Under the Headset - Real voices. Real chaos. The world behind the 911 line.

Spencer | Under The Headset

Under the Headset is a deep dive into the real world of 911 — the stories, the systems, the split-second decisions, and the people behind the scenes who keep public safety moving. Hosted by Spencer, an experienced Emergency Dispatcher turned IT professional, the show blends insider knowledge, lived experience, humor, and humanity. Every episode pulls listeners into the comm center to explore the reality behind the headset: the calls that shape us, the tech that supports us (and sometimes fails us), and the resilience that keeps dispatchers going shift after shift. Follow our social media platforms: https://linktr.ee/undertheheadsetpod

Episódios

  1. 30 de mai.

    The Sound of Burnout

    ⚠️ Content Warning: This episode contains discussions of occupational trauma, mental health struggles, emotional distress, compassion fatigue, suicide ideation, and public safety related critical incidents. Listener discretion is advised.Burnout doesn’t always look like falling apart. Sometimes… it looks like showing up to work every day while quietly losing pieces of yourself behind the headset. In this episode of Under the Headset, we explore what burnout really sounds like inside public safety communications. The nonstop negativity. The emotional exhaustion. The compassion fatigue that develops after years of domestics, assaults, crashes, medical calls, civil disputes, and callers reaching out on what may be the worst day of their lives. But burnout doesn’t come from calls alone. We dive into the realities many dispatchers know all too well: mandatory overtime, on-call demands, staffing shortages, policy scrutiny after traumatic incidents, lack of recovery time, and leadership that can sometimes feel disconnected from the realities of the floor. Through personal reflection and honest conversation, this episode examines how repeated exposure to trauma, frustration, emotional suppression, and organizational stress can slowly reshape how you react… how you cope… and how you carry the job home with you. Under the Headset Real voices. Real chaos. The world behind the 911 line.https://linktr.ee/undertheheadsetpod

  2. 11 de abr. ·  Bônus

    Dispatcher Spotlight: Angelique

    Disclaimer:This episode contains discussions of medical emergencies and death. Listener discretion is advised. What happens when the path you planned changes… and you find purpose somewhere unexpected? In this installment of Dispatcher Spotlight, Angelique shares her journey through emergency communications, spending three years working across two different PSAPs after an injury shifted her original goal of pursuing a career in law enforcement. From handling high-pressure calls to guiding callers through life-saving interventions like CPR, Angelique reflects on the realities of the job and the discipline required to follow protocol with precision when every second matters. She also opens up about the lasting impact of those moments and what it means to know that your voice helped save a life. Beyond dispatch, her story highlights how the skills developed behind the headset: clear communication, structured thinking, and composure under pressure. All these have translated into her current career as a behavior analyst, where those same principles continue to make a difference. This episode offers a powerful look at how careers evolve, how adversity can redirect purpose, and how the work done in dispatch extends far beyond the console. 🎧 Real voices. Real chaos. The world behind the 911 line. https://linktr.ee/undertheheadsetpod undertheheadsetpod@gmail.com

    Dispatcher Spotlight: Angelique

  3. 27 de mar. ·  Bônus

    Dispatcher Spotlight: Oscar

    Content Advisory:This episode contains discussions of mental health and suicidal ideation. Listener discretion is advised.For the first time on Under the Headset, we step inside the stories of the voices behind the console. This is the debut of the Dispatcher Spotlight series. In this episode, we sit down with Oscar, a military veteran with 7 years of dispatch experience across both military and civilian environments. His perspective brings a unique lens to the job, shaped by service, sacrifice, and moments that don’t fade when the line disconnects. We talk about the reality of the role, the weight of certain calls, and what happens when the job becomes personal. Because sometimes, it does. This conversation goes beyond protocols and procedures. It’s about instinct, responsibility, and the decisions that define who you are in this line of work. 🎧 Real voices. Real chaos. The world behind the 911 line. https://linktr.ee/undertheheadsetpod undertheheadsetpod@gmail.com

    Dispatcher Spotlight: Oscar

  4. 13 de mar.

