In this episode of The Safety Gap, Cassidy Shield and Karin Marquez interview Laurie Flaherty, a well-regarded leader and pioneer in the 911 emergency services sector. Laurie shares her unique journey, beginning as an emergency nurse for 25 years before unexpectedly stepping into the world of 911 at the federal level. She details how, with little initial experience, she had to learn from the ground up, relying on the community to guide her. Laurie eventually became a pivotal convener, helping shape the nation’s first major steps toward modernizing 911, including leading efforts to build and test the prototype for Next Generation 911 (NG911).

The conversation delves into the systemic challenges and progress within the US 911 infrastructure. Laurie, Cassidy, and Karin discuss the “patchwork” reality of 911 service across the country, highlighting persistent disparities due to uneven funding and the absence of standardization. Laurie explains the significance of NG911, not just in receiving multimedia data, but in interconnecting call centers to ensure resilience during disasters. The group underscores the urgent need for federal investment and consensus around standards, while also stressing the importance of making lawmakers aware of the on-the-ground realities faced by 911 professionals. They suggest inviting policymakers to visit call centers for firsthand experience.

The episode wraps up with reflections on the evolution of the 911 profession and strategies for ongoing improvement. Laurie emphasizes the need for updated job descriptions, continued advocacy for proper classification of telecommunicators, and leveraging industry associations for professional growth and support. Vendors and technology partners are encouraged to share impactful stories and useful data to aid advocacy and legislative efforts. Laurie also shares her current approach to life post-retirement, seeking work that is both fun and impactful, and encourages the next generation to actively engage in the community for their own development as well as the betterment of emergency communications as a whole.

In this episode of The Safety Gap podcast, Cassidy Shield and Karen Marquez welcome Pat Hamilton, the Alliance Director for the I Love U Guys Foundation. Pat brings a wealth of experience from his background in public education and school safety, sharing the compelling origin story of the foundation, born out of tragedy in the wake of the 2006 Platte Canyon High School shooting, where the founders lost their daughter, Emily. The organization’s mission is clear: to protect the joy of youth through education and strong collaboration between schools, law enforcement, and communities.

The heart of the discussion centers around the Foundation’s cornerstone programs, the Standard Response Protocol (SRP) and the Standard Reunification Method (SRM). Pat explains how these protocols are now implemented in over 60,000 schools globally and offer streamlined, all-hazards guidance for leaders, teachers, students, and first responders. The conversation emphasizes the necessity of common language, ongoing training, and broad stakeholder involvement, from dispatchers and school resource officers to parents. Real-world examples highlight the ripple effect of collaboration, showing how community-wide safety plans and drills foster trust and preparedness.

Pat also explores the evolving landscape of school safety, recognizing both the significant progress made and the continued challenges of funding, parent engagement, and integrating new technology. The episode closes by broadening the lens, noting the growing focus on community safety in general, not just schools, and encouraging listeners to access the Foundation’s free resources, embrace open dialogue, and remain proactive in forging secure environments for all. The warmth and depth of the conversation underline that school safety is not just a protocol, but an ongoing, collective commitment.

In this episode of The Safety Gap podcast, Cassidy Shield and Karin Marquez sit down with Chris Salafia, CEO of Total Response, to explore the evolution of 911 call taking and public safety technology. The conversation kicks off with reflections on the recent NENA conference, where all noted an infectious energy and a sense of renewal as a younger, change-embracing generation enters the field. This backdrop sets the tone for a thoughtful dive into how the industry is adapting to both cultural and technological shifts.

Chris Salafia shares the personal and professional origins of PowerPhone, founded by his father in 1983 after recognizing the critical importance of call takers in emergency response—a realization rooted in a decades-old incident as a Connecticut State Trooper. Through his story, Chris highlights the growing recognition of call takers as “first responders” and emphasizes how standards of care and protocols have evolved. The group discusses how protocols, once simple training tools or rigid scripts, have transformed into flexible frameworks that combine structured guidance with the need for creative, empathetic problem-solving—ensuring both consistency and adaptability during unpredictable emergencies.

