In February, at the International Council of Helplines Annual Membership Meeting, one of our own was recognized on an international stage. Toby, a longtime Call Specialist and Shift Supervisor, was awarded the International Council of Helplines’ Eleanor Letcher Staff Spirit of Contact Award, a meaningful acknowledgment of his decades of compassion, dedication, and impact.
For 22 years, Toby has been a constant presence in our 24-hour blended call center. His commitment is remarkable not only for its longevity, but for the consistency and care he brings to every single interaction. Alongside his work with us, Toby has balanced being a devoted father and holding another full-time role in Applied Behavior Analysis therapy, a reflection of his deep commitment to helping others in every aspect of his life.
Toby is especially known for his work during overnight shifts, where his calm, empathetic voice has become a source of comfort for countless callers. In moments when individuals feel most alone, he shows up steady, patient, and ready to listen. Over the years, he has built meaningful relationships rooted in trust, offering not just support in a moment of crisis, but a sense of connection that keeps people coming back when they need it most.
His approach is deeply person-centered. Toby doesn’t just hear callers, he advocates for them. He brings their needs forward to leadership, helping shape individualized support plans so each person receives the care and attention they deserve. His work extends beyond the phone lines, influencing how we grow and improve as an organization.
Within our team, Toby is a pillar. He leads not only through his role as a Shift Supervisor, but through his example. His reliability, insight, and institutional knowledge strengthen those around him. Whether mentoring new staff or supporting seasoned colleagues, he helps cultivate a culture grounded in compassion and excellence.
While 22 years of service is an incredible milestone, Toby’s impact cannot be measured in time alone. It lives in the voices he has reassured, the lives he has touched, and the standard of care he models each and every day.
We are honored to celebrate Toby and this well-deserved recognition. His work reminds us of the profound difference one person can make simply by showing up, listening, and caring. he