Safety Gap

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.

In this episode of Safety Gap, hosts Cassidy Shield and Karen Marquez welcome Ryan Bennett, Director of Product Management at CENTEGIX, to discuss innovative advancements in school safety technology. Ryan provides a deep dive into CENTEGIX’s Crisis Alert solution, a wearable badge that empowers staff and administrators to respond to emergencies with unparalleled speed and precision. The discussion highlights the solution's “Identify, Notify, Respond” framework, which reduces response times and delivers real-time situational awareness.

Ryan shares the origin story of CENTEGIX, tracing its evolution from classroom cameras to a comprehensive alert solution deployed in over 14,000 locations nationwide. The conversation explores how the solution’s room-level accuracy, private managed network, and instant communication tools transform emergency response protocols, addressing everyday incidents and critical threats alike.

The hosts also delve into the broader impact of this technology, from its role in fostering safer school environments to enhancing instructional time. With insights into legislative trends like Alyssa’s Law and the future of AI-driven safety solutions, this episode offers valuable perspectives for educators, safety professionals, and policymakers.

In this episode of Safety Gap LIVE, Cassidy Shield and Karin Marquez explore the critical issue of delays in emergency response with guest Deirdre Fike, former VP of Investigations & Intelligence at MGM Resorts International. They discuss communication breakdowns between public and private sectors and how these gaps impact safety and security.

The conversation highlights the importance of strong relationships between enterprise security teams and law enforcement. Deirdre shares insights from her experience, emphasizing the need for clear communication protocols, consistent training, and proactive collaboration. They also discuss how technology and established relationships both contribute to improved emergency outcomes.

The episode also emphasizes the economic impact of delayed responses. The former VP of Investigations & Intelligence at MGM Resorts International highlights how communication and relationships with Law enforcement and risk management teams can improve the process in order to save on costs for organizations. The team closes out by highlighting that it's important for everyone to be on the same page when it comes to security and safety.