Within the Trenches
9-1-1 where is your emergency is what people hear when they call for help, but what is it really like to answer a call during someone’s nightmare? What is the impact on the first responder answering the call? Put on the headset each week to get a glimpse into the world of emergency dispatch, and imagine listening.
info_outline
Within the Trenches Ep 635
12/31/2025
Within the Trenches Ep 635
Join me for a special New Year’s Eve episode of Within the Trenches, where I share deeply personal and unforgettable stories from the past. Sponsored by INdigital - | | | RapidSOS - | | | Milestones and growth of the Within the Trenches podcast, including over 2.4 million downloads and international reach Ricardo’s holiday adventures and family stories, from running the Rocky Steps to visiting Centralia, PA Behind-the-scenes tales of working New Year’s Eve shifts as a dispatcher, including humorous and challenging calls Personal experiences taking emergency calls involving friends, family, and even his own house A heartfelt tribute to Ricardo’s Uncle Emmett and reflections on the importance of family, connection, and living life without regrets If you have any comments or questions or would like to be a guest on the show, please email me at .
/episode/index/show/withinthetrenches/id/39577180
info_outline
Within the Trenches Ep 634
12/23/2025
Within the Trenches Ep 634
Join me for a special holiday episode of Within the Trenches, where I share deeply personal and unforgettable stories from Christmases past. Join me for a special holiday episode of Within the Trenches, where I share deeply personal and unforgettable stories from Christmases past. Sponsored by INdigital - | | | RapidSOS - | | | An unforgettable family break-in during the holidays and how it shaped Ricardo’s outlook on safety The emotional impact of reuniting with past events through old dispatch records Funny and touching family moments, including a classic gift reveal mishap Sharing the legendary "Santa BOL" live on the radio and its lasting effect on the community How dispatchers stay resilient, create joy, and support each other during the toughest times If you have any comments or questions or would like to be a guest on the show, please email me at . An unforgettable family break-in during the holidays and how it shaped Ricardo’s outlook on safety The emotional impact of reuniting with past events through old dispatch records Funny and touching family moments, including a classic gift reveal mishap Sharing the legendary "Santa BOL" live on the radio and its lasting effect on the community How dispatchers stay resilient, create joy, and support each other during the toughest times If you have any comments or questions or would like to be a guest on the show, please email me at .
/episode/index/show/withinthetrenches/id/39515590
info_outline
Within the Trenches Ep 633
12/20/2025
Within the Trenches Ep 633
Ep 633 features Meagan, a 911 professional out of Kansas. Sponsored by INdigital - | | | RapidSOS - | | | How Meagan was inspired by her family's legacy in public safety and shifted from loss prevention to dispatch. The challenges and learning curves facing new dispatchers, including handling overwhelming noise and high-stress situations. First-hand accounts of critical incidents: from supporting officers during pursuits to dangerous situations. The importance of mental health, peer support, and coping mechanisms in dispatch, including emotional support animals. The impact of teamwork, support systems, and recognizing the wins within a tough and demanding career. If you have any comments or questions or would like to be a guest on the show, please email me at .
/episode/index/show/withinthetrenches/id/39480125
info_outline
Within the Trenches Ep 632
12/14/2025
Within the Trenches Ep 632
Ep 632 features Hope, a 911 director with New Hanover County 911 out of NC. Sponsored by INdigital - | | | RapidSOS - | | | Episode topics – First-hand accounts of Hope’s early days as a young dispatcher and her baptism by fire The unique demands and life-or-death challenges of working in rural, small-town dispatch centers The critical impact of effective training, team culture, and mentorship in 911 centers Raw, emotional stories from major incidents, including the devastating effects of Hurricane Helene Lessons in leadership, mental health support, and advice for anyone entering or staying in emergency communications If you have any comments or questions or would like to be a guest on the show, please email me at .
/episode/index/show/withinthetrenches/id/39401765
info_outline
Within the Trenches Ep 631
12/04/2025
Within the Trenches Ep 631
Ep 631 features Anthony, a 911 professional and supervisor with Cass County Central Dispatch in Michigan. Sponsored by INdigital - | | | RapidSOS - | | | Episode topics – What dispatchers might say if sarcasm was allowed on 911 calls The surprising reality behind common (and not-so-emergency) 911 calls Dispatchers’ picks for their ultimate theme songs while putting on the headset Hilarious slip-ups like accidentally saying "I love you" to callers The must-have snacks and dream dispatch chair features every dispatcher deserves If you have any comments or questions or would like to be a guest on the show, please email me at .
