Dispatching Perseverance

Edited by Within the Trenches Media

If you’re a fan of the Within the Trenches podcast, you know each episode is a chance to step into the lives and minds of 911 dispatchers — those unsung heroes who remain calm and collected while guiding callers through their worst moments. Episode 623 is especially insightful, featuring a heartfelt and energetic interview with Mandi, a 911 program specialist out of the Texas Panhandle.

The conversation between host Ricardo and guest Mandi feels less like a formal interview and more like old friends reflecting on hard-won wisdom. Whether you’re a seasoned dispatcher, new to the headset, or just someone curious about the world behind those urgent calls, this episode offers a blend of humor, candor, and deeply personal experience.

From Small-Town Rookie to Program Specialist

Mandi’s story begins where many dispatchers’ stories do: by accident. She entered public safety right out of high school, not because of family tradition but simply as a way to make money before college. She started at the tiny Lamesa Police Department in Texas, a move triggered by family upheaval and a desire for stability. Reflecting on that era, Mandi laughs at her youthful invincibility—accepting middle-of-the-night call-ins and viewing long drives across empty highways as a reasonable sacrifice for the job.

But don’t let that modesty fool you: just under 25 years in, Mandi’s career is a testament to fortitude, adaptability, and the willingness to grow through adversity. She’s worked at small and large agencies, and today, she stands at the intersection of training, advocacy, and support for telecommunicators (TCs) across her region.

Humidity, Headbands, and the APCO Experience

Early in the episode, Ricardo tees up the mood by asking Mandi about the Baltimore heat during the APCO 2025 conference. Her answer? Priceless:

“Let me tell you something. It makes me want to say bad words because where I’m from, in Texas, there's no humidity, and here the humidity is, I don't know, 1000%… I started melting the moment that we got here. And I haven't stopped.”

This lighthearted exchange about the weather leads seamlessly into a discussion of industry conferences and how events like APCO open up worlds of connection and learning for dispatch professionals. Mandi’s enthusiasm for these gatherings is clear—she’s energized by meeting new people, seeing old faces, and being blown away by technological advancements on display in the vendor hall. Her advice? Get out of your agency bubble. These professional connections are where fresh ideas and lifelong support networks are formed.

The Deep End: Trial by Fire in Small-Town Dispatch

There’s a running joke among dispatchers: you’re never truly trained until you’re alone on the radio. Mandi’s early days confirm this—her orientation at Lamesa was practically “learn as you go.” Two calls at a time max, handwritten logs, and no computerized aids. The first day on the floor meant answering live calls without much more than a piece of advice from a more experienced dispatcher. It’s a scenario that, while now rare, resonates deeply with the old guard who learned their trade “on the job.”

Mandi recalls her relief role—being summoned to drive hours for shifts if someone called out. It sounds wild, but for young Mandi, it was normal life. Looking back, she marvels at her own courage and, maybe, the naivete that powered that courage.

A World Apart: Culture Shock in Amarillo

Transitioning from Lamesa to Amarillo’s call center brought Mandi a dose of humility and, eventually, transformation. She went from being the only dispatcher in a room, to being one of many, suddenly steeped in feisty personalities and learning curves. Even the jargon was a hurdle:

“I didn’t know what an interstate was. I didn’t know what a frontage road was. I didn’t know there was a difference between a farm to market and a ranch to market road.”

The importance of mentorship surfaces here. A more experienced colleague took Mandi under her wing, guiding her through Amarillo’s lingo and geography. It was a powerful reminder that every agency, no matter its size, relies on everyday acts of patience and knowledge-sharing.

The “A-Ha” Moment: When Dispatch Becomes a Calling

When does a dispatcher know they’re meant for this life? For Mandi, the click came not from one single “hot” call, but through a gradual buildup of confidence and competence—a process that took years. She summarizes the journey perfectly:

“I went from feeling like I was a big fish in a little pond to feeling like I shouldn’t have even been in that pond, in the big pond… Somewhere along the line, it clicked.”

Major incidents, like a school bus accident with children on board, solidified her drive. She remembers the adrenaline, the teamwork, and the afterglow: “I want to do that again.” These situations, she notes, are both affirming and humbling, driving home the privilege and pressure of being a critical link in the emergency response chain.

Dispatch Evolution: Culture, Kindness, and Clear Communication

Mandi and Ricardo agree: today’s dispatch world is leagues beyond the “eat your young” mentality of the past. Training is (or should be) rigorous and transparent. Playing real, difficult calls for trainees might seem intimidating, but Mandi argues it prepares new hires for the scope and seriousness of the job.

Clear communication is key, not just with colleagues, but with callers. Mandi shares policies about managing caller expectations (“The officer isn’t just around the corner”)—a delicate dance between honesty and reassurance.

She also insists on grace. Small agencies especially can’t afford to lose bodies, so teaching and uplifting the “weakest link” is vital. With the right leadership and attitude, any dispatcher can find their rhythm.

Memorable Calls: From Tragedy to Quirkiness

Podcast episodes like this often surface the calls that stick with dispatchers for life. For Mandi, the most memorable was not tragic, but quirky—a tough elderly lady out in the county whose dog alerted her to a “critter.” By the time Mandi advised her to stay safe indoors, the woman proudly declared she had already dispatched the animal with a shovel.

Tales like this capture the unpredictability of 911, and serve as a valuable teaching tool when introducing the profession to the public. Mandi shares these stories during her Citizen’s Academy presentations, driving home how each call—whether catastrophic or comical—requires a telecommunicator ready for anything.

Growth, Gratitude, and the Power of Stepping Out

Perhaps the episode’s deepest theme is personal growth. Mandi candidly acknowledges her early mistakes—times when she was too quick to judge or even act as a “bully” in the agency. Today, she’s proud of her empathy, the friendships she’s forged, and most of all, her courage to step out of her introverted comfort zone and connect with the wider public safety world.

Her advice to her younger self? “Just keep going, and give them grace.” It’s advice all of us could use, in dispatch and beyond.

Final Thoughts: Why This Episode Matters

This discussion is more than a stroll down memory lane; it’s a gift. Through Mandi’s stories and Ricardo’s thoughtful prompts, listeners are reminded of the unseen care, courage, and camaraderie binding telecommunicators everywhere. Whether you’re a rookie, a veteran, or simply someone who picks up the phone in times of trouble, this episode is a testament to the humanity behind the headset.

For dispatchers: Remember, there’s a whole world outside your agency. Get to know your neighbors, support your peers, and never stop learning.

For everyone else: The next time you dial 911, remember—on the other end is someone like Mandi. Years of experience, a head full of stories, and above all, a heart determined to help.

Want to catch the episode? Find it and more resources here, and connect with Ricardo and other dispatchers through their growing online community, the Trenches. Whether you’re seeking professional growth, personal connection, or just a great story, you’ll find it here.