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.
Season 3 Episode 6: Don't Wait for the Application: Recruiting 9-1-1 Before Graduation, with Tara Vann
What if the next generation of 9-1-1 telecommunicators started learning the job before they ever filled out an application? In this episode, Lori Henricksen sits down with Tara Vann, Director of Jefferson County 9-1-1 in Kearneysville, WV, to talk about the center's high school emergency telecommunications pathway program and the results from its first year. Tara shares how introducing students to 9-1-1 before graduation gives centers something a thirty minute interview never can: an entire s...
22 Jul 2026
Season 3 Episode 5: Building the Career You Want with guest Lily Uranga
What does it actually take to go from student to supervisor in the 9-1-1 industry? In this episode of the CommsCoach Podcast, host Lori Henricksen sits down with Lily Uranga, a fire communications supervisor whose career she has watched unfold since Lily was a student in the emergency telecommunications program at Veterans Tribute Career and Technical Academy in Las Vegas, Nevada. Lily's path into dispatch was not a straight line. She spent time in the hospitality industry before returning to...
16 Jun 2026
Season 3 Episode 4: Benefits of Professional Organizations with guest Lee Ann Magoski
In this episode of the CommsCoach Podcast, host Lori Henricksen sits down with Lee Ann Magoski, Director of Emergency Communications for Monterey County, to discuss how professional organizations help 9-1-1 dispatchers, telecommunicators, supervisors, trainers, and ECC leaders grow their careers and strengthen the emergency communications profession. Lee Ann shares why organizations like NENA, APCO, and other public safety associations are valuable for dispatch professionals at every stage of...
23 Apr 2026
Season 3 Episode 3: GovWorx Education Team
Most people think they understand 911. They know someone picks up. What they don't know is everything that happens in the seconds after—and that gap, it turns out, costs more than anyone realizes. In this special episode recorded in honor of 911 Education Month, host Lori Henricksen brings together three members of the GovWorks education team—Chief of Public Safety Engagement Tipi Brookins, Director of 911 Education Halcyon Frank, and Manager of Applied 911 Education Michael Mollo—for a panel...
15 Apr 2026
Season 3 Episode 2: Teresa Burgamy
What if you could hand a high schooler a headset, put them in a simulated 911 center, and watch the moment they realize this job is nothing like they imagined? In this episode, host Lori Henricksen sits down with Teresa Burgamy—IT manager at Fresno County Sheriff's, lead dispatch instructor at Fresno City College Police Academy, and the woman behind one of the most innovative 911 outreach programs in the country—to talk about what it actually looks like to recruit the next generation before t...
6 Feb 2026
Season 3 Episode 1: Tipi Brookins
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 Q...
23 Jan 2026
Season 2 Episode 6: Branding 9-1-1: How Identity, Transparency, and Trust Shape Modern ECCs
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. Be sure to follow us on LinkedIn: https://www.linkedin.com/co...
3 Oct 2025
Season 2 Episode 5: From Classroom to Command Center: How High School Dispatch Programs Build Careers
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 classro...
11 Feb 2025
Season 2 Episode 4 Jessica Lindley - Breaking Barriers in Public Safety
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/
26 Sept 2024
Season 2 Episode 3 Steve Sutton The Power of Positivity
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 prese...
25 Aug 2024
Season 2 Episode 2 Kimberly Govea - Boost Your Training
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...
7 May 2024
Season 2 Episode 1 Cassie Sexton CIT and Dispatcher Wellness
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 ...
20 Mar 2024
Season 1 Episode 6 Erika Lakey, "Those 911 Girls"
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 traini...
17 Jan 2024
Season 1 Episode 5 Samantha Hawkins - The Traveling Trainer
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/
31 Oct 2023
Season 1 Episode 4 Tina DeCola - Training and Peer Support
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 LinkedI...
27 Sept 2023
Season 1 Episode 3 Kris Nichols - The CTO
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...
6 Sept 2023
Season 1 Episode 2 Halcyon Frank
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/
25 Aug 2023
Season 1 Episode 1 Wendy Lotman
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/
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