LifeLine 911

Send us Fan MailStaffing shortages have plagued emergency communications centers for years — and COVID made it dramatically worse. High turnover, burnout, tough schedules, and low pay continue to create constant vacancies in 9-1-1 centers across the country.On this episode of LifeLine 911, we dig into the real reasons experienced telecommunicators are leaving the profession and what it takes to attract and retain passionate, dedicated people who actually want to do this work.We discuss:• The root causes of chronic turnover in emergency call centers• How COVID permanently changed hiring and retention• What today’s applicants are really looking for (and what repels them)• Practical strategies for hiring people who will stay and thrive in the comm center• Leadership and agency changes needed to fix the staffing crisisIf you’re a supervisor struggling to keep seats filled, a dispatcher wondering why so many people leave, or someone thinking about becoming a 911 telecommunicator, this episode gives you honest insight into one of the biggest challenges facing our profession today.Real talk, real solutions — because we can’t help the public if we can’t keep our own centers properly staffed.Drop a comment: What’s the biggest reason for turnover at your center?LifeLine 911 – By dispatchers, for dispatchers and first responders.#911Dispatcher #StaffingCrisis #DispatcherTurnover #911Hiring #TelecommunicatorRetention #EmergencyCommunicationsAs always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailOver the last several years, the 9-1-1 and first responder world has seen a major shift in how we talk about mental health. The old stigma of being “weak,” “soft,” or “feckless” for struggling after traumatic calls has slowly given way to peer support programs, paid mental health days, counseling services, and more open conversations.But here’s the real question: Is any of it actually working?On this episode of LifeLine 911, we take an honest look at the progress — and the gaps — in mental health support for emergency telecommunicators and first responders.If you’re a 911 call-taker, police dispatcher, or supervisor who’s seen both the old “suck it up” culture and the new wellness initiatives, this is a no-fluff conversation about what’s actually making a difference on the floor.Real talk from people who’ve lived it — because the job hasn’t gotten any easier, and our mental health can’t be an afterthought.Drop your thoughts in the comments: Has mental health support improved where you work, or does it still feel like lip service?LifeLine 911 – By dispatchers, for dispatchers.#911Dispatcher #MentalHealthForDispatchers #PeerSupport #FirstResponderMentalHealth #TelecommunicatorWellness #911LifeAs always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailIn a structural collapse, every second counts, and sending humans in too early can cost lives. Today, public safety is turning to drones and ground robots to go where it's too dangerous for people.On this episode of LifeLine 911, we sit down with Coitt Kessler, a 21-year Austin Fire Department veteran, Robotics Emergency Deployment (RED) Team leader, and national voice on public safety robotics. From the streets of Austin to the national stage, Coitt has been on the front lines of integrating drones and tactical robots into real emergency response.Whether you're a call-taker feeding intel to the field, a dispatcher coordinating resources, or a supervisor preparing your center for evolving technology, this conversation gives you practical insight into the tools that are already reshaping emergency response.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailIn a structural collapse, every second counts, and sending humans in too early can cost lives. Today, public safety is turning to drones and ground robots to go where it's too dangerous for people.On this episode of LifeLine 911, we sit down with Coitt Kessler, a 21-year Austin Fire Department veteran, Robotics Emergency Deployment (RED) Team leader, and national voice on public safety robotics. From the streets of Austin to the national stage, Coitt has been on the front lines of integrating drones and tactical robots into real emergency response.Whether you're a call-taker feeding intel to the field, a dispatcher coordinating resources, or a supervisor preparing your center for evolving technology, this conversation gives you practical insight into the tools that are already reshaping emergency response.