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
81 episodes
Leadership Without Experience: Can It Work in 9-1-1?
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...
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Season 2
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Episode 80
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35:24
Ep 79 - Superstitions
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 c...
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Season 2
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Episode 79
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28:13
Ep 79 - Superstitions Trailer
LifeLine911 episode 79 - Superstitions will be out Monday, August 25, 2025 at 05:00 eastern! Tune in!
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0:35
Ep 78 - Delegated Authority
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...
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Season 2
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Episode 78
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32:06
Ep 77 - Bronze Level Operators
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...
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Season 2
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Episode 77
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37:11
Ep 76 - School Safety with Versaterm CaseWorX for Schools
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'...
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Season 2
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Episode 76
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43:49
Ep 75 - Be Thankful for What You Have
In the first responder life, it is always important to be strive to have the best equipement, training, and resources available. But if you try and keep up with the Jones' (i.e. other agencies) you'll always find yourself lacking in some regard...
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Season 2
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Episode 75
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27:46
Ep 74 - Tactical vs Critical Dispatching
Emergency operators are often faced with a myriad of challenges throughout each shift they work; from the routine to the exceptional. These calls, while they might seem quite difference on the surface, are all really worked with the same fundam...
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Season 2
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Episode 74
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43:58
Ep 73 - Entitlements
Employee perks can range from picking a time to go to lunch, to preferences on parking; they are generally smaller things that can add up to a lot to make the employees feel appreciated for their hard work. But, when these perks become entrench...
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Season 2
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Episode 73
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39:15
Ep 72 - Strikes in the City of Brotherly Love
On July 1, 2025 at 12:01 am, the unionized city workers of the City of Philadelphia went on strike to protest for better wages and conditions. While the merits of units and strikes and general, and public sectors unions in particular, is its ow...
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Season 2
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Episode 72
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49:44
Ep 71 - Slings & Arrows
In the emergency communication profession, 9-1-1 operators and dispatchers will often times receive a battering from irate callers who speak with them in a less than civil manner. Expletives, derisive comments, and cruel remarks are among the i...
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Season 2
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Episode 71
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34:13
Ep 70 - The "Blunt" Truth
Every day, 9-1-1 telecommunicators answer calls from individuals under the influence of drugs and/or alcohol. These calls are often unpredictable, emotional, and at times dangerous - not only for the caller but for the responders en route. Call...
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Season 2
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Episode 70
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38:58
Ep 69 - When Lines Go Dark
In an emergency situation, people know that they can call for help using the 9-1-1 phone number in the United States and they will be connected with an operator for help. But what happens when the emergency call center has an issue of its own w...
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Season 2
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Episode 69
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35:47
Ep 68 - When You Know The Caller
One of the most prevalent questions that people considering a career in the emergency telecommunications field is "what if I know the caller?" This can be a challenging and almost nightmare scenario for people to contemplate: how to provide eme...
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Season 2
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Episode 68
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47:41
Ep 67 - Initial Moments of a 9-1-1 Call
The first few moments of an emergency 9-1-1 call set the tone and success of the entire incident. Knowing how to control a call from the beginning to be able to ask questions and receive information quickly is critically important to obtaining ...
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Season 2
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Episode 67
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49:50
Ep 66 - Bulletproof
Look, up in the sky. It's a man. It's a bird. It's a... telecommunicator doing exactly what they were trained to do. Dispatchers and 9-1-1 operators are called upon to work difficult situations on a not infrequent basis. These men and women who...
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Season 2
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Episode 66
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33:10
Ep 65 - Texas NENA Telecommunicator of the Year 2024-2025
Each day, 9-1-1 operators work to help their communities by answering emergency calls placed to their centers. Most of these calls are typical burglar alarms, noise complaints, and other day-to-day incidents, but once in awhile they get a profo...
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Season 2
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Episode 65
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40:41
Ep 64 - The Tower of Babel
Throughout history, the division of language has created problems with communicating between two people their needs, wants, desires, and sometimes their emergencies. In today's world, where there are so many languages spoken, how can an emergen...
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Season 2
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Episode 64
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28:15
Ep 63 - Prioritization of Dispatch
You dial 9-1-1 and are connected with an operator. You explain your situation and are informed help will be on the way. The minutes tick by and no police, fire, or EMS arrive on scene; have you been shortchanged? Did you call get cancelled acci...
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Season 2
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Episode 63
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27:02
Ep 62 - The Wife of a Cop
We all know that working in the field as a police officer, firefighter, or medic is an extremely challenging career that is entirely different than most other jobs; getting time off is hard, there are unexpected calls which force you to work pa...
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Season 2
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Episode 62
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55:39
Ep 61 - Which Way the Wind Blows
Along the Gulf Coast, there is a county in Texas named Calhoun which recently went through a PSAP consolidation, joining the police department with the sheriff's office for 9-1-1 response. Patrick Schubert was tasked with heading-up these effor...
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Season 2
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Episode 61
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48:37
Ep 60 - Swatting
In the last dozen years, law enforcement has had to contend with a new type of incident: Swatting. These types of calls involve someone making a false call to 9-1-1 in order to have police respond in force to fictitious events to either scare, ...
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Season 2
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Episode 60
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29:43
Ep 59 - Peer Accountability
In all professions and aspects of life, there are rules which are unwritten in any manual but they are known to all. These are enforced by the collective unspoken agreements between coworkers on how many matters are to be handled: is there a lo...
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Season 2
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Episode 59
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33:12
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Ep 58 - Quality Assurance in 911
A critical part of ensuring that your team of emergency operators is capable of succeeding no matter the event which occurs is to take the time to perform period quality assurance on them. The goal is not only to find the faults with the call t...
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Season 2
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Episode 58
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39:28
Ep 57 - Citizen Complaints
Complaints on any job are commonplace across all industries, but they can be especially difficult to deal with in the world of emergency telecommunications. Oftentimes, those making the complaints can have suffered traumatic events which make t...
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Season 2
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Episode 57
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38:21
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