From Crisis to CORE: The St. George Communications CORE Team

By Special Guest Writer

Julie Packer

Senior Dispatcher, St. George Police Department (UT)

In the world of emergency communications, we pride ourselves on being the calm voice in the chaos—the unseen first responders who ensure help is on the way. But in 2022, the St. George Communications Center (St. George, UT) found itself in a crisis of a different kind. Staffing shortages, low morale, burnout, and a growing disconnect from the community had begun to weigh heavily on our center and its dedicated personnel. 

We were surviving, but we weren’t thriving.

I even put in my own two weeks notice.

And that’s when everything changed.

A Dark Season

Like many communications centers across the nation, we had weathered storm after storm—poor leadership, COVID-19, economic uncertainty, and rising call volumes. By the end of 2022, the symptoms of burnout were impossible to ignore. Overtime had become the norm. Recruiting new dispatchers felt like an uphill battle, and retaining experienced ones seemed even harder. Our public image was almost nonexistent. Most community members didn’t even realize who we were or what we did—until they needed us.

Behind our headsets, we were tired. We were disconnected—from the public and, in many ways, from each other.

It was clear we needed more than a hiring campaign or another temporary morale booster. We needed a new direction, a new vision, and most importantly, a way to remind ourselves—and the community—of our value, our mission, and our humanity.

The Spark: A Conference That Changed Everything

Getting a new center manager and hiring/training coordinator started the changes we desperately needed. They encouraged us to try new things and implement new ideas. I quickly realized that I wanted to help be a part of the solution. Not the problem. So I took back my two weeks notice and got to work. Cue me joining Utah National Emergency Number Association (NENA), which sparked everything to change in my career.

In the summer of 2024, I attended the National NENA Conference, seeking ideas, maybe even some hope, for how to move forward. I wasn’t expecting a transformation. But I found one.

A session led by Ryan Dedmon and Cassie Sexton from 911 Training Institute caught my eye: “Building Your Agency’s Public Education Program”—tips and tools for bridging the gap between dispatch centers and their communities. But it was so much more than that.

Ryan and Cassie didn’t just talk about events and public education. They talked about purpose. They talked about rebuilding morale from the inside out, about how outreach can empower dispatchers to take ownership of their story and become the face of their profession. They showed me that outreach is not an afterthought; it’s a lifeline.

I left that session not only inspired—but determined. This wasn’t just a good idea. This was the roadmap I needed.

A New Vision: Community Outreach, Recruitment, and Education

Returning to St. George, I began sketching the foundation for what would become the Community Outreach, Recruitment, and Education (CORE) Team.

My goal was clear: to create a proactive team within our communications center that would focus on strengthening relationships, internally and externally. But more than that, it would give our dispatchers a renewed sense of purpose, pride, and presence in the public sphere. It would help our recruitment efforts which in turn would help our moral and staffing shortages. It would help educate the community of what we do, and why we do it.

We wanted to be seen. We wanted to be heard. And we wanted the community to know the heart and humanity behind the headset.

Building the CORE

The first step was assembling the team.

I didn’t just want volunteers—I wanted people who believed in the mission. Dispatchers from every level of experience were recruited. My selection process was deliberate and very considerate. I sought to include both newly appointed dispatchers, eager to embark on this career, and seasoned veterans, who, despite the daily challenges of the profession, consistently demonstrate their dedication. Working with my administration, I picked each one with purpose. 

These weren’t just dispatchers. They were ambassadors. They were storytellers, teachers, and change-makers. And together, we began shaping the identity of our team.

The Pillars of the CORE Team

The CORE Team was designed around three pillars:

Community Outreach

We wanted to become visible in our community—not just behind a phone line, but in person. Our outreach efforts included:

• Public Education Booths: At local fairs, community 5k race events, and festivals, we set up interactive booths where community members could learn about 911, tour our equipment, and learn about our Reverse 911 Citizen Alert Systems.

• School Programs: We developed a curriculum for elementary to middle school ages, teaching students when to call 911 and what to expect during an emergency. High schoolers were offered career presentations and job explanations.

• Special Events: We partnered with fire and police for open houses and National Night Out events. CORE Team members participated in parades, community Special Olympic Torch Runs, and so much more.

We were no longer faceless voices. We were neighbors. We were mentors. We were part of the community again.

Recruitment

We knew the best recruitment tool wasn’t a job posting—it was people. The CORE Team became a tool in our recruitment force, attending job fairs, career days, and speaking engagements with one goal: attract the next generation of dispatchers. We created:

• Social Media Spotlights: We featured dispatchers telling their stories, sharing what drew them to the profession and why they stayed.