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailIn this episode of LifeLine 911, and to commemorate National Public Safety Telecommunicators' Week 2026, we have invited on two special guests, whose recent work has highlighted in a wonderful way the stories of the everyday heroes who wear the headset. Nichole Moore serves as the executive vice president and Juliana Krueger serves as a marketing communications specialist of Diverse Computing, a software company which strives to bring tools to public safety. They have recently published a new book entitled Calling All Heroes which captures dozens of stories written by emergency telecommunicators throughout the country. These brief, myriad, and sometimes intense vignettes of real life as a 9-1-1 operator or dispatcher showcase the tremendous work, skill, and love that goes into the profession to answer the call for help. You can find a copy of the book on Amazon at https://www.amazon.com/dp/B0FLF7PJY6?ref_=cm_sw_r_ffobk_cp_ud_dp_SJZV1D2E921WAW9RPYP2&bestFormat=trueCalling All Heroes Homepage: https://www.diversecomputing.com/calling-all-heroes-homeNPSTW 2026 Giveaway and Story Submission Form (Open April 12-18, 2026): https://woorise.com/diversecomputing/calling-all-heroes-giveaway-2026Year-Round Story Submission Form: https://woorise.com/diversecomputing/calling-all-heroes-share-your-story https://www.diversecomputing.com/As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailIn this episode of LifeLine 911, and to commemorate National Public Safety Telecommunicators' Week 2026, we have invited on two special guests, whose recent work has highlighted in a wonderful way the stories of the everyday heroes who wear the headset. Nichole Moore serves as the executive vice president and Juliana Krueger serves as a marketing communications specialist of Diverse Computing, a software company which strives to bring tools to public safety. They have recently published a new book entitled Calling All Heroes which captures dozens of stories written by emergency telecommunicators throughout the country. These brief, myriad, and sometimes intense vignettes of real life as a 9-1-1 operator or dispatcher showcase the tremendous work, skill, and love that goes into the profession to answer the call for help. You can find a copy of the book on Amazon at https://www.amazon.com/dp/B0FLF7PJY6?ref_=cm_sw_r_ffobk_cp_ud_dp_SJZV1D2E921WAW9RPYP2&bestFormat=trueCalling All Heroes Homepage: https://www.diversecomputing.com/calling-all-heroes-homeNPSTW 2026 Giveaway and Story Submission Form (Open April 12-18, 2026): https://woorise.com/diversecomputing/calling-all-heroes-giveaway-2026Year-Round Story Submission Form: https://woorise.com/diversecomputing/calling-all-heroes-share-your-story https://www.diversecomputing.com/As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailAntonio Ottaviani has spent 8 years as a medic and 5 years as a critical care medic; right in the heart of emergency response. Now he’s channeling that front-line experience into his brand-new podcast, The Line and the Oath, which launched this month and dives deep into the real issues facing law enforcement, fire, medical, and military personnel.In this episode of LifeLine 911, Antonio joins us to talk about what actually works (and what doesn’t) in first responder leadership. From the 9-1-1 call-taker’s headset to the back of the ambulance and the firehouse kitchen table, we explore the leadership struggles that every agency faces, and the practical best practices that can save careers, improve morale, and ultimately save lives.Whether you’re a dispatcher, call-taker, paramedic, firefighter, or law enforcement professional, this conversation delivers straight-talk insights you won’t hear in standard training. If you’re tired of the same old “leadership” buzzwords and want real-world strategies from someone who’s still in the fight, this episode is for you.🎙️ New episodes of LifeLine 911 drop weekly. Focused on 9-1-1 communications, police dispatching, and the full spectrum of first responder excellence.👉 Subscribe, rate, and share so we can keep amplifying the voices that protect our communities every single shift.#FirstResponders #Leadership #EMS #911Dispatcher #CriticalCareThe Line & the Oath website https://www.thelineandtheoath.com/Podcast out now and available across all platforms where podcasts are hosted. Check it out!As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailWorkplace stress is universal, but for emergency telecommunicators the stakes are profoundly higher. Each shift can carry moments of trauma, urgency, and emotional weight that linger long after the headset comes off. This episode examines the psychological toll of the profession and the practical strategies that help professionals recover, adapt, and return stronger to the console.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailWhen catastrophe strikes without warning, doubt is often the first adversary. From mass-casualty incidents to rapidly evolving threats, emergency communicators must rely on preparation, discipline, and composure. This episode examines the moments that test the limits of human performance—and why training remains the most reliable lifeline.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailFor more than two decades, June Browning has served at the console; answering calls, dispatching units, mentoring new hires, and standing as a steady resource within her center. Previously featured in our episode Bulletproof for her consistency and composure, June now joins us for a broader conversation about the profession itself. In this episode of LifeLine 911, we reflect on how emergency communications has evolved over the past 22 years, what has improved, what remains challenging, and where opportunity lies for the next generation of dispatchers. It is a candid discussion about endurance, leadership, and the future of a profession that rarely pauses.