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In a world where first responders face new challenges every day, LifeLine911 brings clarity, insight, and connection.
Hosted by Erica Roberts—an Emergency Communications veteran with over 20 years of frontline and training experience—this podcast dives into the issues, stories, and voices shaping the world of emergency response, with a special focus on dispatch and communications.
Whether you’re a seasoned professional or simply curious about how emergency services work, LifeLine911 offers engaging discussions, real-world stories, and answers to the questions you’ve always wanted to ask.
Have a question or want to share your story? Email us at LifeLine911Podcast@gmail.com to join the conversation.
98 Episodes
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Send us a text Becoming an emergency telecommunicator is not like applying for an ordinary job. From written exams and background checks to psychological screening, training academies, and probationary call-taking, the path into a 911 center is designed to filter for people who can perform under pressure when lives are on the line. In this episode of LifeLine 911, we walk through every stage of the hiring and onboarding process, explain what agencies are really looking for, and address the do...
Send us a text As the city settles into sleep, the work inside the 911 center intensifies in different and often unseen ways. The night shift operates with fewer resources, heightened risk, and a steady stream of incidents that tend to surface under the cover of darkness. In this episode of LifeLine 911, we step into the nocturnal world of emergency communications to examine how dispatchers adapt to circadian strain, increased volatility, and the unique decision-making required when help is h...
Send us a text 911 dispatchers are trained to follow protocols with precision—every question, every command, every keystroke has a purpose. Yet no checklist can account for every human variable that comes through the line. In this episode of LifeLine, we explore the moments when training alone isn’t enough and instinct takes over. What does intuition look like inside a PSAP? How is it developed, when is it trusted, and where are its limits? By examining the balance between procedure and judgm...
Send us a text When someone calls 911, the response begins immediately—but those first few minutes before responders reach the scene are often the most critical. In many emergencies, the actions taken by ordinary citizens can make the difference between life and death, yet most people hesitate or feel unsure of what to do. In this episode of LifeLine, we examine the hidden power of bystanders, the simple steps that protect victims and responders alike, and why early action matters more than m...
Send us a text Few moments feel more helpless than dialing 911 and hearing a recorded message instead of a call-taker’s voice. For most people, that pause triggers fear, frustration, and uncertainty—yet behind the scenes, an entire system is working at full capacity to route your call and get help on the way. In this episode of LifeLine, we explore why recorded messages occur, what’s happening inside your local PSAP when lines are overloaded, and what callers should do in those stressful mome...
Send us a text Artificial intelligence is reshaping entire industries, from medicine to filmmaking, but one question looms larger than most: will the public accept AI as the voice that answers their emergency call? As automation moves closer to the dispatch console, the debate mirrors the legend of John Henry racing the steam engine—a contest between human judgment and machine efficiency. In this episode of LifeLine, we examine whether AI can be trusted with life-and-death decisions, how much...
Send us a text Every election shapes a community’s future—but in small towns and rural counties, it can also decide who shows up when someone dials 911. On November 4, 2025, voters across the United States cast ballots on measures that directly impact fire, police, and EMS funding. While major cities often rely on stable budgets, countless smaller municipalities live election to election, their emergency services hinging on public approval and tax renewals. In this episode of LifeLine911, we ...
Send us a text Every emergency starts with a sound—the rising wail of sirens cutting through traffic and tension alike. “Fire up the roof” has become shorthand for urgency, for life-and-death moments where seconds matter. But behind the flashing lights lies a question few stop to ask: at what cost? In this episode of LifeLine911, we examine the real consequences of lights-and-sirens responses—how much time they actually save, the risks they create for responders and civilians, and the psychol...
Send us a text American Emergency Preparedness (AEP) is transforming the way first responders train. Known for high-quality emergency preparedness courses, AEP is now bringing its expertise online—making it easier than ever for 9-1-1 Operators, Dispatchers and other emergency services professionals to stay sharp. AEP's new online training platform helps you continue education, refresh vital skills, and learn from experienced instructors like Erica from LifeLine911—all from the comfort of your...
