A practical look at Colin Powell’s Thirteen Rules of Leadership, and how they apply inside an emergency communications center.

How the danger you don’t see still counts. (Part 3 of 3)

Sometimes, the hardest part happens before anyone arrives at the scene. (Part 2 of 3)

How the question misses the point. (Part 1 of 3)

Dispatchers aren’t leaving because they can’t handle the work. They’re leaving because the job has evolved faster than the systems around it. Here’s why 911 centers struggle with retention, and what has to change before things get better.

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.

Dispatch.gold is a space for the people behind the headset. It’s a place to explore the systems, stories, and ideas that keep emergency communications running. It’s where leadership, technology, and design meet the calm voices who hold everything together when it matters most.