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Every episode
Within the Trenches
30 episodes
Within the Trenches Ep 666
Aug 12, 2026 · 1 hr 38 min
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 si…
Within the Trenches Ep 665
Aug 7, 2026 · 47 min
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 ne…
Within the Trenches Ep 664
Jul 29, 2026 · 1 hr 10 min
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 c…
Within the Trenches Ep 663
Jul 24, 2026 · 49 min
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…
Within the Trenches Ep 662
Jul 23, 2026 · 1 hr 31 min
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 thi…
Within the Trenches Ep 661
Jul 15, 2026 · 1 hr 17 min
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…
Within the Trenches Ep 660
Jun 27, 2026 · 1 hr 17 min
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 ef…
Within the Trenches Ep 659
Jun 16, 2026 · 1 hr 13 min
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 w…
Within the Trenches Ep 658
Jun 10, 2026 · 47 min
Episode 658 is a solo episode where I discuss the top three things that I had to explain to friends, family, and callers about 911. Sponsored by RapidSOS - Facebook | LinkedIn | X | Web Episode topics – The truth about tracing 911 calls and caller location technology Why dispatchers ask so many questions during emergencies The realities of putting callers on hold and response times The misconception that dispatchers "just sit and answer phones" Staffing shortages, burnout, and what really goes o…
Within the Trenches Ep 657
Jun 5, 2026 · 45 min
Episode 657 features Cheyenne, a 911 professional out of Kansas. Sponsored by RapidSOS - Facebook | LinkedIn | X | Web Episode topics – Transitioning from firefighter to dispatcher and early career hurdles The evolution of public safety technology and dispatch procedures Navigating gender barriers and proving oneself in a male-dominated field Memorable and unusual 911 calls, including tips for effective communication Launching a book series based on true stories from the front lines If you have…
Within the Trenches Ep 656
May 27, 2026 · 1 hr 27 min
Episode 656 features an Open Mic LIVE solo episode. Sponsored by RapidSOS - Facebook | LinkedIn | X | Web Episode topics – Highlights and behind-the-scenes from the recent Michigan Public Safety Telecommunications Conference The origin and growth of the Within the Trenches podcast and the #IAM911 Movement Using games and creative engagement in conference vendor halls The significance of peer support, mental health, and communication in the dispatch community The ongoing fight for recognition, re…
Within the Trenches Ep 655
May 24, 2026 · 1 hr 1 min
Episode 655 features Mel, a 911 professional out of a regional agency in Missouri. Sponsored by RapidSOS - Facebook | LinkedIn | X | Web Episode topics – The significance and traditions of National Public Safety Telecommunicator Week Memorable moments and challenges in dispatcher training and early career experiences Handling emotionally impactful calls and the importance of support and mental health Evolution of 911 technology over the past 23 years and its real-world impacts Insights on work-l…
Within the Trenches Ep 654
May 12, 2026 · 1 hr 19 min
Episode 654 features a candid discussion on the question, "have you ever gotten so used to the chaos that silence feels uncomfortable?" with my guest, Keely. Sponsored by RapidSOS - Facebook | LinkedIn | X | Web Episode topics – The struggle to find comfort in silence after years of constant noise How triggers and overstimulation from dispatch can follow you into daily life The importance of finding new coping mechanisms and routines post-dispatch Managing feelings of isolation, anxiety, and sec…
Within the Trenches Ep 653
May 6, 2026 · 57 min
Episode 653 features Nadine, a 911 professional with Seabrook PD, in Texas. Episode topics – How Nadine accidentally started her public safety career after moving from New York to Texas Surprises and challenges faced on the first days as a dispatcher The realities of dispatcher training, including tough early calls and adapting to new environments The impact of critical incidents, coping with tough calls, and the value of taking time to process trauma Why mentorship and sharing experiences matte…
Within the Trenches Ep 652
Apr 29, 2026 · 1 hr 5 min
