Finding Strength in Chaos

Edited by: Within the Trenches Media

This is an unfiltered look into the whirlwind, challenges, and transformations that define the 911 profession. Recorded live at APCO 2025 in Baltimore, host Ricardo sits down with Victoria, a 911 professional out of Texas, to unpack her relatively short but deeply impactful career in dispatch—and, more importantly, the life-altering decisions and personal growth that followed.

A Baptism by Fire: The Dispatcher's Initiation

Victoria’s journey into public safety is far from the typical “I always wanted to do this” story. Prior to dispatch, she worked in loss prevention—the “Target cop,” as she explained—with eight years of experience collaborating with law enforcement on retail theft issues. But the leap into dispatch wasn’t something she planned. It was the encouragement of someone close to her who recognized her multitasking and decision-making skills that led her to apply for an agency in Texas.

And, as listeners of episode 624 quickly discover, Victoria’s start in 9-1-1 was anything but gentle. While many agencies ease new recruits in with non-emergency calls, her first days on the floor were a trial by fire: on Day Two, she took a hanging call amidst chaos; on Day Three, she became ground zero for a tornado ripping through Round Rock—a unique welcome to the industry. The gravity hit home when her trainer reminded her, mid-crisis, “You can’t react. You need to be the calm.” In that moment, Victoria, like so many others, realized the job is not just about technical skill, but about being the steady voice for those facing their worst day.

Navigating Stress and Finding Support

Ricardo and Victoria’s conversation peels back the layers of emotional and psychological stress that dispatchers endure. The booth at APCO (a sprawling environment filled with vendors, tech demos, and even therapy puppies) contrasts sharply with the isolation and intensity of the dispatch console. Ricardo joked about the puppy wellness area as a haven for introverts and stressed professionals. “Can you imagine being fully overwhelmed... and then you see the puppies and all that stress just melts away?” Victoria beamed at the analogy, reminding listeners of the importance of self-care—and that “you can adopt them too!”

But the real self-care journey came later for Victoria, after a harrowing motorcycle accident call. The traumatic details—the agony of a husband learning his wife had died, the haunting scream she couldn’t escape—stayed with her long after her shift ended. She wrestled with the invisible weight for weeks, unable to sleep or function. It was only through EMDR therapy (specifically designed for trauma recovery in public safety) that she fully processed what she’d witnessed through the phone. For Victoria, and for many in this profession, learning the signs of trauma and seeking help are acts of strength, not weakness.

Training, Growth, and Leadership

Still early in her career by dispatcher standards (about three and a half years), Victoria’s trajectory is impressive. She moved from line-level dispatch to cross-training on swing shifts, then into quality assurance (the “Q room”), playing a crucial role in her agency’s pursuit of ACE accreditation—a mark of excellence in protocol-driven dispatch. She explained the demands of maintaining this accreditation: constant training, evaluation, teaching protocols to field units, and ensuring calls meet high standards for liability protection and service delivery.

But perhaps the episode’s most powerful reflection is on Victoria’s shift from dispatcher and QA staff to academy instructor. She credits a leadership retreat at the Bandera, Texas ranch with sparking her transformation. The event, led by Joe Serio from the 360 Dispatcher, challenged her—and others—to confront their own happiness, growth, and self-limiting beliefs. Ricardo summed up the experience as “life-altering,” and Victoria agreed: “I made a lot of changes in my life in order to improve myself, in order to be happy. I stayed in Q for a while and then moved into our academy instructor position. I just graduated my first academy of students last week.”

The leap into teaching wasn’t easy. Public speaking was outside her comfort zone, and she described her heart “through her head” during presentations. But as Ricardo pointed out, her willingness to share her story and engage in “realness” is exactly what the profession needs. Authenticity and vulnerability are powerful tools for training the new generation—ensuring they approach the job with compassion for themselves as well as the public.

Resilience and Self-Care: Lessons for Every Dispatcher

Ricardo and Victoria’s banter around perfectionism and self-doubt will resonate with anyone in high-pressure, high-accountability work. The push to be flawless—combined with the constant exposure to crises—can break down even the most competent professionals. As Ricardo emphasized, “We have to normalize but also remember that we are also human.” Victoria echoed this struggle: coming from a role where she was the subject matter expert, she found it humbling to suddenly be the learner, asking for help and making mistakes.

Yet the episode doesn’t dwell in hardship. Instead, it pivots to hope and practical advice. The wellness resources available today—from mental health clinics partnered with agencies, to peer support networks, EMDR therapy, and even puppy cuddle zones at conferences—are game-changers compared to the “suck it up” culture of years past. Both Ricardo and Victoria urge listeners not to wait for permission to seek help or celebrate personal growth. As Victoria puts it poignantly, “Let yourself be happy. Who cares what other people think of you? Who cares if somebody looks at you and is like, ‘Oh, that’s weird.’ Great, that’s me. I’m uniquely me, and I’ll never go back to a different way.”

Gratitude, Community, and Forward Motion

The episode closes with gratitude: Ricardo acknowledges podcast sponsors Indigital and RapidSOS, and urges listeners to join the ever-growing community for continuing education and peer connection. From Dispatchers Roundtable to Coffee Chats, the resources are there for anyone wanting to learn, vent, or simply connect.

Victoria’s sense of pride in her own growth—what some might wrongly call “selfish”—is reframed beautifully. Personal happiness and fulfillment isn’t a luxury in dispatch—it’s essential for survival. This message, and her vulnerability, offer permission for others to pause the constant caretaking and invest in themselves.

Final Thoughts

This episode is an honest window into the unvarnished realities of 9-1-1: the unpredictability, the emotional toll, the isolation, but also the moments of camaraderie, growth, and even joy (sometimes puppy-induced). Whether you’re a seasoned dispatcher, a trainee, or simply an outsider curious about how professionals survive within the trenches, Victoria’s story is both an inspiration and a call to action.

Lean into your happiness. Accept that growth is hard, sometimes uncomfortable, but always worth it—and that you don’t have to go it alone. In Victoria’s words, “If you want to do something, do it. Obviously don’t do something bad—but let yourself be happy.” For dispatchers everywhere, that permission may be the lifeline you didn’t know you needed.

Want to know more? Listen, learn, and connect at Within the Trenches here and explore dispatch resources, community events, and continuing education. You can also join the Trenches Community by visiting liinks.co/iam911. The community is FREE. And remember: you’re not alone in the trenches.