This week on the Comms Coach Podcast, host Lori Henricksen sits down with public safety communications leader Tipi Brookins to discuss wellness, culture, and retention in 911 centers. Tipi shares her personal journey into dispatch and reflects on both toxic and thriving workplace environments. Together, they explore why true wellness goes beyond EAP programs or “pizza and donuts” and instead requires trust, psychological safety, and strong leadership. The episode highlights how training and QA can either support staff growth or harm morale when inconsistent or punitive. Tipi also shares practical, budget-friendly strategies leaders can implement immediately.

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In this episode of the CommsCoach Podcast, host Lori Henrickson sits down with communications leader Whitney Moore of Northwest Emergency Communications Center (Texas) discusses how intentional branding, transparency, and community engagement strengthen public trust, recruitment, and internal culture in 9-1-1 centers. Learn how ECCs can control their narrative, connect with the next generation, and build pride behind the headset.

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In this episode of Comms Coach Podcast, host Lori Henricksen reconnects with one of her standout former students, Eric Guerrero, now an accomplished fire-medical dispatcher in Las Vegas. Eric shares how his journey began in a high school emergency dispatch program and evolved into a thriving public safety career. Together, they explore how early exposure to real-world scenarios, mentorship, and community service shaped his professional path and mental resilience.
From stories of classroom simulations to real-life emergency calls, Eric reveals how high school dispatch programs can transform lives and directly impact dispatcher recruitment and retention. This episode is a reminder of how early investment in students builds the next generation of emergency communication professionals.

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In this powerful episode, Lori is joined by telecommunicator Jessica Lindley. Jessica tells her story of overcoming perceptions and facing the realities of being a 9-1-1 dispatcher with a disability. They discuss the importance of simple accommodations that can be made to include those with disabilities in the field. Don't miss this episode!

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As a Senior Telecommunicator at Danville Fire Department, Steve is certified in VCIN, EMD, EFD, and EPD, and also serves as a Communications Training Officer.
Before joining Danville Fire Department, he had a 20-year plus career in the North Carolina Department of Public Safety. He also has a background in firefighting and emergency medical services, having volunteered as a firefighter and worked as an EMT and ER tech. Steve is passionate about public education and outreach, having presented at several conferences on topics related to 911 communications, gang prevention, and social media management. He is also a graphic designer and a member of the VA APCO Training Committee and the VA NENA Legislative Committee.

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In this episode, the focus is on the significance of incorporating training enhancements throughout all stages of your initial and ongoing instruction. Our host and guest will delve into the importance of recognizing various learning styles and using creativity to guarantee the effectiveness of your training program. They will discuss numerous strategies that can help you achieve your instructional objectives while ensuring that your training goals are accomplished. Understanding the value of training and ensuring mastery is a beneficial outcome for both your trainees, trainers, and the overall organization.

Joining us today is retired LVMPD dispatcher, Kim Govea, a remarkable dispatcher, trainer, and a dear friend. Her story is truly inspiring, and she has made a meaningful impact in the lives of many.

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In this powerful episode, and even more powerful topic, Lori is joined by Cassie Sexton. Cassie has an extensive background in Law Enforcement, with the majority of her career dedicated to serving in the 9-1-1 Center. Presently, she holds the position of a Customer Success Executive at Mindbase, where her primary focus revolves around proactive wellness initiatives and resource provision for first responders through technological means. Cassie's desire for assisting first responders is deeply rooted in her personal journey of healing from Post-Traumatic Stress (PTS) through wellness practices, meditation, and recovery. Notably, she actively contributes and is a member of the North Carolina NENA Wellness Team, holds a position on the APCO International Health and Wellness Committee, as well as the National NENA Wellness Committee.

Cassie is also an instructor with the private company “21 CLETS” and instructs for other institutions in a variety of courses for dispatchers and civilians, emphasizing in wellness and burnout for line-level dispatchers, those in supervisory roles, Communication Training Officers (CTO), Crisis Intervention Training (CIT), and Peer Support Teams.

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In this really exciting episode, Lori is joined by Erika Lakey, co-founder of "Those 911 Girls", an organization with a vision to help others succeed by providing support and industry resources, all in one place. They know the value of “Find Your Tribe” and the 911 industry has many! They realize that most people in the 911 industry have similar challenges and goals so decided to put together a site to provide a resource hub for helpful links.

Lori and Erika talk about the importance of training in 911 and the role it plays in your professional and personal life.

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