/episode/index/show/withinthetrenches/id/39268560
info_outline
Within the Trenches Ep 630
11/25/2025
Within the Trenches Ep 630
Ep 630 features Nate, a 911 professional and trainer with Cass County Central Dispatch in Michigan. Sponsored by INdigital - | | | RapidSOS - | | | Episode topics – The critical role of RapidSOS technology in saving lives and responding to emergencies. The emotional impact of high-stress calls, including life-saving successes and tragic outcomes. Reenactments and media attention: what it's really like to have cameras in your face after a crisis. The importance of closure, peer support, and healthy coping mechanisms in 911 dispatch work. Building strong relationships with field responders and the realities of teamwork in life-or-death situations. If you have any comments or questions or would like to be a guest on the show, please email me at .
/episode/index/show/withinthetrenches/id/39173585
info_outline
Within the Trenches Ep 629
11/20/2025
Within the Trenches Ep 629
Ep 629 features Anthony, a 911 professional and supervisor with Cass County Central Dispatch in Michigan. Episode topics – Anthony’s path from growing up around the firehouse to working 24 years in public safety and 13 years in dispatch The unexpected challenges and misconceptions about working in 911, including memorable early calls and on-the-job lessons Raw stories that stuck with Anthony, from life-saving outcomes to heartbreaking losses How burnout, compassion, and teamwork shape dispatchers over time Rapid changes in 911 technology and how the role continues to evolve amidst new tools and expectations If you have any comments or questions or would like to be a guest on the show, please email me at .
/episode/index/show/withinthetrenches/id/39110855
info_outline
Within the Trenches Ep 628
11/11/2025
Within the Trenches Ep 628
Ep 628 features Janie and Nate, 911 professionals with Cass County Central Dispatch in Michigan. Sponsored by INdigital - | | | RapidSOS - | | | Episode topics – The nerve-wracking experience of being filmed for a special project at Cass County Central Dispatch and Edwardsburg Fire Department How Janie and Nate each found their way into dispatch and their early training struggles Their personal accounts of memorable first calls and surprising moments on the job Detailed breakdown of a life-saving crash detection incident and rapid response teamwork The emotional reunion between dispatchers and the accident survivor, and reflections on how dispatch changes lives If you have any comments or questions or would like to be a guest on the show, please email me at .
/episode/index/show/withinthetrenches/id/38994775
info_outline
Within the Trenches Ep 627
11/07/2025
Within the Trenches Ep 627
Ep 627 features Tipi, the Chief of Staff at the Office of Unified Communications (OUC). Sponsored by INdigital - | | | RapidSOS - | | | Episode topics – Tipi’s journey from high school aspirations to Chief of Staff at the Office of Unified Communications Early experiences and powerful calls that shaped her public safety career Major differences in call types and procedures between Amtrak and Montgomery County dispatch The impact of ECC workplace culture on retention and employee wellness Actionable strategies and real examples to improve morale and build positive ECC environments If you have any comments or questions or would like to be a guest on the show, please email me at .
/episode/index/show/withinthetrenches/id/38956920
info_outline
Within the Trenches Ep 626
10/29/2025
Within the Trenches Ep 626
Ep 626 features Jim Schmidt, father of Gabby Petito, first responder, and secretary of the Gabby Petito Foundation. This is a special crossover episode with the Safety Gap podcast where I was a guest co-host with Karin Marquez, Chief Public Safety Brand Officer with RapidSOS. Learn more about the Gabby Petito Foundation and find resources at . If you or someone you know is experiencing domestic violence, call 1-800-799-SAFE or text START to 88788 for help. Learn more about the Safety Gap podcast from RapidSOS at Sponsored by INdigital - | | | RapidSOS - | | | Episode topics – Jim Schmidt’s 25-year journey in public safety, including his experience as a dispatcher, EMT, firefighter, and instructor. The Petito family’s decision to turn tragedy into advocacy by founding the Gabby Petito Foundation. Gaps in first responder and dispatcher training when it comes to recognizing subtle signs of domestic violence. How technology and cross-agency collaboration can improve outcomes for survivors. Actionable advice for both first responders and the public to identify, intervene, and support those affected by domestic violence. If you have any comments or questions or would like to be a guest on the show, please email me at .
/episode/index/show/withinthetrenches/id/38829360
info_outline
Within the Trenches Ep 625
10/22/2025
Within the Trenches Ep 625
Ep 625 features Phillip Daniels, a 911 Administrator, and Deputy Chief of Desoto Parish Sheriff's Office in Louisiana. Sponsored by INdigital - | | | Episode topics – How Philip transitioned from working in an alligator farm to a lasting career in public safety The challenges and surprises faced when moving from patrol to dispatch Stories of real-life trauma, resilience, and the importance of mental wellness for first responders The pivotal impact of dispatcher support and peer connections during difficult calls Insights into the ongoing battle for 911 dispatcher reclassification and recognition in public safety If you have any comments or questions or would like to be a guest on the show, please email me at .