Episode 652 features a Series Finale of the Most Important Seconds broadcast. Sponsored by RapidSOS - Facebook | LinkedIn | X | Web Episode topics – Recap of the season and connection to Allegheny General Hospital in Pittsburgh The challenges and realities of technology outages in emergency departments and dispatch Bridging the gap: importance of analog skills and cross-generational teamwork Candid discussions about mental health and self-care for first responders and medical staff Reflections o…
Within the Trenches Ep 651
Apr 22, 2026 · 1 hr 24 min
Episode 651 features a Most Important Seconds broadcast. Sponsored by RapidSOS - Facebook | LinkedIn | X | Web Episode topics – Behind-the-scenes look at National Public Safety Telecommunicators Week and its significance Firsthand stories and humor from emergency response professionals on high-intensity nights like the 4th of July The impact of technology (and tech failures) in dispatch and the ER, and how critical information flows in emergencies Insights on teamwork, burnout, and the importanc…
Within the Trenches Ep 650
Apr 15, 2026 · 1 hr 14 min
Episode 650 features a LIVE podcast episode with guest, Keely, as we chat about National Public Safety Telecommunicators Week. Sponsored by RapidSOS - Facebook | LinkedIn | X | Web Episode topics – Recognizing the vital role of 911 professionals during National Public Safety Telecommunicators Week Firsthand stories and the power of sharing personal experiences in public safety Behind-the-scenes look at center celebrations, creativity, and dispatch center culture A memorable, unexpected 911 call…
Within the Trenches Ep 649
Apr 7, 2026 · 1 hr 9 min
Episode 649 features a solo episode with me, Ricardo, and we answer the following questions, "what has dispatch taught me about humanity?" Sponsored by RapidSOS - Facebook | LinkedIn | X | Web Episode topics – The impact of the #IAM911 movement and upcoming 10-year anniversary challenge coin Dark realities dispatchers face, including high-stress incidents like officer-involved shootings and domestic calls Stories illustrating the fragility and unpredictability of life as heard through 911 calls…
Within the Trenches Ep 648
Apr 2, 2026 · 1 hr 20 min
Episode 648 features Brandi, Executive Dir. with The 911 Chaplain Initiative. Sponsored by RapidSOS - Facebook | LinkedIn | X | Web The 911 Chaplain Initiative - Web Episode topics – Brandy Powell's path from growing up with a police officer father to becoming a 911 dispatcher and chaplain The emotional impact of critical calls and finding closure as a dispatcher How humor, empathy, and community help dispatchers handle career challenges The creation and growth of the 911 Chaplain Initiative and…
Within the Trenches Ep 647
Mar 25, 2026 · 1 hr 9 min
Episode 647 features Ashley, a 911 professional with Skiatook Police Department in Oklahoma. Sponsored by RapidSOS - Facebook | LinkedIn | X | Web Episode topics – How Ashley got into public safety and her rapid onboarding experience. The challenges and surprises of being a new 911 dispatcher. The emotional impact of emergency calls and handling stress on the job. Ashley's life-saving CPR call and recognition from the community. The importance of peer support, closure, and emotional support anim…
Within the Trenches Ep 646
Mar 18, 2026 · 1 hr 4 min
Episode 646 features Autumn, a 911 professional at Indian River County Sheriff's Office out of Florida. Sponsored by RapidSOS - Facebook | LinkedIn | X | Web Episode topics – How Autumn got started in public safety and her motivation behind the career The intense first calls, including challenging suicide and CPR emergencies Coping with emotional stress and the importance of mental health support in dispatch centers Autumn's unforgettable baby delivery call on Valentine's Day and earning her sto…
Within the Trenches Ep 645
Mar 13, 2026 · 53 min
Episode 645 features an Open Mic LIVE chat with Joe Serio of the 360 Dispatcher as we look at the 911 Leadership Training event he hosts at the Mayan ranch in Bandera, TX. Sponsored by RapidSOS - Facebook | LinkedIn | X | Web Episode topics – Behind-the-scenes look at the 911 leadership and mental health training events at the Mayan Ranch The importance of breaking the ice and building real connections among first responders Honest talk about fear, vulnerability, and the obstacles that hold us b…
Within the Trenches Ep 644
Mar 10, 2026 · 48 min
