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Comms Coach Podcast
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.
Comms Coach Podcast
Season 2 Episode 1 Cassie Sexton CIT and Dispatcher Wellness
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What happens when the person trained to help everyone else in crisis has been quietly falling apart themselves—and what does it take to come back from that? In this episode, host Lori Henricksen sits down with Cassie Sexton, former dispatcher and law enforcement professional turned first responder wellness advocate, for one of the most honest and important conversations the show has had yet.
Cassie's story doesn't start with wellness—it starts with survival. She entered law enforcement at 19, fell into dispatch, and built what looked like a successful career while quietly carrying unresolved trauma she never had the tools to process. The "suck it up and keep going" culture did what it always does: it worked, until it didn't. Cassie opens up about burnout, suicidal ideation, and a suicide attempt that became the turning point that changed everything. What came after—treatment, new coping skills, peer support, CIT certification—eventually led her to a full-time career dedicated to the people who spend their lives helping others but rarely ask for help themselves.
The heart of this episode is Crisis Intervention Training and why it matters just as much for the dispatcher taking the call as it does for the officer walking through the door. Cassie breaks down what CIT actually teaches: how to recognize mental illness versus intoxication, how to shift from rapid-fire yes/no questions to the kind of open, empathetic conversation that actually builds trust with someone in crisis, and how a trained dispatcher can stay on the line—sometimes for an hour or more—and make a real difference in how that call ends. Better outcomes for callers. Safer scenes for responders. Fewer people with mental illness ending up in handcuffs instead of getting care.
They also don't shy away from what this work costs the people doing it. Cassie teaches a CIT block specifically on dispatcher wellness—recognizing PTSD and stress in yourself, grounding and regulation techniques, and how to think about mental illness as the invisible injury it is. Lori and Cassie talk about short staffing, the emotional weight of long high-intensity calls, and why leaders and peers need to be actively checking in—not waiting for someone to wave a flag.
If you work in a 911 center—on the floor, in a training room, or in a director's chair—this episode will challenge you, equip you, and remind you that the people taking the hardest calls deserve the same level of care they give to everyone else.
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