From Chaos to Clarity: How 911 Dispatchers Master High-Stakes Communication
- Author
- Cyndee Woolley
- Published
- Wed 27 Aug 2025
- Episode Link
- None
Today I'm excited to welcome Erica Roberts, a true communication professional who operates in one of the most demanding environments imaginable. With over two decades of experience in emergency communications, Erica has worn every hat in the field—from frontline dispatcher handling life-or-death calls, to trainer developing the skills of future emergency communicators, to supervisor managing teams under incredible pressure.
She currently co-hosts the LifeLine911 podcast, where she discusses the latest issues and stories in emergency response services with a specific focus on emergency communication. Erica is also involved with Ameri-prep training and webinars, sharing knowledge about operating effectively in emergency environments. Her passion for training and community outreach has made her a liaison for her department and a voice for the emergency communications community. If you've ever wondered what it takes to be the calm voice in someone's worst moment, Erica is here to share those leadership and communication insights with our business and community leader audience.
When seconds matter and lives hang in the balance, how do you lead with clarity and calm?
Join host Cyndee Woolley as she sits down with Erica Roberts, a 20+ year veteran of emergency communications and co-host of the Lifeline 911 podcast. In this powerful conversation, Erica reveals what it really takes to be the first voice in someone's worst moment—and the leadership lessons that apply far beyond the 911 call center.
Discover the secrets of crisis leadership: From training operators to make split-second decisions under unimaginable pressure, to managing teams through trauma while maintaining mission-critical operations. Erica shares hard-won insights about building trust instantly, separating emotion from action when it matters most, and creating systems that protect both your people and your mission.
Why every business leader needs to hear this: Whether you're facing a PR nightmare, managing a team through crisis, or simply want to build resilience in your organization, this episode delivers real-world strategies from someone who's literally seen it all. Learn why "it's not about you right now" might be the most important leadership principle you'll ever master.
Plus: The hilarious story of how a teenager's creative approach to emergency contacts could revolutionize crisis preparedness, and why sometimes the best crisis communication strategy is opening your doors wider, not battening down the hatches.
Ready to cut through the clutter in your own leadership journey? Tune in for authentic insights that could transform how you handle your next crisis.
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