Episode 644 features a look at the 911 Goes to Washington conference hosted by NENA through, 1st VP, Roxy Van Gundy, Congresswoman Norma Torres, and James, a 911 professional out of NJ. Sponsored by RapidSOS - Facebook | LinkedIn | X | Web Episode topics – Breakdown of the importance and impact of the 911 Goes to Washington conference. Updates on the Enhancing First Response Act and the push to reclassify 911 dispatchers as first responders. Inspiring words from Roxy Van Gundy emphasizing that e…
Within the Trenches Ep 643
Feb 25, 2026 · 1 hr 1 min
Episode 643 features Keely, Marketing Contractor with RapidSOS, Ben, VP of Product with RapidSOS, and myself as we cover Most Important Seconds - After the Pitt. Sponsored by RapidSOS - Facebook | LinkedIn | X | Web Episode topics – Behind-the-scenes of a special HBO Max event honoring first responders and showcasing "The Pit" Real-world challenges of outages in 911 centers and hospitals, and how new tech is making a difference The impact of AI and interoperability in public safety, saving preci…
Within the Trenches Ep 642
Feb 18, 2026 · 1 hr 24 min
Episode 642 features Alora, director at Unacoi 911 out Tennessee. Sponsored by RapidSOS - Facebook | LinkedIn | X | Web Episode topics – How Alora got started in public safety and her rapid shift from part-time to full-time dispatcher The reality of short dispatcher training and surviving the critical early days on the job Experiences handling traumatic and life-changing emergency calls Leading her team through the chaos of Hurricane Helene and the unexpected impact on the community The story of…
Within the Trenches Ep 641
Feb 11, 2026 · 1 hr 9 min
Episode 641 features Gina, ECC Engagement Manager, w/RapidSOS and 911 professional Sponsored by RapidSOS - Facebook | LinkedIn | X | Web Episode topics – Gina's journey from a law enforcement family to a career in dispatch and RapidSOS Training challenges and early calls that shaped her perspective Emotional toll and mental health strategies for dispatchers Memorable stories—both comical and intense—that highlight the dispatch experience The shift to RapidSOS, technology's role in saving lives,…
Within the Trenches Ep 640
Feb 5, 2026 · 1 hr 11 min
Ep 640 features Shannon, a 911 professional out of Virginia. Sponsored by RapidSOS - Facebook | LinkedIn | X | Web Episode topics – Dispatchers' experiences handling severe winter weather and long shifts Shannon's unique journey into dispatch and her approach to training new recruits Emotional challenges and the importance of closure after difficult emergency calls The viral "trash panda" (raccoon) liquor store incident and how it unfolded from the dispatch perspective Advice for staying compass…
Within the Trenches Ep 639
Jan 30, 2026 · 1 hr 3 min
Ep 639 features Hannah, a 911 professional out of Florida. Sponsored by INdigital - Facebook | LinkedIn | X | Web RapidSOS - Facebook | LinkedIn | X | Web Hannah's unconventional entry into public safety and her first intense sit-along experience The unique stresses, training, and teamwork required in a high-volume, multi-position dispatch center Memorable and unusual emergency calls—including a runaway monkey and a man-on-fire incident The mental health impact of dispatch work and ways to seek…
Within the Trenches Ep 638
Jan 21, 2026 · 57 min
Join me for a special episode highlighting a recent project experience with Business Insider for their Insider YouTube channel entitled, "How 911 Dispatchers Actually Work." Sponsored by RapidSOS - Facebook | LinkedIn | X | Web Preview of Ricardo's appearance on Business Insider's Insider channel Real-life 911 calls and memorable dispatcher moments The challenges of multitasking and triaging calls under pressure The emotional impact and lasting memories from the job Advocacy for 911 professional…
Within the Trenches Ep 637
Jan 16, 2026 · 57 min
Join me for a special episode highlighting a recent visit to Calhoun County 911 in Michigan. Sponsored by RapidSOS - Facebook | LinkedIn | X | Web Shout out and transition for longtime sponsor Indigital, and introduction of RapidSOS as the new episode sponsor. Visit to Calhoun County Consolidated Dispatch Authority in Michigan, including B-roll, interviews, and the vibe inside the center. The importance of teamwork, communication, and positive culture within dispatch centers. Emotional highlight…
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