    Tech Behind the Tone

    In this episode of Under the Headset, we explore the systems that keep emergency communications running. Learn how Computer-Aided Dispatch (CAD), call handling platforms, radio networks, GIS mapping, and recording systems work together to coordinate emergency response. We also discuss the role of Next Generation 911 (NG911) and emerging tools like artificial intelligence, transcription technology, and training simulations that are beginning to shape the future of public safety communications. Whether you're a dispatcher, first responder, or simply curious about how emergency calls are handled, this episode provides an inside look at the technology behind the tone. Message the show! undertheheadsetpod@gmail.com

  5. 27 de fev. ·  Bônus

    The Calls We Carry, Part 2

    Content Advisory: This episode contains discussions of cardiac arrest, traumatic injury, and death. Listener discretion is advised. Some calls don’t end when the line disconnects. In Part 2 of The Calls We Carry, we explore four moments that quietly reshape the identity of a dispatcher. A nineteen-year-old on their first solo night shift walks a wife through CPR — and learns what it feels like to do everything right, yet still lose someone.A near-childbirth call that stopped just short of delivery.A routine loitering complaint that flipped into a shooting in seconds.A snowy morning train derailment that revealed how fast preventable decisions become permanent consequences. These stories aren’t shared for shock value. They’re shared because they reveal what this profession truly requires: Emotional regulation.Adaptability.Boundaries.Resilience. The calls we carry aren’t just incidents. They’re the moments that redefine what it means to care, and how to keep showing up after the worst days. If you work in public safety, emergency communications, or high-stakes environments, this episode may feel familiar. And if you’re carrying one of your own, you’re not alone. If you would like to share your story for a future episode of The Calls We Carry, reach out through the show’s social media platforms or email listed in the show notes. Real voices. Real chaos. The world behind the 911 line. https://linktr.ee/undertheheadsetpodEmail: undertheheadsetpod@gmail.com TikTok / Instagram: @undertheheadsetpod DeemedFit 15% discount code: UNDERTHEHEADSETPOD https://deemedfit.co/?ref=uthpod

    The Calls We Carry, Part 2

  6. 13 de fev.

    Under Pressure, Over the Radio

    Radio traffic inside a 911 center isn’t just communication. It’s emotional data transmitted in real time. In this episode of Under the Headset, Spencer explores the language of emergency radio communications and the subtle tone shifts that can signal danger before the words ever do. From unspoken channel rules to the art of radio triage, this episode breaks down what dispatchers are really listening for when police, fire, and EMS units key up under pressure. Why can two dispatchers hear the same transmission and react differently? The difference isn’t experience alone. It’s fluency. Because when seconds matter, the radio doesn’t wait. And once you learn its language, you don’t turn it off.

  7. 6 de fev. ·  Bônus

    The Calls We Carry, Part 1

    Content Advisory: This episode includes discussion of death, suicide, and traumatic events related to emergency response. Some calls don’t end when the line disconnects. This episode marks the beginning of a new miniseries centered on the personal experiences and calls that stay with us long after the shift ends, including stories shared by listeners who trusted me to help carry them. We start with a listener-submitted story from early in their dispatch career, one that captures the weight of responsibility, uncertainty, and the moment when this job becomes real. From there, I share several calls from my own time behind the headset, each highlighting a different side of what it means to work in emergency communications. This episode isn’t about procedures or protocols.It’s about experience.The kind you don’t train for.The kind that builds resilience quietly. These are the calls that shape how we listen, how we respond, and how we carry this work with us every day. More stories will follow. If you’re a dispatcher and have a story you’d like to share for a future episode, reach out through any of the show’s social media platforms. It would be an honor to help tell it.

    The Calls We Carry, Part 1

  8. 30 de jan.

