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.

Within the Trenches Ep 605 06/03/2025

Within the Trenches Ep 605 Ep 605 features Shanna, a 911 shift supervisor and CTO with Henderson County Sheriff's Office out of NC. Sponsored by INdigital - | | | Episode topics – What it’s really like starting out as a 911 dispatcher and walking into dispatch for the first time The unique skills and "dispatcher ear" needed to juggle intense calls and multitasking Emotional impact and coping with difficult calls, especially those involving children The importance of peer support and teamwork within dispatch centers Advice for new dispatchers and Shanna’s inspiration for becoming a Certified Training Officer 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/36832815

Within the Trenches Ep 604 05/28/2025

Within the Trenches Ep 604 Ep 604 features Emily, a 911 dispatcher and CTO with Henderson County Sheriff's Office out of NC. Sponsored by INdigital - | | | Episode topics – Emily's journey from a business management job during COVID to becoming a 911 dispatcher The challenges and surprises of training and taking her first emergency calls High-intensity moments, including chases and memorable calls that stick with her The emotional toll—and fulfillment—of working in emergency communications Advice Emily would give to her past self and why she can’t imagine doing anything else 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/36749315

Within the Trenches Ep 603 05/22/2025

Within the Trenches Ep 603 Ep 603 features Sheriff Griffin out of Henderson County in North Carolina. Sponsored by INdigital - | | | Episode topics – Sheriff Griffin’s journey from rural volunteer firefighter to county sheriff The excitement, challenge, and camaraderie that fuels a career in public safety Memorable and impactful calls that shaped his career The vital role dispatchers play on the front lines of emergency response Sheriff Griffin’s straightforward advice to those starting out 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/36669595

Within the Trenches Ep 602 05/14/2025

Within the Trenches Ep 602 Ep 602 features Hunter, a 911 Professional out of South Carolina. Sponsored by INdigital - | | | Episode topics – Hunter’s early start in public safety as a 14-year-old volunteer firefighter and how it shaped his career path The transition from field responder to 911 dispatcher, and the differences between working on scene and behind the headset Memorable and difficult calls, including the impact of traumatic incidents and how they affect mental health Insights into training, working with small teams, and adapting to the high demands of dispatch centers The importance of personal growth, finding balance outside of work, and advice for those new to 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/36563875

Within the Trenches Ep 601 05/07/2025

Within the Trenches Ep 601 Ep 601 features Rain, an Emergency Communications Officer and CTO, out of Virginia. Sponsored by INdigital - | | | Episode topics – How Rain transitioned from grocery store manager to 911 dispatcher during the height of the COVID-19 pandemic What it's really like to walk into a dispatch center for the first time and train as a new hire The critical role of de-escalation and giving lifesaving instructions over the phone Challenges of work-life balance and mental health for dispatchers, including handling high-impact calls Why Rain became a CTO and her approach to training the next generation of emergency communicators 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/36468245

Within the Trenches Ep 600 05/02/2025

Within the Trenches Ep 600 Ep 600 features myself. In this episode I take you down a path of reflection from the beginning of the podcast, where it is currently, and the evolution of Within the Trenches and new projects. Episode topics – The origins of Within the Trenches and Ricardo’s dispatch career Memorable stories and calls that shaped the podcast Behind-the-scenes of launching the podcast and early challenges with audio and content The evolution of the show, including the #IAM911 movement and Imagine Listening What’s next for the podcast and how the community can get involved 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/36411070

Within the Trenches Ep 599 04/23/2025

Within the Trenches Ep 599 Ep 599 features Amy, a 911 professional out of Buncombe County Public Safety in North Carolina. Sponsored by INdigital - | | | Episode topics – Amy’s start in public safety, transitioning from a hospital translator to 911 dispatcher Handling overwhelming call volumes and life-or-death situations during Hurricane Helene The emotional impact of difficult calls and the importance of peer support and self-care Adapting to chaos, including technology breakdowns and working without contact from family Moments of hope: community support, the power of kind words, and the road to recovery 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/36282400