Send us a text American Emergency Preparedness (AEP) is transforming the way first responders train. Known for high-quality emergency preparedness courses, AEP is now bringing its expertise online—making it easier than ever for 9-1-1 Operators, Dispatchers and other emergency services professionals to stay sharp. AEP's new online training platform helps you continue education, refresh vital skills, and learn from experienced instructors like Erica from LifeLine911—all from the comfort of your...
Send us a text In law enforcement, trust isn’t just a principle—it’s a lifeline. When officers from different agencies respond to a crisis, they rely on one another to have their backs. On October 4, 2025, in Chicago, a tense situation unfolded that highlights just how critical this trust can be. LifeLine911 takes you inside the realities of inter-agency support, why backup can make the difference between safety and disaster, and the lessons every officer—and every citizen—can learn from it. ...
Send us a text Barbara Farris has served as a police dispatcher for the past 15 months — but unlike many who enter public safety early in life, Barbara began her law enforcement journey later than most. In this episode of LifeLine911, Barbara shares what it’s like to start a career in dispatch midlife, the unique challenges she’s faced, and the unexpected strengths that come with experience, patience, and perspective. We explore her path into the world of emergency communications, the emotio...
Send us a text After seven years in law enforcement, Chris Howell took a new path—joining Flock Security to help others navigate the same transition. Now in his second year with Flock, Chris runs a unique “peer support” program that provides guidance, resources, and community for officers moving from the public sector into private industry. In this episode, we explore his journey, the challenges faced by those leaving the badge behind, and the importance of support systems during one of...
Send us a text Critical thinking is more than just a buzzword—it is the foundation of sound decision-making in emergency communications. In this episode, we explore what critical thinking truly means for first responders, why it is essential in high-pressure environments, and how it shapes the judgments made on the line. We also discuss practical ways to strengthen this skill, ensuring that every call is approached with clarity, logic, and confidence. As always, if you have any questions or ...
Send us a text Admitting mistakes is never easy. It challenges pride, ego, and identity — yet it remains the most vital step toward growth. For first responders, the stakes are even higher: errors can mean the difference between life and death. In this episode of LifeLine911, we explore why humility is not a weakness, but a strength that ensures long-term success in emergency services. We’ll examine how acknowledging errors builds resilience, strengthens teams, and improves patient outcomes....
Send us a text Born between 1997 and 2012, Generation Z is stepping into the workforce — including the world of emergency communications. Shaped by pandemics, social media, and a digital-first lifestyle, this 69-million-strong generation brings both challenges and opportunities to 9-1-1 centers. What happens when Gen Z joins the headset? In this episode, we explore how their unique perspectives, habits, and expectations are reshaping dispatch, and what that means for the future of public saf...
Send us a text Every year, millions of 9-1-1 calls pour into centers across the U.S. In 2023 alone, Idaho answered over four million of them. But outdated systems in parts of the state made a tough job even harder for the dedicated telecommunicators on the other end of the line. Now, Sheriff Andy Creech — Chairman of the Idaho Public Safety Communications Committee — is leading efforts to modernize the system and bring Idaho’s emergency communications into the future. Join us as we explore ...
Send us a text Leadership is often defined by qualities such as integrity, transparency, diligence, and sound judgment—traits that transcend industries. Yet in specialized fields, like emergency communications, one question remains: are these universal skills enough? Or does true leadership in a dispatch center require firsthand experience behind the console? Can an outsider step into supervision and succeed, or is time on the headset an irreplaceable prerequisite? 🎧 Listen now and join the ...
Send us a text In this episode of LifeLine911, we dive into one of the most infamous taboos in the culture of emergency services: the words you should never say on shift. Why do terms like "calm", "slow", or the dreaded "quiet" send shivers through dispatch centers and first responder units alike? We’ll explore the roots of this superstition, its impact on team culture, and what it reveals about the shared mindset of those who work under pressure in emergency communications. Is it just harml...
Send us a text When a dispatcher gives a unit in the field a direction, such as respond to the call, why does the police officer, medic, or firefighter listen to them, especially when the dispatcher is a civilian? This is because of delegated authority, which is how a structure with a hierarchy operates; lines of legitimate control flowing down from the top. Today we explore how and why this works. As always, if you have any questions or comments on the show, or you would like to connect wit...
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