensable member of the South East Operations Centre.
In this time Laura has demonstrated the qualities every OpCen seeks in an EMD; professionalism, empathy, composure, and a genuine commitment to helping others.
Laura is consistently described by her peers as happy, calm under pressure, and always willing to lend a hand.
Her positive attitude and approachability create a supportive environment for her colleagues and callers.
Laura’s actions consistently contribute to the timely and effective delivery of patient care, even in the most challenging situations.
Laura is dedicated to performance excellence and has achieved an impressive Accredited Centre of Excellence (ACE) score of 9.18 across 11 reviewed calls, consistently demonstrating high compliance and adherence to best practice standards.
This high-performance level, especially so early in her career, is a testament to her natural aptitude and strong work ethic.
Laura is not only a high-performing dispatcher but also models compassion and reliability, lifting those working around her.
Kerri Trail – South East OpCen
Kerri Trail has been an invaluable QAS staff member since February 2022, consistently demonstrating the highest standards in her role as an EMD.
She has consistently acted as a role model within the OpCen - embodying the calm, compassionate, and professional qualities that define outstanding emergency service.
Kerri’s ability to remain composed under pressure, paired with her warm and engaging communication style, ensures every caller feels heard, respected, and supported.
Her unwavering commitment to patient care and timely service delivery is evident in every interaction.
Kerri demonstrates excellence which is reflected in her consistent high compliance and attention to detail.
Beyond the numbers, Kerri’s impact is felt deeply by her peers who support her nomination for the Dispatcher of the Year award.
Kerri’s dedication, empathy, and professionalism make her not only a standout dispatcher but also a true asset to the QAS and the communities she serves.
Vaughn Thomas – South East OpCen
Vaughn Thomas joined QAS in October 2014 and has since become a quiet yet powerful force within the Operations Centre.
Known as “the voice in the room”, Vaughn exemplifies the principle that true leadership can come from any position.
He is a steadfast team player who fosters a culture of excellence and care, and has consistently supported his colleagues, mentors and new dispatchers.
Despite dividing his attention between dispatch duties and mentoring, Vaughn’s dedication to high standards is reflected in his exceptional compliance to Protocol.
Due to his versatility within the OpCen, Vaughn only had 16 reviews completed in the past 12 months but 14 of these calls were reviewed as High Compliance.
These results speak to his precision, consistency, and commitment to delivering safe and effective emergency care.
Beyond the numbers, Vaughn leads with humility, integrity, and quiet confidence—qualities that inspire trust and respect.
His mentorship has helped shape the next generation of dispatchers, instilling in them the same values of professionalism, calm under pressure, and unwavering support for both patients and peers.
Vaughn Thomas is not only a high-performing dispatcher but also a role model and a pillar of his team.
Angela McCormick – South East OpCen
Since joining the Queensland Ambulance Service in January 2005, Angela McCormick has exemplified the highest standards of professionalism, compassion, and dedication in her role as an EMD.
Angela consistently demonstrates the core qualities expected of an EMD, serving not only as a role model to her peers but also as a beacon of excellence within the Operations Centre.
Angela’s leadership shines through her unwavering commitment to mentoring - an area she is deeply passionate about.
Whether formally assigned or informally supporting colleagues, Angela has consistently invested her time and expertise to uplift others, fostering a culture of continuous learning and support.
Her depth of knowledge in all aspects of OpCen operations is matched only by her generosity in sharing it.
Angela’s patient-first approach is evident in every call she takes.
She goes above and beyond to ensure that every individual receives the highest level of care and service. Her dedication to excellence is reflected in her outstanding Protocol compliance which is a testament to her precision, consistency, and pride in her work.
Angela has been awarded three High Performance Recognition Pins, one of which, a Gold Baby Pin, included coaching a fellow EMD (who was also a previous IAED Dispatcher of the year nominee), through the delivery of a healthy baby boy.
Angela is not just an exceptional EMD - she is a leader, a mentor, and a tireless advocate for quality care.
This is the 2nd time that Angela has been nominated for this prestigious honour.