• Radio Talk Show Spotlights: These honest, engaging talks gave potential applicants a true sense of the job—the rewards, the challenges, and the impacts.

The result? Not only did applications rise, but the quality of our applicants improved. We weren’t just hiring people looking for a paycheck—we were hiring people looking for a purpose.

Education

Education is at the heart of the CORE Team’s mission. When the community understands how 911 works, everyone is safer, calmer, and better prepared. We focus on five key areas:

1. Dispatch Awareness

We teach the public what 911 dispatchers actually do—how we manage emergencies, coordinate police/fire/EMS, and provide lifesaving instructions over the phone. Tours, presentations, and behind-the-scenes content give residents a true look at the voice behind the headset.

2. Protocols & Why We Ask Questions

We explain why dispatchers ask specific, sometimes repetitive questions. Every question helps us send the right help, faster and safer. We reinforce that help is already on the way while we’re still gathering information.

3. 911 Citizen Alerts

We educate on how and why citizen alerts are sent—whether it’s for evacuations, public safety incidents, or missing persons. We show residents how to sign up, what alerts mean, and how to respond when one comes through.

4. When to Call 911

Knowing when to call (and when not to) is crucial. We teach the difference between emergencies and non-emergencies, how to report correctly, and how to coach children on calling 911.

5. Community Engagement

From school visits and senior workshops to safety fairs and multilingual resources, the CORE Team brings education to where our community needs it most. We make learning about 911 simple, relatable, and impactful.

From the Inside Out: Culture Change through CORE

The impact of the CORE Team is growing. With the help of CORE among several other things:

Morale began to rise. 

Our dispatchers felt reenergized. Having the opportunity to represent the center publicly brought a new sense of pride.

Turnover decreased. 

People were staying longer—not just because of the paycheck, but because they felt valued and supported.

Team cohesion grew. 

Working on community events together fostered bonds that extended beyond the console. Relationships across shifts and roles strengthened.

Public perception changed. 

Community members began to recognize our dispatchers at events, thanking them, asking questions, and seeing them as vital partners in public safety.

Most importantly, our dispatchers were reminded of their why—the reason they chose this profession in the first place.

Lessons Learned

Launching the CORE Team was not without its challenges. Balancing outreach activities with demanding shift schedules required creativity and flexibility. Ensuring all team members received proper training for public engagement was a priority. And of course, we had to be strategic about resources and funding.

But every challenge became an opportunity to grow. We learned to lean on partnerships with city leadership, local media, school SRO’s, and community groups. We learned to delegate and empower each other. And we learned that you don’t need a massive budget to make a big impact—you just need people who believe in the mission.

Looking Ahead

Today, the St. George Communications CORE Team is a vital part of who we are. What began as an inspired idea in a conference room has become a cornerstone of our center. We now have a full schedule of community events, and our dispatchers, new and seasoned, want to be a part of it. Our police department is in the process of possibly implementing their own version of it as well. And we can’t wait to cheer them on!

Final Thoughts

The CORE Team didn’t just rebuild our outreach program. It helped rebuild us. With the incredible support from our administration, we are starting to make a difference. In a time when we felt invisible and overwhelmed, it reminded us that we are not alone... that our work matters... that our voice matters. 

And now, more than ever, we’re proud to say: we are the calm in the chaos. We are the bridge between emergency and response. And through the CORE Team, we are also educators, recruiters, and champions of our community.

The headset is still on. The calls still come in. But now, we face them with renewed strength—and a renewed sense of purpose.

We are the St. George Communications CORE Team.

And we are just getting started.

About the Author: Julie Packer is a Senior Dispatcher with 14 years of service at the St. George Communications Center in Southern Utah. She is a dedicated professional known for her leadership, resilience, and unwavering support for her team. A proud mom of four, Julie balances her demanding career with a passion for long-distance running and marathons—usually with a Coca-Cola in hand. She currently serves as the Utah NENA Chapter President, where she advocates for 911 professionals statewide. Julie is also a member of the National Wellness Continuum Committee and serves on her center’s Peer Support Team. She is deeply committed to community outreach and raising awareness about the critical role of emergency dispatchers. Her mission is to ensure dispatchers receive the recognition, resources, and respect they deserve while educating the community of 911 Emergency Services. Julie's passion and dedication continue to make a lasting impact on both her center and the broader 911 community.  

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