Within the Trenches Ep 598 04/15/2025

Within the Trenches Ep 598 Ep 598 features Stephanie, Director of 911 at Henderson County Sheriff's Office out of NC . Sponsored by INdigital - | | | Episode topics – Stephanie's 18 years of experience in public safety. The unprecedented challenges of Hurricane Helene in Henderson County. The difficulties faced by 911 dispatchers, including increased call volume and lack of resources. The emotional toll on public safety workers as they tried to help their community. Positive outcomes and improved camaraderie among the team post-crisis. 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/36151570

Within the Trenches Ep 597 04/08/2025

Within the Trenches Ep 597 Ep 597 features Stephen, a Senior Telecommunicator with Danville Fire Department Emergency Communications. Sponsored by INdigital - | | | Episode topics – Stephen shares his journey into public safety and how he started as a junior firefighter at the age of 16. The transition from EMS to corrections and eventually into dispatch. Importance of good training and support system for new hires in dispatch. Discussions on how public safety professions can affect personal relationships and parenting. The significance of talking about mental health and wellness in this 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/36058060

Within the Trenches Ep 596 04/02/2025

Within the Trenches Ep 596 Ep 596 features Chase, a 911 professional out of Ohio. Sponsored by INdigital - | | | Episode topics – Introduction to Chase's unexpected entry into the public safety field. Challenges of being a 19-year-old working alone in a jail. Chase's transition from aspiring police officer to passionate dispatcher. The significance of having a strong support system in 911 dispatch. Reflections on how the profession impacts personal growth and emotional resilience. 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/35978200

Within the Trenches Ep 595 03/27/2025

Within the Trenches Ep 595 Ep 595 features Daylan, a center manager at Brazoria County, TX. Sponsored by INdigital - | | | Episode topics – Daylan's unique path into the 911 dispatching world and her continuous drive for growth and learning. The challenges and triumphs of her early days in dispatch, including unforgettable calls that tested her resilience. Her experiences with domestic violence calls and the importance of empathy in 911 dispatching. The intersection of career growth and personal faith, and how it has guided Daylan's journey. Sharing stories to inspire and support peers, enhancing the culture and care within the dispatch 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/35884965

Within the Trenches Ep 594 03/19/2025

Within the Trenches Ep 594 Ep 594 features AK Dozanti, a First Responder Wellness Specialist, Speaker, Coach, and Author. Sponsored by INdigital - | | | Episode topics – AK's transition from law enforcement to becoming a wellness specialist. The critical moments in law enforcement that shaped her journey. The importance of mental health resources and recognizing burnout. AK's current work in coaching, speaking, and spreading awareness about wellness. Her debut book, "Beat the Burnout," and its impact on frontline workers. 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/35776550

Within the Trenches Ep 593 03/11/2025

Within the Trenches Ep 593 Ep 593 features Carmen, a 911 professional with New Hanover County 911, NC. Sponsored by INdigital - | | | Episode topics – Carmen's journey to becoming a 911 dispatcher and her role as a bilingual interpreter The emotional challenges and support systems in place for dispatchers handling traumatic calls Insightful anecdotes from ride-alongs and unexpected 911 call situations How dispatchers decompress and manage stress with personal coping strategies 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/35643980

Within the Trenches Ep 592 03/06/2025

Within the Trenches Ep 592 Ep 592 features Maddie and Casey, 911 professionals with New Hanover County 911, NC. Sponsored by INdigital - | | | Episode topics – The impact of different shift hours on dispatchers' personal lives. The importance of community programs like the CARE team in supporting frequent callers. How previous careers in public service prepared Maddie and Casey for dispatch work. Navigating the lack of closure and dealing with emergency calls. The humor and humaneness behind dispatch, featuring lighter moments mixed in with chaos. 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/35563235

