Leading with Passion, Experience, and a Commitment to the Future of 9-1-1
Public safety communications is a field built on resilience, adaptability and a deep-seated dedication to serving others. Ashley Michels, the Communications Unit Supervisor at the St. Charles City Police Department in Missouri, embodies all these qualities and more. With 14 years of experience in dispatch, a background in journalism and a lifelong connection to law enforcement, Ashley has carved out a path that blends leadership, mentorship and a passion for positive change in the industry.
Beyond her work in the center, Ashley is also a dedicated wife and the mother of two: Lincoln, 14, and Charli, 7. Her life is deeply rooted in a family tradition of service and great appreciation for the outdoors. She embraces the beauty of nature through hiking, deer hunting, fishing, arrowhead hunting and gardening.
From Breaking News to Answering the Call
Ashley’s career didn’t begin in the communications center—it started in a newsroom. While earning a degree in communications, she worked as a local newspaper reporter, covering crime, emergencies and fires. This exposure to public safety ignited a passion for emergency services. Seeking a more direct role in helping her community, she transitioned from journalist to Public Information Liaison for the Fire Department, then became a Communications Operator for the Missouri State Highway Patrol.
“I always knew I wanted to do something in public safety,” she recalls. “I just didn’t know exactly what that would look like.”
Her time at the Highway Patrol provided the foundation for her career. Over the next six years, she honed her skills as a Communications Operator before moving into a leadership role at St. Charles City Police Department, first as a Lead Dispatcher and now as the Communications Unit Supervisor—a position she helped shape when it transitioned from a uniformed sergeant role to a civilian leadership position.
Leading the Next Generation of Dispatchers
As a young professional in a leadership role, Ashley is keenly aware of the challenges facing today’s emergency communications centers—particularly in recruitment and retention. She actively works to foster a culture where employees feel valued, recognized and heard in her center.
“I remember what it was like to work shifts, rotate schedules and feel exhausted while not always feeling appreciated,” Ashley shares. “That’s why I make it a point to ensure my team receives the recognition they deserve.”
She has implemented mentorship programs, increased engagement in recruiting events and encourages participation in task forces and professional development opportunities. Her goal? To create a stronger, more resilient workforce prepared to handle the evolving demands of 9-1-1.
The Future of 9-1-1: Challenges & Innovations
Ashley has witnessed significant changes in public safety communications, from advances in CAD systems and mapping tools to a growing emphasis on mental health support for dispatchers. She envisions a future where artificial intelligence (AI) and multimedia communications—including text, photo and video integration—enhance response times and situational awareness.
However, she also acknowledges the challenges ahead. “While technology is advancing rapidly, we need to make sure we don’t lose sight of the human element in this job,” she warns. “Dispatchers are not just voices on the other end of the line—we’re lifelines.”
Words of Wisdom for Young Professionals
For those in the seat, Ashley offers these motivational words: “Remember why you signed up for this job. The days can be long, the stress can be high, but what you do matters. You are making a difference.”
To the public safety community as a whole, she has one final message:
“Thank you. Thank you for dedicating your life to a stressful, demanding profession. You are important, you are valued and you are appreciated.”
Ashley Michels is not just a leader—she’s an advocate for the future of public safety communications, ensuring that the next generation of 9-1-1 professionals is equipped, empowered and ready to answer the call.
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