LifeLine 911
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.
Episodes
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 a...
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 o...
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 whet...
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 a...
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 ri...
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 in...
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 in...
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 th...
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 ex...
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 beh...
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, log...
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...
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...
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 Idah...
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 heads...
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 abou...
LifeLine911 episode 79 - Superstitions will be out Monday, August 25, 2025 at 05:00 eastern! Tune in!
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 an...
The ideal emergency call takers and dispatchers are efficient and effective at their jobs, always paying attention to the screens, listening to the slightest change in voice from the callers and officers in the field. But not every operator can be these star service people. There are some who work hard enough just to get by. There are some who shoot for the Bronze Medal.
As always, if you have any questions o...
Of all the groups of people that society works to protect, perhaps none is more important than children. They serve as society's future and promise. To paraphrase President John F Kenney, "Children are the world's most valuable resource and it's best hope for the future." But too often, children's needs and struggles are overlooked in school systems which need to accommodate thousands or ...
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