Inside the Heart of 911 Dispatch

Edited by: Within the Trenches Media
If you’ve ever wondered what goes on behind the scenes at a 911 dispatch center, the latest episode of "Within the Trenches" will take you straight into the heart of public safety communications. Live from APCO 2025 at the RapidSOS booth, host Ricardo Martinez sits down with Jennifer, a 911 Coordinator out of Texas. Their honest and compelling conversation is a testament to the courage, resilience, and humanity found within the trenches of 911.

First Impressions: The Buzz, the Overwhelm, and the Puppies

The episode opens with the lively ambience of a national conference. Ricardo quickly sets the scene: the vendor hall is enormous, overrun with networking dispatchers, innovative tech, and… puppies?

Jennifer, attending her first ever APCO conference, describes the initial overwhelm of the event—so many classes, new products, and faces, all buzzing with energy. More than just information overload, it’s a firehose of stories, innovation, and camaraderie.

But for those needing a calm moment, APCO offers an unexpected wellness program with a pen full of adoptable puppies, which Jennifer enthusiastically describes. "Puppy dopamine," she calls it—fifteen wriggly reasons to pause and smile in the middle of a high-stakes industry event. Moments like these echo a sentiment that runs through dispatch: finding small joys to balance big responsibilities.

Not Your Average First Day: From Military to Dispatcher

Jennifer’s story is unique, yet resonates with many in public safety. After serving in the military and earning a degree in criminal justice with dreams of becoming a state trooper, she landed a role as a Communications Officer at Harris County. This pivotal decision would launch her into a frontline job during the tumultuous days of COVID-19.

Jennifer admits she had little idea what dispatch would actually feel like. "I dove right in," she recalls, without a sit-along or preview. From non-emergency phones to her first 911 calls, Jennifer describes a combination of excitement and anxiety—emotions intensified by COVID-era uncertainties and job necessity.

For those considering dispatch, her advice is bluntly authentic: you’ll be scared, you’ll be uncertain, but you’ll make it through. Embrace the chaos, trust the training, and don’t be afraid to lean on your team.

On-the-Job Reality: Developing the Dispatcher’s Ear

Anyone can answer the phone, but not everyone can be a call-taker. Jennifer quickly learned that dispatching is as much about listening as it is about speaking. "You have to develop that ear," she explains, describing the knack for picking out crucial details—background noises, the subtle sound of distress, or the clues hidden in a caller’s silences.

Jennifer’s empathy and instincts shine in her retelling of calls involving vulnerable populations, especially those that resonate personally. With a son on the autism spectrum, she brings heightened vigilance to missing child cases. She relates one particularly challenging call where, undeterred by policy minimums, she called back a confused, elderly caller nearly a dozen times, ultimately getting help to him before it was too late.

These stories underscore why there’s no such thing as a “routine” call. Dispatchers must remain alert, compassionate, and relentless in ways most of the public never sees.

The Emotional Toll: Calls That Stick

It’s the hardest part of the job—the calls that never leave you. Jennifer doesn’t shy away from discussing the trauma ingrained in certain experiences: suicides, domestic violence, and the unspeakable loss involving kids.

Ricardo and Jennifer both reflect on how dispatchers bear witness to society’s worst moments. Jennifer admits, "Some of those, I do remember… unfortunately, some young children have lost their lives due to suicide." She recalls with heartbreak the murder of a two-year-old girl by her father—one of those impossibly heavy calls that etch themselves on the soul.

Yet, within the darkness, Jennifer stresses the importance of remembering the good—those moments when a missing child is quickly found, or when a persistent call-taker makes the difference between life and death.

Teaching, Learning, and Leading

Over five and a half years, Jennifer has progressed from call-taker to dispatcher to supervisor, and now serves as the 911 Coordinator. This upward trajectory is no accident; it’s built on curiosity, teamwork, and a commitment to continual learning.

She speaks highly of evolving training programs, both at her agency and through events like APCO. For Jennifer, the greatest professional satisfaction comes from understanding every moving part of the dispatch center—and then passing on that knowledge to others. "Train everybody to make sure that they understand how this place works," she urges. Creating a family atmosphere, relying on colleagues in storms and overtime, and keeping the energy fresh for newcomers are all crucial parts of her leadership style.

She shares her excitement about new ideas gleaned from the conference, especially around active shooter training and crisis response—proving that even seasoned coordinators are always students at heart.

Wisdom for the Next Generation

Ricardo ends the interview with a twist: "If you could go back and talk to yourself at the beginning of your career, what would you say?"

Jennifer’s advice is gold for anyone starting in public safety—or any high-pressure career:
Don't give up.
Don’t let the burnout and cynicism of long-time veterans jade you. Each shift is a fresh start, and every mistake is just another lesson. Approach the job with an open mind, don’t let fear of imperfection stop you from trying, and seize every opportunity your agency offers.

Perhaps most importantly, she urges newcomers not to be afraid—not of making mistakes, not of learning, not of the emotional weight. There’s a future in dispatch for those willing to lean in and keep growing.

The Human Connection

What makes this episode of "Within the Trenches" so powerful isn’t just the technical talk about call-taking or radio procedure—it’s the honest portrait of an industry that demands so much, and gives so much back in return.

Jennifer’s story underlines that dispatch isn’t a job for everyone, but it can become a calling for those with resilience and heart. Whether she’s training new hires, sparking new initiatives, or, yes, cuddling conference puppies, Jennifer embodies what it means to be at the center of help.

Ricardo and Jennifer’s mutual respect and humor shine through, reminding listeners that, despite the trauma and fatigue, laughter (and sometimes a muddy missing shoe) are essential parts of dispatch life.

Final Thoughts

"Within the Trenches" continues to lift the curtain on the unsung heroes of emergency services. If you’re a dispatcher, this episode will make you feel seen. If you’re not, it will help you appreciate the unseen labor, compassion, and messiness that keep our communities safe.

To echo Jennifer: every day is a new day in this work. And as long as we’re listening—to our callers, to each other, and to ourselves—we’ll keep answering the call.

Listen to the episode and tap into 200+ hours of free continuing education at the Trenches Community via liinks.co/iam911. Whether you’re in the trenches or curious about the world behind the headset, you’ll find wisdom, and inspiration wherever you listen to your favorite podcasts.

Until next time—we will see you in the next one.