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailFor more than two decades, June Browning has served at the console; answering calls, dispatching units, mentoring new hires, and standing as a steady resource within her center. Previously featured in our episode Bulletproof for her consistency and composure, June now joins us for a broader conversation about the profession itself. In this episode of LifeLine 911, we reflect on how emergency communications has evolved over the past 22 years, what has improved, what remains challenging, and where opportunity lies for the next generation of dispatchers. It is a candid discussion about endurance, leadership, and the future of a profession that rarely pauses.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailIn Brown County, dispatchers are stepping away from the console—and their reasons sound strikingly familiar to emergency centers across the nation. Concerns about scheduling, workplace culture, and feeling unheard are not isolated complaints; they are symptoms of a broader retention challenge facing 9-1-1 agencies. In this episode of LifeLine 911, we examine what drives high turnover, what it costs agencies and communities, and whether meaningful change is possible before more headsets go silent.https://www.wbay.com/2026/02/05/former-911-dispatchers-concerned-about-turnover-with-tenured-employees/As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailFor many aspiring emergency telecommunicators, the interview panel is the first true test of whether they belong behind the headset. It is not a casual conversation. It is a structured evaluation conducted inside secure facilities, often by supervisors who understand precisely what is at stake when the wrong hire slips through. In this episode of LifeLine 911, we examine what agencies are genuinely assessing during dispatcher interviews, the qualities that quietly distinguish strong candidates, and the red flags that immediately raise concern. If you have ever wondered what happens on the other side of the table, or how to prepare for it, this discussion offers a clear and candid look at the process.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailSometimes the most serious emergencies do not come through a phone line or over the radio. They come quietly, in passing conversations with the people we work beside every day. In this episode of LifeLine 911, we examine the difficult position of hearing a coworker express distress, depression, or thoughts that raise real concern. We discuss the balance between compassion and responsibility, the fear of saying the wrong thing, and how workplaces—especially high-stress public safety environments—can respond when the warning signs appear internally rather than on a call screen.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailMost organizations train their people to respond to pressures from the outside—public scrutiny, high call volumes, and unpredictable emergencies. Yet in some environments, employees also feel compelled to protect themselves from internal dynamics such as inconsistent leadership, unclear expectations, or workplace politics. In this episode of LifeLine 911, we explore how internal friction quietly drains performance and morale, why it emerges in high-stress public safety settings, and what can be done to restore trust so energy can be spent where it matters most: serving the public.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailEmergency communications demands competence, resilience, and a willingness to work when most of the world is asleep. Those challenges are inherent to the job. In this episode of LifeLine 911, we examine a different kind of obstacle—one that does not stem from the work itself, but from the systems and attitudes that control access to it. From inconsistent hiring standards to unnecessary gatekeeping practices, we discuss how qualified candidates are sometimes filtered out for reasons unrelated to performance, and what that means for staffing, morale, and the future of the 911 profession.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailBecoming an emergency telecommunicator is not like applying for an ordinary job. From written exams and background checks to psychological screening, training academies, and probationary call-taking, the path into a 911 center is designed to filter for people who can perform under pressure when lives are on the line. In this episode of LifeLine 911, we walk through every stage of the hiring and onboarding process, explain what agencies are really looking for, and address the doubts most applicants quietly carry with them. If you have ever wondered whether you could make it behind the headset, this is where that journey begins.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailAs the city settles into sleep, the work inside the 911 center intensifies in different and often unseen ways. The night shift operates with fewer resources, heightened risk, and a steady stream of incidents that tend to surface under the cover of darkness. In this episode of LifeLine 911, we step into the nocturnal world of emergency communications to examine how dispatchers adapt to circadian strain, increased volatility, and the unique decision-making required when help is harder to reach. It is a look at the challenges—and the quiet professionalism—that define public safety after dark.