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Tipi Brookins is joined with DC OUC Director Heather McGaffin on why Quality Assurance in 9-1-1 is more than compliance, it’s a critical safety net. Learn how consistent QA builds trust, improves performance, supports telecommunicators, and protects both responders and the public.

Level Up With Tipi | Reducing 911 Dispatcher Stress & Boosting Performance with CommsCoach (Cobb County) with Shireka Graham In this episode of Level Up with Tipi, host Tipi Brookins sits down with Shireka Graham, Deputy Director of Professional Standards and Development for Cobb County 911. With more than 21 years in public safety, Shireka shares how her agency is addressing dispatcher stress, overtime trends, and retention by combining proactive leadership with smarter training strategies. Together they discuss how centers can better support telecommunicators while improving performance and long-term workforce stability. In this episode, you’ll learn: • How psychological stress on the dispatch floor contributes to errors, overtime, and sick leave • How Cobb County is creating a culture of psychological safety so call takers can step away after traumatic calls without stigma • How CommsCoach simulations are used during academy training to build confidence and technical skills • How CommsCoach QA helps provide proactive quality assurance for customer service, address verification, and data accuracy • How feedback and simulation-based training reduce errors and improve long-term retention • Why AI and QA tools are designed to support dispatchers — not replace them — helping teams truly level up If you're a 911 leader, trainer, or telecommunicator looking for practical ways to reduce stress, strengthen performance, and retain great people, this conversation offers ideas you can bring back to your own center. Subscribe for new episodes of Level Up with Tipi, where real leaders in emergency communications share insights on performance, wellness, and the future of 9-1-1.

Introduction to CommsCoach ASSIST Real-time call guidance for 9-1-1

In this introduction video to CommsCoach HIRE, you’ll discover how our 9-1-1 candidate testing platform helps you evaluate real skills, make confident hiring decisions, and select the right talent for a career in 9-1-1.