/episode/index/show/withinthetrenches/id/38747040
info_outline
Within the Trenches Ep 624
10/15/2025
Within the Trenches Ep 624
Ep 624 features Victoria, a 911 professional out of Texas. Sponsored by INdigital - | | | Episode topics – Navigating the massive APCO conference and its unique vendor hall experiences, including the mobile dispatch center "Thor" and wellness puppies Victoria’s journey from loss prevention to 9-1-1 dispatch and her first intense calls, including a tornado emergency and a deadly accident The challenges and mental toll of being a new dispatcher and the expectations of perfection in the role Learning about ACE accreditation, protocol-based dispatching, and the importance of quality assurance The impact of peer support and mental health resources, how Victoria overcame trauma with EMDR therapy, and her path to becoming an academy instructor after a life-changing leadership retreat If you have any comments or questions or would like to be a guest on the show, please email me at .
/episode/index/show/withinthetrenches/id/38596335
info_outline
Within the Trenches Ep 623
10/08/2025
Within the Trenches Ep 623
Ep 623 features Mandi, a 911 professional out of Texas. Sponsored by INdigital - | | | Episode topics – Mandi’s journey from a small Texas town to nearly 25 years in public safety, including jumping into dispatch right out of high school The challenges of moving from a tiny agency to a much larger city call center Honest discussion about early on-the-job “training” and the growth that comes from hard calls Memorable and unusual calls from the field—like the elderly lady who took care of business with her shovel Why professional growth, stepping out of your comfort zone, and connecting with others in the industry really matter If you have any comments or questions or would like to be a guest on the show, please email me at .
/episode/index/show/withinthetrenches/id/38515155
info_outline
Within the Trenches Ep 622
09/30/2025
Within the Trenches Ep 622
Ep 622 features Jennifer, a 911 professional and Coordinator out of Texas. Sponsored by INdigital - | | | Episode topics – Jennifer’s first ever experience at a national public safety conference and her takeaways The value of networking, vendor halls, and unexpected wellness moments (like puppy therapy!) Transitioning from the military to dispatch, and what it’s like jumping into the field during COVID Developing the crucial “dispatch ear” and navigating high-pressure calls—including those she’ll never forget Advice for new dispatchers and the importance of staying resilient and open-minded in a tough profession If you have any comments or questions or would like to be a guest on the show, please email me at .
/episode/index/show/withinthetrenches/id/38409500
info_outline
Within the Trenches Ep 621
09/24/2025
Within the Trenches Ep 621
Ep 621 features Brianna, a 911 professional out of Pennsylvania. Episode topics – Brianna’s unconventional start in public safety and how an EMT background led to a dispatch career Behind-the-scenes of dispatcher training, early challenges, and handling life-or-death calls Discussion of high-stress incidents, including a hostage situation that blurred the line between hoax and reality The evolving culture around wellness and mental health in 911 dispatch Brianna’s powerful personal “why” for serving in emergency communications and 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 .
/episode/index/show/withinthetrenches/id/38342530
info_outline
Within the Trenches Ep 620
09/17/2025
Within the Trenches Ep 620
Ep 620 features Heidi, a 911 professional with Anoka County ECC out of Minnesota. Sponsored by INdigital - | | | Episode topics – The realities and challenges of starting a career in 911 dispatch decades ago How conference networking and volunteering can impact your career and growth The drastic changes in technology from paper logs to AI-assisted call management The importance of mental health support and culture change in emergency communications Memorable, high-impact calls and advice for those entering or working in the dispatch profession If you have any comments or questions or would like to be a guest on the show, please email me at .
/episode/index/show/withinthetrenches/id/38255855
info_outline
Within the Trenches Ep 619
09/12/2025
Within the Trenches Ep 619
Ep 619 features Charles, a 911 professional and CTO at NVRDD, Massachusetts. Sponsored by INdigital - | | | 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 .
/episode/index/show/withinthetrenches/id/38192530
info_outline
Within the Trenches Ep 618
09/03/2025
Within the Trenches Ep 618
Ep 618 features Morgan, an Education Manager for Pafford Emergency Medical Services out of Mississippi. Sponsored by INdigital - | | | 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 .
/episode/index/show/withinthetrenches/id/38078750
info_outline
Within the Trenches Ep 617
08/28/2025
Within the Trenches Ep 617
Ep 617 features Hayleigh, a 911 professional with NWECC out of Texas. Sponsored by INdigital - | | | 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 .
/episode/index/show/withinthetrenches/id/37998860
info_outline
Within the Trenches Ep 616
08/20/2025
Within the Trenches Ep 616
Ep 616 features Sydney, a 911 professional with NWECC out of Texas. Sponsored by INdigital - | | | 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 .