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan Mail911 dispatchers are trained to follow protocols with precision—every question, every command, every keystroke has a purpose. Yet no checklist can account for every human variable that comes through the line. In this episode of LifeLine, we explore the moments when training alone isn’t enough and instinct takes over. What does intuition look like inside a PSAP? How is it developed, when is it trusted, and where are its limits? By examining the balance between procedure and judgment, this episode reveals the quiet, often invisible skill that helps dispatchers recognize danger before it fully announces itself.https://newschannel9.com/news/local/hamilton-county-dispatcher-honored-after-instincts-lead-to-life-saving-welfare-checkAs always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailWhen someone calls 911, the response begins immediately—but those first few minutes before responders reach the scene are often the most critical. In many emergencies, the actions taken by ordinary citizens can make the difference between life and death, yet most people hesitate or feel unsure of what to do. In this episode of LifeLine, we examine the hidden power of bystanders, the simple steps that protect victims and responders alike, and why early action matters more than most callers realize. Through practical insight and real-world examples, we reveal how anyone can become the most important part of the chain of survival long before the sirens arrive.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailFew moments feel more helpless than dialing 911 and hearing a recorded message instead of a call-taker’s voice. For most people, that pause triggers fear, frustration, and uncertainty—yet behind the scenes, an entire system is working at full capacity to route your call and get help on the way. In this episode of LifeLine, we explore why recorded messages occur, what’s happening inside your local PSAP when lines are overloaded, and what callers should do in those stressful moments. Episode 93 pulls back the curtain on the unseen mechanics that keep emergency communications going, even when every second feels far too long.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailArtificial intelligence is reshaping entire industries, from medicine to filmmaking, but one question looms larger than most: will the public accept AI as the voice that answers their emergency call? As automation moves closer to the dispatch console, the debate mirrors the legend of John Henry racing the steam engine—a contest between human judgment and machine efficiency. In this episode of LifeLine, we examine whether AI can be trusted with life-and-death decisions, how much responsibility the public is willing to hand over, and what may be gained—or lost—if the next voice on the line isn’t human at all.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailEvery election shapes a community’s future—but in small towns and rural counties, it can also decide who shows up when someone dials 911. On November 4, 2025, voters across the United States cast ballots on measures that directly impact fire, police, and EMS funding. While major cities often rely on stable budgets, countless smaller municipalities live election to election, their emergency services hinging on public approval and tax renewals. In this episode of LifeLine911, we explore how democracy meets disaster response—what happens when essential services depend on local goodwill and why the vote of a few dozen people can mean the difference between help arriving in minutes… or not at all.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] Referenced:https://walkercountyga.gov/2025/10/30/2026-splost-programs-emergency-communications/https://wtov9.com/news/local/monroe-county-voters-to-decide-on-new-911-levy-for-emergency-services-monroe-county-911-levy-emergency-services-sheriff-derek-norman-dispatch-center-ems-fire-department-tax-increasehttps://www.keranews.org/news/2025-11-04/rural-collin-county-voters-approve-increased-funds-for-fire-and-ambulance-emergency-service-district-texasSupport the show

Send us Fan MailEvery emergency starts with a sound—the rising wail of sirens cutting through traffic and tension alike. “Fire up the roof” has become shorthand for urgency, for life-and-death moments where seconds matter. But behind the flashing lights lies a question few stop to ask: at what cost? In this episode of LifeLine911, we examine the real consequences of lights-and-sirens responses—how much time they actually save, the risks they create for responders and civilians, and the psychological toll of constant high-speed urgency. Through research, reflection, and lived experience, we explore whether the tradition that defines emergency response is still serving its purpose—or if it’s time to rethink what it really means to save a life.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailAmerican Emergency Preparedness (AEP) is transforming the way first responders train. Known for high-quality emergency preparedness courses, AEP is now bringing its expertise online—making it easier than ever for 9-1-1 Operators, Dispatchers and other emergency services professionals to stay sharp. AEP's new online training platform helps you continue education, refresh vital skills, and learn from experienced instructors like Erica from LifeLine911—all from the comfort of your home or station.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] check out A.E.P.'s listing of training and signup, you can go to: https://www.ameri-prep.com/calendar-enrollTo contact Ted Bourgeois, you can email him at [email protected] the show