Within the Trenches Ep 591 02/27/2025

Within the Trenches Ep 591 Ep 591 features Courtnie, a 911 Quality and Training Manager with New Hanover County 911, NC. Episode topics – Discover the challenges and strategies of bridging the gap between seasoned dispatchers and new recruits. Understand the evolving culture in 911 centers and the importance of a supportive work environment. Hear about Courtnie's journey into public safety and the experiences that have shaped her career. Learn about impactful calls and how they influence dispatchers' growth and resilience. Explore the significance of mental health awareness and the changing dynamics 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/35455790

Within the Trenches Ep 590 02/21/2025

Within the Trenches Ep 590 Ep 590 features Kasey Young, ENP, Executive Director at Stanislaus Regional 911 out of California. Sponsored by INdigital - | | | Support Stanislaus Regional 911 by purchasing a Rocket Scientist’s shirt. Proceeds go to their wellness team. Purchase here - Episode topics – Kasey Young's journey and 17 years of public safety experience Transitioning a crisis-laden center into a thriving 911 dispatch system The cultural shifts and changes undertaken at Stanislaus Regional 911 The recent public hearing incident and its impact on dispatchers Advocacy for reclassification and recognition of 911 professionals 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/35382035

Within the Trenches Ep 589 02/19/2025

Within the Trenches Ep 589 Ep 589 features Ryan, a 911 Professional, and Industry Partner with Mindbase with special guests, his parents Ronnie and Carla out of North Carolina. Sponsored by INdigital - | | | Episode topics – Early influences on Ryan and his brother Tyler's interest in public safety The role of family support when facing the challenges of a first responder career Ryans' moving recount of his experiences with his late wife, Kayla The overwhelming support from the community during Kayla's illness and after her passing Valuable advice for families of first responders on offering support and understanding 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/35350560

Within the Trenches Ep 588 02/11/2025

Within the Trenches Ep 588 Ep 588 features Angela, a 911 Professional out of New Hanover County 911, NC. Sponsored by INdigital - | | | Episode topics – Angela's introduction to the dispatch field and the unexpected surprises along the way The importance of mental health and wellness for dispatchers Angela's experiences with medical calls and their emotional impact Advice to new hires on maintaining mental health and seeking support 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/35239990

Within the Trenches Ep 587 02/04/2025

Within the Trenches Ep 587 Ep 587 features Shana, a 911 Professional out of Massachusetts. Sponsored by INdigital - | | | Episode topics – Transitioning from a towing company dispatcher to 911 dispatcher Facing the emotional challenges and responsibilities of the job Handling a traumatic personal experience while on duty The significance of mental health and self-care in high-stress professions The role of community and support in overcoming personal and professional hurdles 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/35147665

Within the Trenches Ep 586 01/28/2025

Within the Trenches Ep 586 Ep 586 features Jenny, an Operations Manager, Nashoba Valley Regional Dispatch, Massachusetts . Sponsored by INdigital - | | | Episode topics – Jenny’s journey from being an EMT to a 911 dispatcher Navigating the challenges of training and early calls The impact of the COVID-19 pandemic on her dispatch work Dealing with intense and emotional 911 calls Her transformative experience at a professional development ranch 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/35047860

Within the Trenches Ep 585 01/21/2025

Within the Trenches Ep 585 Ep 585 features Donna, a 911 Professional at Travis County Sheriff's Office out of Austin, TX. Sponsored by INdigital - | | | Episode topics – Challenges and surprises of starting in public safety Donna's transformative experience at a unique leadership training event Early career stories, including memorable calls and interactions The impact and bond of working in a small county sheriff's office Reflections and advice for those starting their journey 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/34942735

Within the Trenches Ep 584 01/14/2025

Within the Trenches Ep 584 Ep 584 features Scottie, a 911 Professional at Cumberland County Regional Communications, Maine. Sponsored by INdigital - | | | Episode topics – The importance of networking in public safety The memorable transition from an EMT to a 911 dispatcher A harrowing call involving an allergic reaction and quick police response The lasting impact of the job on personal life and mental health 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/34849225