    Split-Second Calm

    What happens when you call 911, and how do dispatchers stay calm under pressure? In Split-Second Calm, Under the Headset takes you inside the world of 911 dispatch to explain how emergency calls are handled, how dispatchers manage chaos in real time, and why calm is a critical skill in public safety communications. This episode breaks down the role of 911 dispatchers, what callers experience during emergencies, and how training, technology, and communication guide life-or-death decisions. From tunnel vision and time distortion to the systems behind the console, this episode offers a clear, educational look at emergency dispatch and the professionals behind the 911 line. Content Note: This episode discusses emergency calls and 911 response in an educational, non-graphic manner. https://thehealthydispatcher.com/on-the-audacity-of-finding-joy-in-dispatch/

  9. 23 de jan. ·  Bônus

    Case Overview: The Call That Changed the Church

    Content Disclaimer:This episode contains discussion of real-world violence, including an active shooter incident, arson, serious injury, and loss of life. It also includes references to emergency response operations and studio radio traffic used for educational and storytelling purposes. Listener discretion is advised. A Sunday morning in Grand Blanc Township, Michigan turned deadly when a gunman attacked a church, opening fire and setting the building ablaze. The incident quickly escalated into an active shooter response, a major structure fire, and a mass-casualty event, all unfolding within minutes. In this Under the Headset case file overview, we examine the 2025 Grand Blanc church attack from a public safety and emergency communications perspective. This episode breaks down the timeline leading up to the first 911 calls, how dispatchers coordinated police, fire, and EMS resources, and how responders managed a rapidly collapsing scene under extreme pressure. Featuring actual emergency radio traffic, discussion on command decisions, and real-world response challenges, this episode focuses on what happens before sirens arrive and the critical role of 911 dispatch during complex, high-risk incidents. This is an educational case overview centered on emergency response, coordination, and the human impact of crisis events. Articles: https://www.reuters.com/world/us/multiple-people-injured-after-shooting-fire-michigan-church-police-say-2025-09-28/ https://www.michiganpublic.org/public-safety/2025-09-28/multiple-people-shot-at-mormon-church-in-grand-blanc-and-shooter-is-down-police-say https://www.michiganpublic.org/criminal-justice-legal-system/2025-09-30/man-who-attacked-grand-blanc-twp-church-became-unhinged-when-talking-about-mormon-faith https://en.wikipedia.org/wiki/2025_Grand_Blanc_Township_church_attack https://apnews.com/article/michigan-church-shooting-video-grand-blanc-b74ec2abe9960cb1406c1af6a78d502a https://bridgemi.com/michigan-government/reports-grand-blanc-attacker-held-grudges-against-mormons-what-we-know/ https://www.police1.com/active-shooter/officers-responded-in-30-seconds-after-911-call-reporting-shooting-fire-at-mich-church https://www.clickondetroit.com/news/local/2025/10/03/police-release-bodycam-video-of-officers-responding-to-grand-blanc-township-church-attack/ https://www.michiganpublic.org/community/2025-10-08/grand-blanc-unites-at-memorial-vigil-seeking-healing-after-church-tragedy https://www.michigansthumb.com/news/article/michigan-school-threats-warning-21075342.php https://bridgemi.com/michigan-government/what-we-know-about-victims-in-michigan-mass-shooting-and-church-fire/ https://www.youtube.com/watch?v=g9RQNKC3qxs https://www.youtube.com/watch?v=qCSmLl9YK0w    https://www.gofundme.com/c/act/michigan-church-shooting-relief#section-1 Listener Resource Guide: Bleeding Control and First AidStop the Bleed ProgramAmerican Red Cross First Aid and CPRActive Threat AwarenessRun. Hide. Fight (DHS)FEMA Emergency Preparedness ResourcesCalling 911 EffectivelyText-to-911 education from your local 911 authorityLocal 911 center outreachCommunity PreparednessCommunity Emergency Response Team (CERT)Local police or fire department safety seminars

  10. 16 de jan.

