Ep. 669 features a LIVE broadcast from the 2026 NC PSAP Manager's Conference.

Episode topics –

• Real-life stories from dispatchers and center managers about entering and growing in 911 careers

• The importance of resilience, support systems, and coping mechanisms in emergency communications

• Advancements in Next Generation 911 technology and statewide disaster response strategies

• Generational impacts, career motivation, and memorable calls in the dispatch profession

• Recruitment advice and resources for those considering a career as a 911 telecommunicator in North Carolina

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

Episode 668 features a solo episode in celebration of a Decade of Voices, the tenth anniversary of the #IAM911 movement.

Episode topics –

• The 10-year anniversary and global reach of the #IAM911 movement

• The origins and impact of sharing dispatcher stories

• Introduction of imaginelistening.com as a living archive for stories

• The launch of the Gary Allen Legacy Collection preserving historical 911 audio

• Exclusive teasers and announcements about the future of Imagine Listening

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

Episode 667 features Jen, a Dispatch Coordinator with Cass County Sheriff's Department, MI.

Sponsored by

RapidSOS - Facebook | LinkedIn | X | Web

Episode topics –

• Jen's early influences and journey into public safety dispatching

• Evolution of technology and the dispatch center, from dot matrix printers to gaming monitors

• Handling critical and emotionally challenging calls and their long-term impact

• The importance of mentorship, humility, and celebrating wins in the dispatch center

• Navigating retirement, identity, and mental health in a demanding 911 career

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

Episode 666 features a solo episode where we visit an archive of past 911 calls.

This episode is sponsored by RapidSOS

Episode topics –

• The origins of Within the Trenches and how the podcast was launched

• Breakdown and discussion of a disturbing family homicide 911 call

• Analyzing a deceptive 911 call where the caller is later revealed as the suspect

• The tension and fear of live home invasion calls and how dispatchers guide callers through them

• The critical importance of dispatcher intuition in situations where callers cannot speak freely

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

Episode 665 features Jami, a 911 professional and peer support specialist at Lee Summit Fire, Missouri.

Sponsored by

RapidSOS - Facebook | LinkedIn | X | Web

Episode topics –

• Why Jami originally planned to become a firefighter and chose to stay in dispatch

• The pivotal call that changed her career path and her advice on coping with tough calls

• How peer support has evolved in the industry and why it matters

• Memorable calls from the tragic to the unexpectedly funny

• How sharing stories helps both new and experienced dispatchers handle the stresses of the job

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

Episode 664 features a discussion from round 46 of the Dispatcher's Roundtable on Zero Suicide Kits, red flags, and much more with guest, Dawn Shumway.

Episode topics –

• • Practical tips for real suicide prevention and "zero suicide proofing" your support network

  • The true look of struggle: why "happy" coworkers may actually be drowning

  • Taking imperfect action: why showing up beats waiting for perfect plans

  • Building hope with simple acts—from freezer meals to eight-minute lifelines

  • Creating agency cultures where vulnerable conversations and support are normalized

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

Episode 663 features a solo episode where I revisit and celebrate the 13 year anniversary of my last day at Allegan County Central Dispatch in Michigan.

Sponsored by

RapidSOS - Facebook | LinkedIn | X | Web

Episode topics –

• Ricardo recounts leaving his dispatch career after 13 years and what led to that decision

• Highlights from early podcasting days, including memorable conferences and media appearances

• The significance of sharing dispatch stories for support, inspiration, and therapy

• A detailed recap of his last 16-hour shift, final radio transmission, and emotional goodbyes

• Reflections on the legacy, growth, and impact made through the Within the Trenches podcast and the #IAM911 movement

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

Episode 662 features Erica, a peer support specialist and CTO with Calhoun County Consolidated Dispatch Authority, MI.

Sponsored by

RapidSOS - Facebook | LinkedIn | X | Web

Episode topics –

• Erica's journey from the ER to a 13-year dispatch career

• Training philosophy: building trust, sharing mistakes, and modernizing the culture

• Public education efforts and common 9-1-1 misconceptions

• Burnout, boundaries, and the decision to reclaim personal well-being

• The shift toward hope, teamwork, and why this profession is still worth saving

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

Episode 661 features a panel discussion from a recent Public Safety Showcase virtual event entitled, "Dispatcher Suicide: Breaking the Silence."

Sponsored by

RapidSOS - Facebook | LinkedIn | X | Web

Episode topics –

• Why dispatcher suicide remains a taboo topic in public safety

• What struggle really looks like among dispatchers

• Why it's easier for dispatchers to help others than themselves

• Practical mental health resources and what truly helps

• How agencies and coworkers navigate the aftermath and support survivors

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

Episode 660 features a panel discussion from a recent Public Safety Showcase virtual event covering AI Tech and mental health for 911 professionals.

Sponsored by

RapidSOS - Facebook | LinkedIn | X | Web

Episode topics –

• The real impact of AI on dispatcher cognitive load and stress management

• Why wellness apps often fall short for frontline public safety professionals

• Balancing public perception and internal stigma about AI use in 911 centers

• The critical role of vendor-agency collaboration in effective tech adoption

• Big-picture ideas for the future of AI-driven wellness and support in emergency communications

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

Episode 659 features Donna, a 911 professional out of Texas. In this episode, we have a candid conversation on suicide in 911 dispatch.

Sponsored by

RapidSOS - Facebook | LinkedIn | X | Web

Episode topics –

• The unseen trauma and emotional burdens shouldered by dispatchers

• Why dispatcher suicides remain under-recognized and rarely discussed

• What "struggle" actually looks like in the life of a dispatcher

• The barriers and stigma around seeking help in this field

• Practical tools, peer support, and what really works to cope and heal

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