Looking to the future, the conversation spotlights how technology, particularly AI and real-time data platforms like RapidSOS, is radically improving emergency call workflows. These innovations help manage decision fatigue, streamline information delivery to field responders, and promise to make call handling both more effective and more human. Chris explains his decision to merge Total Response with RapidSOS as a way to supercharge this mission, bringing together organizations that share a passion for supporting those on the front lines of public safety. The episode closes with optimism for the industry’s ongoing transformation and a strong affirmation of the value, care, and expertise that dedicated call takers bring to communities everywhere.

In this episode of The Safety Gap Podcast, host Cassidy Shield and co-host Karin Marquez welcome Yasmine Mustafa, CEO and co-founder of ROAR, for an insightful discussion on innovations addressing crucial gaps in workplace safety. Yasmine opens up about her journey coming to the U.S. as a refugee, her challenges growing up undocumented, and the power imbalances she faced in unsafe jobs. These experiences shaped her passion for worker safety and directly inspired the creation of ROAR, a company dedicated to protecting vulnerable workers through smart, practical technology. 
 
The heart of the conversation revolves around ROAR’s discreet, wearable duress device, designed to empower workers to summon help instantly and precisely, even in hard-to-reach or dead-spot areas like stairwells and parking lots. The hosts and Yasmine share real-life examples—from hotel room intrusions to dangerous hospital incidents—demonstrating why traditional safety responses (like yelling, searching for a phone, or fixed alarm buttons) can be inadequate. They highlight how ROAR’s device bridges the critical gap, offering a reliable, standalone solution that does not depend on in-building Wi-Fi, ensuring immediate and effective emergency response. 
 
The episode also explores the broader landscape of safety technology adoption, discussing the rise of relevant legislation, barriers organizations face (notably cost and awareness), and the disconnect between management and frontline workers’ safety needs. Yasmine explains how ROAR quantifies impact for organizations, turning safety into both a recruitment tool and a driver for retention. The speakers delve into how ROAR’s system delivers precise information directly to 911 and onsite responders, ultimately arguing that workplace safety should be seen as a human right, with technology serving to empower, protect, and dignify every worker—especially as societal expectations around safety continue to evolve.

In this episode of The Safety Gap, Cassidy Shield and Karin Marquez sit down with Parminder Batra, CEO and founder of TrakNProtect. Parminder shares her unique journey from attorney and mom to safety tech entrepreneur, revealing how a simple desire to track everyday household items eventually evolved into a mission-driven company tackling critical safety issues in hospitality. Her personal story and background set the stage for an engaging and insightful conversation about both the inspiration behind, and the real-world impact of, her work.

The discussion dives deep into the development and deployment of TrakNProtect’s safety technology, particularly their discreet panic button system designed for hotel staff and housekeepers. Parminder explains how user feedback shaped the product—emphasizing simplicity, reliability, and long battery life—removing pain points like frequent battery charges or confusing interfaces. The group also explores broader challenges within the hospitality industry, such as regulatory requirements, cost concerns, and operational obstacles that can get in the way of prioritizing safety, as well as the cultural and economic pressures that can lead hotels to “check the box” rather than truly address staff security.

Looking ahead, Parminder shares her passion for expanding the reach and effectiveness of safety tech, highlighting plans for further product innovation and customization, and drawing connections to other sectors like schools and healthcare. The conversation underscores the urgent need for technology that is easy to adopt and genuinely protective, especially for vulnerable employees. Ultimately, the episode serves as both a compelling founder’s story and a candid look at the complexities of fostering safer workplaces—emphasizing that meaningful change requires both reliable tech solutions and a cultural commitment to employee well-being.

In this episode of The Safety Gap, hosts Cassidy Shield and Karin Marquez explore a hidden challenge facing 911 centers: up to 2 million non-emergency roadside calls annually that strain emergency resources and create safety gaps.