    The Things We Hear in the Silence

    Dispatchers don’t just listen for words.They listen for pauses. Breaths. Silence. In Episode 2, we explore the moments where nothing is being said, and why those moments matter. From phone calls that go quiet to radios that stop responding, this episode dives into how dispatchers learn to recognize danger, fear, and urgency without visuals or certainty. This is a look at the instinct built through repetition, training, and experience. The skill of acting on incomplete information. And the quiet decisions that happen behind the headset...long before help ever arrives.

  11. 9 de jan. ·  Bônus

    Case Overview: Camp Mystic Flood

    Content warning: This episode discusses the July 2025 Camp Mystic flood and the drownings that occurred during the disaster. It includes references to 911 calls, mass-casualty flooding, and the loss of children and young adults. Listener discretion is advised. This episode is the first of its kind in a miniseries discussing recent or current public safety incidents. We dive into the tragic July 2025 flood at Camp Mystic in Kerr County, Texas. We break down what led up to the disaster, how the overnight flood unfolded, and what dispatchers and first responders faced as 911 lines were overwhelmed. This case overview looks at the response, the unanswered questions, and the hard lessons the public safety world is still grappling with. Articles: https://www.theguardian.com/us-news/2025/jul/09/texas-floods-camp-mystic-loss https://www.theguardian.com/us-news/2025/nov/11/camp-mystic-lawsuits https://www.texastribune.org/2025/11/10/texas-floods-kerr-county-camp-mystic-lawsuit/ https://www.texastribune.org/2025/08/14/kerr-county-texas-hill-country-1987-bus-flood-camp/ https://www.lawcommentary.com/articles/families-sue-camp-mystic-over-wrongful-deaths-in-deadly-texas-flood https://www.heraldmailmedia.com/story/news/accident/2025/07/09/texas-flood-summer-camps-tragedy-mystic-deaths/84507106007/?utm https://kerrcountylead.com/911-audio-reveals-system-overwhelmed-as-28-died-at-camp-mystic-during-july-4-flood/ https://www.the-sun.com/news/15598881/911-calls-july-4-flood-killed-kids-camp-mystic/?utm https://apnews.com/article/texas-floods-camp-mystic-911-calls-de12981c9d9fc355068945cc1cc13c93?utm https://apnews.com/article/texas-floods-911-emergency-calls-6f4e9194e6ff4b791bff4ab2ae839058 https://news4sanantonio.com/news/local/camp-mystic-911-call-shows-first-alarming-moments-of-deadly-flood https://subscriber.politicopro.com/article/eenews/2025/12/03/texas-girls-camp-announces-updated-safety-plans-after-27-flood-deaths-00674209?utm

  12. 2 de jan.

    The Voice Behind the Tone

    Before the sirens.Before the flashing lights.Before help is ever on the way. There’s a voice. In this premiere episode of Under the Headset, host Spencer takes you inside the world of 911 dispatch. The room behind the screens. The silence before chaos. The people who stay calm when everything else is falling apart. Drawing from years behind the console, Spencer shares how dispatchers experience the job. The pressure. The misconceptions. The moments that change you, and the unseen emotional weight that never makes the news. This episode sets the foundation for the series: Why this podcast exists. Who it’s for. What it really means to live behind the headset. Whether you’ve worn one yourself or you’ve only ever heard a tone on the other end of the line, this is where the story begins. New episodes weekly.

  • 12 episódios

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Sobre

Under the Headset is a deep dive into the real world of 911 — the stories, the systems, the split-second decisions, and the people behind the scenes who keep public safety moving. Hosted by Spencer, an experienced Emergency Dispatcher turned IT professional, the show blends insider knowledge, lived experience, humor, and humanity. Every episode pulls listeners into the comm center to explore the reality behind the headset: the calls that shape us, the tech that supports us (and sometimes fails us), and the resilience that keeps dispatchers going shift after shift. Follow our social media platforms: https://linktr.ee/undertheheadsetpod

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