Within the Trenches Ep 583 01/07/2025

Within the Trenches Ep 583 Ep 583 features Tenisha, a 911 Professional at Cumberland County Regional Communications, Maine. Sponsored by INdigital - | | | Episode topics – The initial surprises and challenges of being a fresh 911 dispatcher Transitioning from customer service to public safety Memorable and intense calls within her first weeks Advice for those considering a career in dispatch 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/34756575

Within the Trenches Ep 582 12/30/2024

Within the Trenches Ep 582 Ep 582 features Desmond, a Community Relations Supervisor at Cobb County 911 out of GA. Sponsored by INdigital - | | | Episode topics – Desmond talks about his unexpected entry into 911 dispatching The challenges and changes in the hiring and training process over the past 10 years Memorable and impactful calls Desmond has handled The importance of community and peer support in 911 services Desmond reflects on what he's learned and how the profession has shaped him 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/34655895

Within the Trenches Ep 581 12/30/2024

Within the Trenches Ep 581 Ep 581 features Emily, a CTO at Cobb County 911 out of GA. Sponsored by INdigital - | | | Episode topics – Emily's initial reluctance to disclose her hearing aids and how she overcame it The importance of supportive colleagues and genuine leadership Emily's emotional experience with using hearing aids for the first time Significance of addressing personal and mental health challenges in the workplace Strategies for better self-care and maintaining a healthy work-life balance 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/34655660

Within the Trenches Ep 580 12/23/2024

Within the Trenches Ep 580 Ep 580 features Kathy and Jason Lott with the Thin Gold Line Foundation. Sponsored by INdigital - | | | Find out more about the Thin Gold Line Foundation - Episode topics – Jason’s traumatic first call and its long-lasting impacts Coping with critical incidents and lack of immediate support Kathy and Jason’s journey through severe health challenges and misdiagnoses The founding of the Thin Gold Line Foundation to aid dispatchers Advocacy for recognizing dispatchers as first responders and improving mental health resources 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/34578840

Within the Trenches Ep 579 12/18/2024

Within the Trenches Ep 579 Ep 579 features a panel discussion entitled "No Dispatcher Left Behind." The panelists include Roxy VanGundy, director of Lyon County 911, KS, Erin Maccabee, a First Responder Clinician and Co-host of the After the Tones Drop Podcast, Cinnamon Reiheld, a First Responder Clinician and Co-host of the After the Tones Drop Podcast, and myself, Ricardo. This session was part of the Dare to be Great virtual event that took place from December 9 through 13th, 2024. Sponsored by INdigital - | | | Episode topics – Strategies for maintaining identity and support post-dispatch service Emotional and psychological impacts of transitioning out of dispatch roles Rethinking traditional practices and fostering inclusivity in social gatherings Importance of community and connectivity among current and former 911 workers 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/34503030

Within the Trenches Ep 578 12/16/2024

Within the Trenches Ep 578 Ep 578 features Kate, a Business Manager at Cobb County 911 out of GA. Sponsored by INdigital - | | | Episode topics – Kate's emergency response experience and the evolution of technology Emotional toll of dispatch work and Kate's background with Homeland Security Importance of understanding personal strengths and finding the right role Kate's transition to Cobb County 911 and her motivation driven by past tragedies 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/34471715

Within the Trenches Ep 577 12/15/2024

Within the Trenches Ep 577 Ep 577 features Kysheem, an Emergency Communications Officer-2 at Cobb County 911 out of GA. Sponsored by INdigital - | | | Episode topics – Real-life experiences from Kysheem’s first emergency calls Comparison of phone and radio roles in emergency communications Detailed overview of the extensive training process for dispatchers Importance of staying composed and understanding subtle communication cues in 911 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/34455975

Within the Trenches Ep 576 12/04/2024

Within the Trenches Ep 576 Ep 576 features Madison, an Emergency Communications Officer 2 and Training Officer 1, at Cobb County 911 out of GA. Sponsored by INdigital - | | | Episode topics – The emotional impact of losing a colleague and the role of peer support The reality versus perception of emergency calls The use of dark humor in coping with job-related stress The importance of teamwork and shared understanding among colleagues 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/34284960

Within the Trenches

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