Heroes of CentralSquare: Kyle Thaggard

Some of the most important work in public safety happens without an audience. No ceremony, no announcement – just someone making the right call and keeping things moving for the people who depend on them.

That’s what Nominate a Hero was created to recognize. Since our first round of honorees, we’ve had the privilege of hearing story after story about people across the public safety community who show up, lead with integrity, and make their agencies – and their communities – stronger. Each nomination is a reminder of what this work is really about.

Kyle Thaggard, Assistant Director at City of High Point 911, is one of those first-round honorees. His story is worth telling.

About Kyle

Kyle Thaggard is the Assistant Director at City of High Point 911, and his path into that role is one that required stepping up under pressure. He took on the position during the COVID-19 crisis, one of the most challenging periods for both the center and country. His predecessor left due to injury and early retirement, and Kyle inherited a department mid-construction of a new facility, with a third of its staff gone.

Kyle launched one of the largest hiring efforts his nominator had ever seen in their career. He created new positions to give staff room to grow. He fought for and secured double-digit percentage point pay increases for current employees. And he moved the center into a new building, bringing permanent schedules that support dispatcher health and wellbeing.

He’s done all of this while serving on both state and federal boards, making sure smaller and mid-sized centers have a voice in the rooms where policy gets made.

Off the clock, Kyle is the primary caretaker for his 100-year-old grandfather – who has been known to stop by the center for a visit. It’s a small detail that says something about who Kyle is: someone who shows up, both at work and at home.

“His cool demeanor, leadership and foresight have led us through the darkest waters into something approaching normalcy,” shared the person who nominated him.

Q&A with Kyle

1. What inspires you to be Hero-Grade?

“This work puts you right in the middle of people’s worst moments and the help they are counting on. Knowing that what we do in those moments matters, even behind the scenes, keeps me grounded and focused. I was drawn to public safety because it meant being part of something bigger than myself, and that purpose still guides how I show up and support the people around me.”

2. What impact are you most proud of in the communities you serve?

“For me, it has been about advocating for our people and strengthening support systems in a way that builds trust, stability, and confidence,  particularly when the work is most demanding.”

3. How do you stay motivated to be Hero-Grade during difficult situations?

“I stay motivated by surrounding myself with a team of innovative thinkers who support one another and are willing to talk ideas through openly. Having people I can rely on as sounding boards, share perspectives with, and work through challenges alongside makes a real difference during difficult periods. That collaboration helps keep me grounded, focused, and committed to doing the work the right way.”

4. How has teamwork impacted your role?

“Building strong relationships within the center, with our partner agencies, and with our corporate allies has strengthened trust and created real bonds across the board. That trust allows us to work more efficiently, be open with one another, and be bold when sharing new ideas. When people feel comfortable collaborating and talking things through, it leads to better solutions and stronger outcomes for everyone involved.”

5. What advice would you give to others who strive to make a meaningful impact in public service?

“I have found that real impact comes from leading with empathy and integrity. Listening to people, standing up for them when it counts, and not avoiding tough conversations helps build trust and long term change. Consistency and care matter more than anything else.”

6. Looking ahead, how do you hope to continue serving your community?

“I stay focused on strengthening our agency by supporting the people who do this work and addressing challenges directly. Preparing for the future, developing leaders, and pushing for meaningful improvements helps make sure our community can count on us when it matters most.”

Celebrate the Heroes Around You

Every honoree in our Nominate a Hero series has a different story – different roles, different challenges, different communities they serve. What they share is the kind of commitment that doesn’t wait to be asked. They find the problem, do the work, and make things better for the people around them.

Kyle’s story came to us because someone who works alongside him took the time to put it into words. That nomination made this spotlight possible.

If someone in your organization deserves that same recognition, we want to hear about them. Nominate a Hero today and help us keep telling the stories that matter.