Guest Ben Zatlin from Agero shares how he discovered this problem through direct conversations with telecommunicators nationwide. Calls from stranded drivers whose cars won't start or who need lockout service force 911 centers into inefficient workarounds—from helping drivers Google local tow companies to simply refusing assistance.

Cassidy, Karin, and Ben discuss the intelligent safety solution that RapidSOS and Agero launched on May 20 in select states. The technology allows telecommunicators to send drivers a direct link to professional roadside assistance with a couple of simple clicks.

Ben explains how the system frees up telecommunicators for true emergencies while providing drivers transparent pricing and real-time tracking, creating a safer experience for everyone involved.

Tune in to see how tech-driven partnerships are freeing up 911 and getting help to drivers faster and smarter.

In this episode of The Safety Gap, hosts Cassidy Shield and Karin Marquez  speak with Scott Lowry, co-founder and CEO of StrataSite, about improving emergency response through incident action plans. Scott shares how his 25-year law enforcement career led him to identify critical gaps in coordinated emergency response, particularly in the "plus one" period after the initial crisis.

Scott explains that while first responders are trained to neutralize immediate threats, the subsequent coordination across public safety agencies often lacks structured planning. StrataSite creates digital incident action plans that provide emergency dispatchers and command staff with real-time access to critical response information, enhancing situational awareness across all responding agencies.

The conversation highlights the integration between StrataSite and RapidSOS, showcasing how this technology partnership delivers emergency response data directly to 911 centers and first responders. Scott emphasizes that while response planning is essential, communities should equally prioritize prevention strategies, particularly in school settings where early intervention can prevent violence.

In this episode of Safety Gap, Cassidy Shield and Karin Marquez talk with Dr. Michelle Lilly about the mental health of 911 telecommunicators. Michelle is a clinical psychologist and expert in 911 telecommunicator mental health. She discusses the unique stressors of the job. She also covers the impact on dispatchers.

Michelle's research reveals that PTSD rates in 911 dispatchers are similar to first responders in the field. She points out that factors like not being on scene can actually increase PTSD risk. Dispatchers may create more traumatic mental images than what is truly happening.

The conversation also explores the emerging issue of moral injury in 911. Michelle explains that moral injury stems from situations where dispatchers feel they made a mistake or failed to prevent a bad outcome. She highlights the need for better mental health resources and support within 911 agencies. Finally, Michelle and Karin urge companies developing 911 technology to advocate for 911 dispatchers and help fund better resources.

In this episode of Safety Gap, host Cassidy Shield is joined by Cait Kennedy from Vesta Healthcare and Jennifer White from RapidSOS to unpack why emergency medical calls often fall short—and what can be done about it.

Cait explains the challenges patients and caregivers face when deciding to call 911, especially when they don’t know what other options exist. She shares real examples of how repeated emergency calls can signal underlying issues like anxiety or lack of in-home support—and how timely provider intervention can shift outcomes.

Jennifer brings her 27 years of public safety experience to highlight the gaps in information for 911 centers and first responders. From missing health profiles to legal limitations on scene, she outlines why responders often default to emergency transports, even when they may not be needed. Together, the group explores a more connected approach where data, technology, and care teams work in sync to reduce unnecessary calls and improve patient care.

Eagle Eye Networks’ VP of Marketing, Cooper Briscoe, joins Cassidy Shield and Karin Marquez to explore a big leap in emergency response: live camera sharing with 911 centers. Cooper breaks down how real-time video access during emergencies gives telecommunicators faster, clearer insights—cutting down on guesswork and improving decisions when seconds matter.

The conversation covers both the private and public safety angles. Cooper outlines how schools, businesses, and cities can choose exactly which cameras to share—and only during emergencies—easing privacy concerns while still boosting safety. Karin adds perspective from the dispatch side, highlighting how the tech helps centers move beyond secondhand info and toward live situational awareness.

They also dig into AI’s growing role in video. From detecting spills in a store to finding a missing person on campus, the power of smart search and pattern recognition is already here. It's not just future talk—these tools are active, evolving, and changing how we respond today.