Dispatchers face constant stress from repetitive calls, low-level complaints, and people who need help with things they could probably handle themselves. Here’'s a different way to look at those calls, why customer service still matters in 911, and how reframing the work can ease burnout.

A look back at how a newsroom, a television show, and an unforgettable September morning shaped my path into emergency communications, and why Dispatch.gold exists today.