Send us Fan MailAmerican Emergency Preparedness (AEP) is transforming the way first responders train. Known for high-quality emergency preparedness courses, AEP is now bringing its expertise online—making it easier than ever for 9-1-1 Operators, Dispatchers and other emergency services professionals to stay sharp. AEP's new online training platform helps you continue education, refresh vital skills, and learn from experienced instructors like Erica from LifeLine911—all from the comfort of your home or station.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailIn law enforcement, trust isn’t just a principle—it’s a lifeline. When officers from different agencies respond to a crisis, they rely on one another to have their backs. On October 4, 2025, in Chicago, a tense situation unfolded that highlights just how critical this trust can be. LifeLine911 takes you inside the realities of inter-agency support, why backup can make the difference between safety and disaster, and the lessons every officer—and every citizen—can learn from it.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailBarbara Farris has served as a police dispatcher for the past 15 months — but unlike many who enter public safety early in life, Barbara began her law enforcement journey later than most. In this episode of LifeLine911, Barbara shares what it’s like to start a career in dispatch midlife, the unique challenges she’s faced, and the unexpected strengths that come with experience, patience, and perspective.We explore her path into the world of emergency communications, the emotional demands of the job, and how she found purpose and resilience in serving her community.If you’ve ever wondered what it takes to begin again — or to thrive under the pressure of the 911 headset — Barbara’s story offers honest insight and inspiration.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan Mail After seven years in law enforcement, Chris Howell took a new path—joining Flock Security to help others navigate the same transition. Now in his second year with Flock, Chris runs a unique “peer support” program that provides guidance, resources, and community for officers moving from the public sector into private industry. In this episode, we explore his journey, the challenges faced by those leaving the badge behind, and the importance of support systems during one of the most difficult transitions in a first responder’s career. Support the show

Send us Fan MailCritical thinking is more than just a buzzword—it is the foundation of sound decision-making in emergency communications. In this episode, we explore what critical thinking truly means for first responders, why it is essential in high-pressure environments, and how it shapes the judgments made on the line. We also discuss practical ways to strengthen this skill, ensuring that every call is approached with clarity, logic, and confidence.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailAdmitting mistakes is never easy. It challenges pride, ego, and identity — yet it remains the most vital step toward growth. For first responders, the stakes are even higher: errors can mean the difference between life and death. In this episode of LifeLine911, we explore why humility is not a weakness, but a strength that ensures long-term success in emergency services.We’ll examine how acknowledging errors builds resilience, strengthens teams, and improves patient outcomes. Through real-world lessons, we’ll uncover why owning the error can transform a moment of failure into an opportunity for growth, and why humility may be one of the most essential tools in a responder’s kit.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailBorn between 1997 and 2012, Generation Z is stepping into the workforce — including the world of emergency communications. Shaped by pandemics, social media, and a digital-first lifestyle, this 69-million-strong generation brings both challenges and opportunities to 9-1-1 centers.What happens when Gen Z joins the headset? In this episode, we explore how their unique perspectives, habits, and expectations are reshaping dispatch, and what that means for the future of public safety.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailEvery year, millions of 9-1-1 calls pour into centers across the U.S. In 2023 alone, Idaho answered over four million of them. But outdated systems in parts of the state made a tough job even harder for the dedicated telecommunicators on the other end of the line.Now, Sheriff Andy Creech — Chairman of the Idaho Public Safety Communications Committee — is leading efforts to modernize the system and bring Idaho’s emergency communications into the future.Join us as we explore the challenges, the solutions, and what this transformation means for first responders and the public they serve.