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© 2025 Comms Coach Podcast
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Welcome to Comms Coach, the podcast that delves deep into the world of training and quality assurance for 9-1-1. Your host, Lori Henricksen, is a veteran in the field with more than 30 years experience as a dispatcher, trainer and high school teacher who started one of the country's first 9-1-1 Dispatch programs for High School students in Las Vegas, Nevada. In each episode, a lineup of expert guests dive into the critical aspects of emergency communications training, quality assurance and improvement. They share valuable insights, techniques, and best practices to help today's trainers and the next generation of unsung heroes. So whether you're an experienced dispatcher, leader, trainer or simply curious about how to set up and run training or QA programs in your center or school, get ready to embark on a journey of knowledge, growth, and inspiration. This is Comms Coach, building the strength behind every call.
10 Episodes
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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 pres...
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 ...
The role and importance of QA in 9-1-1 is today's topic with Lori and Samantha. From her time with Cobb County Communications to her current role as a traveling ECC Professional/QA/Trainer, Samantha offers some great insight and experience into the most crucial aspects of Quality Assurance.Be sure to follow us on LinkedIn: https://www.linkedin.com/company/comms-coach-podcast/
In this inaugural episode of the Comms Coach, Lori is joined by Wendy Lotman, the Fire Communications Chief at the City of Las Vegas, NV.Be sure to follow us on LinkedIn: https://www.linkedin.com/company/comms-coach-podcast/
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! Be sure to follow us on LinkedIn: https://www.linkedin.com/company/comms-coach-podcast/
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...
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 trai...
A not to be missed episode. Lori is joined by Tina DeCola, an Instructor for the Denise Amber Lee Foundation and Communications Supervisor for Las Vegas Fire and Rescue. Tina and Lori underscore the significance of peer support and training for peer supporters within the 911 dispatcher community. Together they highlight how empathy from shared experiences is vital, and training ensures peer supporters can offer effective and safe support. Be sure to follow us on Linked...
Most dispatchers receive some type of floor training, hopefully receiving instruction from a Communications Training Officer. However, the role of a CTO varies across the US. A CTO makes such an impact on a new employee that this role is an essential part of not only the initial training, but in retaining great dispatchers who will contribute to the success of your team for many years to come. In this episode, Lori is joined by Kris Nichols, a CTO with New River Valley 9-1-1...
This week, Lori is joined by Halcyon Frank, the Director of Training & Development for The Denise Amber Lee Foundation. Lori and Halcyon discuss all things training, including opportunities for continuous learning and quick, micro-lessons.Be sure to follow us on LinkedIn: https://www.linkedin.com/company/comms-coach-podcast/
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