/episode/index/show/withinthetrenches/id/37892940
info_outline
Within the Trenches Ep 615
08/15/2025
Within the Trenches Ep 615
Ep 615 features Chief Manoushagian of NWECC in Texas. Sponsored by INdigital - | | | 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 .
/episode/index/show/withinthetrenches/id/37838200
info_outline
Within the Trenches Ep 614
08/07/2025
Within the Trenches Ep 614
Ep 614 features Karla, a Center Manager with Chagrin Valley 911 Dispatch out of Ohio. Sponsored by INdigital - | | | 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 .
/episode/index/show/withinthetrenches/id/37718035
info_outline
Within the Trenches Ep 613
07/30/2025
Within the Trenches Ep 613
Ep 613 features Jen, a Quality Assurance and Training Manager with Chagrin Valley 911 Dispatch out of Ohio. Sponsored by INdigital - | | | 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 .
/episode/index/show/withinthetrenches/id/37607440
info_outline
Within the Trenches Ep 612
07/23/2025
Within the Trenches Ep 612
Ep 612 features Lani, a CTO and 911 professional with Round Rock PD, TX. Sponsored by INdigital - | | | 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 .
/episode/index/show/withinthetrenches/id/37522460
info_outline
Within the Trenches Ep 611
07/15/2025
Within the Trenches Ep 611
Ep 611 features Emma, a 911 professional with Henderson County Sheriff's Office out of NC. Sponsored by INdigital - | | | 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 .
/episode/index/show/withinthetrenches/id/37419365
info_outline
Within the Trenches Ep 610
07/09/2025
Within the Trenches Ep 610
Ep 610 features Ginny, a 911 professional with Henderson County Sheriff's Office out of NC. Sponsored by INdigital - | | | 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 .
/episode/index/show/withinthetrenches/id/37348130
info_outline
Within the Trenches Ep 609
07/02/2025
Within the Trenches Ep 609
Ep 609 features Tiffany, a 911 professional and NENA Gold Line Scholarship recipient out of Utah. Sponsored by INdigital - | | | Episode topics – How attending national conferences transformed Tiffany’s perspective on her career and renewed her passion for 911 dispatch. Her honest account of struggling with work culture, lack of support, and the challenges of not fitting in. The process and impact of winning the prestigious Gold Line Scholarship and what it meant to her professionally and personally. Powerful stories from Tiffany’s first year as a dispatcher, including calls that left a lasting emotional mark. The importance of seeking support, building healthy work environments, and not waiting for permission to put yourself first. If you have any comments or questions or would like to be a guest on the show, please email me at .
/episode/index/show/withinthetrenches/id/37256710
info_outline
Within the Trenches Ep 608
06/28/2025
Within the Trenches Ep 608
Ep 608 features Emily, a 911 supervisor with Henderson County Sheriff's Office out of NC. Sponsored by INdigital - | | | Episode topics – Emily’s unique work schedule and the infamous Dupont shift explained Her journey from retail to public safety and what drew her to dispatch The importance of support systems both at home and in the workplace Memorable and bizarre calls—from pet monkeys and smart criminals to life-and-death emergencies How dispatch changes you, coping mechanisms, and advice for newcomers in the field If you have any comments or questions or would like to be a guest on the show, please email me at .
/episode/index/show/withinthetrenches/id/37202860
info_outline
Within the Trenches Ep 607
06/20/2025
Within the Trenches Ep 607
Ep 607 features Michelle, a 911 professional with Henderson County Sheriff's Office out of NC. Sponsored by INdigital - | | | Episode topics – How Michelle stumbled into dispatch work during college and why it stuck with her The impact of working high-stress 911 calls and handling traumatic incidents Balancing personal wellness with the demands of public safety and learning to set boundaries The evolution of peer support and mental health resources for dispatchers over the years What Michelle wishes she could tell her younger self about identity, self-worth, and life outside the headset If you have any comments or questions or would like to be a guest on the show, please email me at .
/episode/index/show/withinthetrenches/id/37088130
info_outline
Within the Trenches Ep 606
06/11/2025
Within the Trenches Ep 606
Ep 606 features Desiree, a 911 professional with Henderson County Sheriff's Office out of NC. Episode topics – Desiree’s journey from curious high school grad to experienced 911 dispatcher The intimidating and unique environment of a dispatch center Handling tough calls, including life-or-death moments and emotional aftermath How public safety work changes you as a person—both toughening and teaching compassion Desiree’s advice to her younger self about resilience and standing strong in the face of adversity If you have any comments or questions or would like to be a guest on the show, please email me at .
/episode/index/show/withinthetrenches/id/36953205