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailLeadership is often defined by qualities such as integrity, transparency, diligence, and sound judgment—traits that transcend industries. Yet in specialized fields, like emergency communications, one question remains: are these universal skills enough? Or does true leadership in a dispatch center require firsthand experience behind the console? Can an outsider step into supervision and succeed, or is time on the headset an irreplaceable prerequisite?🎧 Listen now and join the conversation—have you experienced an "outsider' joining your ranks, or were you the outsider yourself? Share your story in the comments or email us at [email protected] always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailIn this episode of LifeLine911, we dive into one of the most infamous taboos in the culture of emergency services: the words you should never say on shift. Why do terms like "calm", "slow", or the dreaded "quiet" send shivers through dispatch centers and first responder units alike?We’ll explore the roots of this superstition, its impact on team culture, and what it reveals about the shared mindset of those who work under pressure in emergency communications. Is it just harmless tradition, or does it play a real role in how responders handle stress and expectation?Whether you’re an industry veteran, a trainee, or simply curious about the behind-the-scenes culture of emergency services, this episode sheds light on a quirk that unites professionals across the field.🎧 Listen now and join the conversation—have you experienced the “quiet shift curse” yourself? Share your story in the comments or email us at [email protected] always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailLifeLine911 episode 79 - Superstitions will be out Monday, August 25, 2025 at 05:00 eastern! Tune in! Support the show

Send us Fan MailWhen a dispatcher gives a unit in the field a direction, such as respond to the call, why does the police officer, medic, or firefighter listen to them, especially when the dispatcher is a civilian? This is because of delegated authority, which is how a structure with a hierarchy operates; lines of legitimate control flowing down from the top. Today we explore how and why this works.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailThe ideal emergency call takers and dispatchers are efficient and effective at their jobs, always paying attention to the screens, listening to the slightest change in voice from the callers and officers in the field. But not every operator can be these star service people. There are some who work hard enough just to get by. There are some who shoot for the Bronze Medal.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailOf all the groups of people that society works to protect, perhaps none is more important than children. They serve as society's future and promise. To paraphrase President John F Kenney, "Children are the world's most valuable resource and it's best hope for the future." But too often, children's needs and struggles are overlooked in school systems which need to accommodate thousands or hundreds of thousands of students, some of whom get lost in the shuffle. To combat this, the company Versaterm has created a new application of records management software called CaseWorX for Schools, designed to help school districts and even entire states monitor their students' needs in a streamlined and easily accessible fashion. To help discuss this new and promising platform, we've asked Amanda Lewis, Product Manager with CaseWorX for Schools on to tell us about how better record management can identify small issues before they become big ones. But, will an ounce of prevention be worth a pound of cure?If you would like more information on Versaterm's CaseWorX for Schools, it can be found on their website: https://www.versaterm.com/solution/caseworx-for-schools/As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailIn the first responder life, it is always important to be strive to have the best equipement, training, and resources available. But if you try and keep up with the Jones' (i.e. other agencies) you'll always find yourself lacking in some regards. That is why it's important to be thankful for what you have at your agency, because no agency can have everything. In short, be sure to count your blessings. This is LifeLine.