Within the Trenches

Ep 619 features Charles, a 911 professional and CTO at NVRDD, Massachusetts.

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Episode topics –

• Charles' path from chef and EMT to emergency dispatcher

• Translating soft skills and multitasking from the kitchen to the comms center

• The intensity and training required to handle life-and-death calls

• Handling emotional impact, tough calls, and support systems in dispatch

• Key advice for new dispatchers and lessons learned from five years in the trenches

If you have any comments or questions or would like to be a guest on the show, please email me at [email protected].

Ep 618 features Morgan, an Education Manager for Pafford Emergency Medical Services out of Mississippi.

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Episode topics –

• How Morgan's early experiences shaped her passion for EMS and dispatch

• The realities of dispatcher training, including unforgettable first calls

• The importance of mentorship and building a supportive team culture

• Dealing with trauma, burnout, and staying resilient in public safety

• Advice for future dispatchers and changing the culture for the next generation

If you have any comments or questions or would like to be a guest on the show, please email me at [email protected].

Ep 617 features Hayleigh, a 911 professional with NWECC out of Texas.

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Episode topics –

• Transitioning from the car business to emergency dispatch after a personal tragedy

• Navigating the overwhelm and training process as a complete newcomer

• First experiences on the dispatch floor, from multi-screen chaos to working holidays

• The realities of call volume, multitasking, and unexpected emotional calls

• Support systems and honest discussions about mental health and closure for dispatchers

If you have any comments or questions or would like to be a guest on the show, please email me at [email protected].

Ep 616 features Sydney, a 911 professional with NWECC out of Texas.

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Episode topics –

• Why Texas heat makes summer calls to 911 so unpredictable

• What it's really like starting a dispatch career with zero experience

• How intense calls, like suicide attempts and high-speed pursuits, shape dispatchers on the job

• The mental and emotional hurdles that come with helping people on their worst days

• Advice every new dispatcher should hear about surviving—and thriving—in the profession

If you have any comments or questions or would like to be a guest on the show, please email me at [email protected].

Ep 615 features Chief Manoushagian of NWECC in Texas.

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Episode topics –

• Chief Manoushagian's start in public safety as a dispatcher and his early struggles

• The transition from dispatch to police officer and the impact of military service

• Learning from failure and the importance of resilience in emergency communications

• Building stronger relationships and understanding between dispatchers and field officers

• Advice on leadership, authenticity, and staying true to yourself in law enforcement

If you have any comments or questions or would like to be a guest on the show, please email me at [email protected].

Ep 614 features Karla, a Center Manager with Chagrin Valley 911 Dispatch out of Ohio.

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Episode topics –

• The history and eerie reputation of the Chagrin Valley Dispatch complex

• Karla's accidental entry into public safety and how her hairstylist background helps on the job

• True stories from Karla's early days at a single-seat dispatch center, including high-pressure calls and department challenges

• Navigating career growth, overcoming fears, and the shift to regional dispatching

• Building positive center culture, the story of the famous bedazzled headsets, and the personal support found in the 911 community

If you have any comments or questions or would like to be a guest on the show, please email me at [email protected].

Ep 613 features Jen, a Quality Assurance and Training Manager with Chagrin Valley 911 Dispatch out of Ohio.

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Episode topics –

• Jen's path from criminal justice student to finding a lasting career in dispatch.

• The highs and lows of dispatcher training, including tough trainers and the importance of mentorship.

• Real stories about adapting to regionalized dispatch operations and handling high-stress situations.

• Calls that stick with dispatchers–from tragic emergencies to unexpectedly emotional moments.

• Lessons learned, advice for new dispatchers, and how the profession shapes the people behind the headset.

If you have any comments or questions or would like to be a guest on the show, please email me at [email protected].

Ep 612 features Lani, a CTO and 911 professional with Round Rock PD, TX.

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Episode topics –

• Lani's unique journey from caring for police K9s to answering life-changing emergency calls

• The biggest challenges and lessons of 911 call taker training

• How previous customer service experience prepped Lani for high-stress calls

• Personal stories from the front lines, including handling officer emergencies and emotional calls

• The importance of support, mentorship, and mental health resources for dispatchers

If you have any comments or questions or would like to be a guest on the show, please email me at [email protected].

Ep 611 features Emma, a 911 professional with Henderson County Sheriff's Office out of NC.

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Episode topics –

• Emma's deep-rooted family history in law enforcement and public safety

• Honest reflections on the challenges and unique support of being raised in a first responder household

• Transitioning from a paramedic dream to a career in dispatch due to unexpected health issues

• Navigating the hiring, orientation, and training process at the Henderson County Sheriff's Office

• Advice for newcomers and personal takeaways after ten months behind the headset

If you have any comments or questions or would like to be a guest on the show, please email me at [email protected].

Ep 610 features Ginny, a 911 professional with Henderson County Sheriff's Office out of NC.

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Episode topics –

• How Ginny was inspired from a young age to serve her community and what led her to a career in dispatch.

• The intense learning curve and initial shocks of her early days on the job.

• The importance of empathy, intuition, and the "human connection" in crisis situations.

• Changes in training culture, mental health support, and why peer support matters more than ever.

• Ginny's best advice for new dispatchers and her reflections on what she wishes she'd known at the start.

If you have any comments or questions or would like to be a guest on the show, please email me at [email protected].