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailEmergency operators are often faced with a myriad of challenges throughout each shift they work; from the routine to the exceptional. These calls, while they might seem quite difference on the surface, are all really worked with the same fundamentals; keeping the responding units and citizens safe, providing prompt response, and maintaining excellent notes on what is occurring so that the case can be correctly followed-up on. Joining us this week is dispatch supervisor Tatiana Rivera, who is also an instructor for AEP to discuss how emergency operators can work through these calls.https://www.ameri-prep.com/As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailEmployee perks can range from picking a time to go to lunch, to preferences on parking; they are generally smaller things that can add up to a lot to make the employees feel appreciated for their hard work. But, when these perks become entrenched or expected, they may slowly morph into entitlements, which can be the basis for many issues with an emergency communications center.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailOn July 1, 2025 at 12:01 am, the unionized city workers of the City of Philadelphia went on strike to protest for better wages and conditions. While the merits of units and strikes and general, and public sectors unions in particular, is its own discussion, what is relevant to us is that the 9-1-1 operators and police dispatchers also went on strike. That means that emergency calls for service in the City of Brotherly Love go unanswered to some extent. Is there an acceptable reason for emergency operators to strike? As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailIn the emergency communication profession, 9-1-1 operators and dispatchers will often times receive a battering from irate callers who speak with them in a less than civil manner. Expletives, derisive comments, and cruel remarks are among the insults which are hurled at telecommunicators whos job it is to help the public. But how should a 9-1-1 operator respond when the caller is being abusive towards them?As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailEvery day, 9-1-1 telecommunicators answer calls from individuals under the influence of drugs and/or alcohol. These calls are often unpredictable, emotional, and at times dangerous - not only for the caller but for the responders en route. Callers may be extremely agitated, uncooperative, or even hallucinating and it is the 9-1-1 operator's job to figure out what is going on. But how can they make sense of an addict's topsy-turvy world? Join us this week as we discuss.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailIn an emergency situation, people know that they can call for help using the 9-1-1 phone number in the United States and they will be connected with an operator for help. But what happens when the emergency call center has an issue of its own which causes the lines to not be answered? These events, while uncommon, do happen throughout the country. How do emergency call centers get back on their feet to answer the call to serve?As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailOne of the most prevalent questions that people considering a career in the emergency telecommunications field is "what if I know the caller?" This can be a challenging and almost nightmare scenario for people to contemplate: how to provide emergency services to a loved-one. Aside from the emotional toll it can take on you, there are also the ethical and moral questions which come along with it. Join us this week as we discuss how to navigate through such a call.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailThe first few moments of an emergency 9-1-1 call set the tone and success of the entire incident. Knowing how to control a call from the beginning to be able to ask questions and receive information quickly is critically important to obtaining a positive outcome to emergency calls. But how do the telecommunicators do that when there is so much riding on the line? Join your host Erica this week as we delve into that topic.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailLook, up in the sky. It's a man. It's a bird. It's a... telecommunicator doing exactly what they were trained to do. Dispatchers and 9-1-1 operators are called upon to work difficult situations on a not infrequent basis. These men and women who don the headsets and answer the phones are trained to do their jobs to high standards, but sometimes these standards can slip when compliancy (that silent killer) steps in. How can someone whos work is so vitally important to be correct every time keep their skills sharp? How can they ensure that they follow all SOPs, ask every question, and relay all vital information? In short, how can they make their work, and themselves, bulletproof? Join your host Erica as we discuss that this week! As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show

Send us Fan MailEach day, 9-1-1 operators work to help their communities by answering emergency calls placed to their centers. Most of these calls are typical burglar alarms, noise complaints, and other day-to-day incidents, but once in awhile they get a profound call which tests their abilities, knowledge, and even endurance. Nastacia Johnson was working an overtime assignment one day and had the opportunity to test her mettle as a telecommunicator; the result was being awarded the Texas NENA Telecommunicator of the year award for the 2024 - 2025 year. This is her story.As always, if you have any questions or comments on the show, or you would like to connect with us, please send us an email to [email protected] the show