The APCO Young Professionals Committee is proud to announce Haley Wright as the January 2025 Spotlight winner.
Haley’s journey in the dispatch world began unexpectedly, but over the course of 10 years, she has found her place in a career that allows her to make a tangible difference in her community. As a shift supervisor at the Shawnee Communications Center, Haley oversees daily operations, manages hiring, trains new employees and balances the demands of front-line dispatch work. But, for Haley, this job is more than just answering calls — it’s about supporting her team, nurturing their development and embracing the evolving landscape of the communications industry.
Haley’s introduction to dispatching came not through a lifelong ambition but through the encouragement of her mother. “My mother actually sent the application to me and told me that she thought it would be a good fit for me,” Haley recalls. She applied in August 2014, went through several months of interviews, and started at the Shawnee Communications Center in December that year.
Since then, Haley has dedicated herself to the center, rising through the ranks over the past decade to become the Shift Supervisor. In her current role, she is responsible for managing daily operations, training new dispatchers, handling communication duties and ensuring the flow of emergency responses. While her position keeps her busy, Haley’s commitment to her family, including her supportive husband and three daughters, keeps her grounded and inspired. Together, they enjoy trips to the park, playing board games and visiting Braum’s for ice cream — moments that help Haley unwind from her demanding work.
Haley’s day starts at 5:00 a.m., with a clear plan to tackle the tasks ahead. She reviews any supervision issues that need attention, determines training priorities for the day and ensures that the dispatch console is adequately staffed. As part of her supervisory duties, she works on both police and fire/medical radios, processing emergency and non-emergency calls while documenting everything meticulously. On top of this, Haley is also responsible for preparing training evaluations and reaching out to other agencies in her region for OKAPCO (Oklahoma Chapter of APCO) updates.
It’s a fast-paced job, with each day offering new challenges and opportunities to support both the community and her team. “I really do enjoy being able to make a difference in my community,” Haley shares. “As I have grown in this career, I have also developed a deep appreciation for leadership and being able to assist newer telecommunicators in their ability to learn and grow.”
For Haley, dispatching wasn’t a stepping-stone to another career in public safety. “I have never been interested in being employed in the field,” she explains. Instead, her desire to serve her community drew her to this line of work, and over the years, she has built a career based on making a difference behind the scenes. “I always wanted to get involved in something that was beneficial in the community, but I wasn’t necessarily interested in fieldwork,” she says.
While many people join dispatching to pursue careers in other areas of public safety, Haley believes that this line of work should be valued in its own right. “Communications is a fantastic profession on its own,” she asserts, noting that dispatchers are often seen as just “a stepping stone” for others looking to move up in emergency services.
As a supervisor, Haley is acutely aware of the challenges facing the dispatch industry. From dealing with the emotional toll of vicarious trauma to a shortage of new recruits entering the profession, Haley is concerned about the sustainability of the field. “I think that there are far too few people entering this profession for it to continue to make the impact that it needs,” she says. Public education about the realities of dispatching and better support for mental health could go a long way toward attracting and retaining talented professionals.
Haley also addresses the issue of burnout in the profession, highlighting how the lack of support for mental health leads to high turnover rates. “Every single shift that is worked means more trauma that a dispatcher is expected to take on and then move on to the next call,” she points out. If agencies don’t provide sufficient mental health support and professional development opportunities, talented individuals will continue to leave.
Despite these challenges, Haley is passionate about supporting young professionals entering the field. “I actively support young professionals in my agency getting involved in outside organizations like our state chapter of APCO,” she explains. She encourages them to attend additional training and development opportunities, helping them grow personally and professionally.
Her leadership style is rooted in a people-driven approach, believing that the success of a team depends on supporting one another. “I am a people-driven leader, and I want to see the people around me succeed as well,” she says. Haley has even declined professional opportunities to allow newer dispatchers the chance to attend training or conferences, believing that fostering their growth is key to a successful communications center.
Looking to the future, Haley is committed to continuing her growth and involvement in the profession. “In five years, I see myself potentially being the manager of a center or moving into another influential role that provides me the opportunity to help bring light to the growing mental health and support needs in this profession,” she envisions. Haley’s vision is one of continuous improvement — both for herself and the profession as a whole.
As the industry evolves, especially with new technologies like video calls to 9-1-1, Haley is focused on ensuring that dispatchers receive the necessary training to handle these changes. “The changes in public expectation and technology will continue to change what is needed inside the Center,” she notes. With such changes come new challenges, but Haley is committed to leading her team through them with resilience and a passion for the work.
For anyone new to the profession, Haley has a piece of advice that she believes is crucial for long-term success: “Don’t wear your exhaustion like a badge of honor,” she says. Burnout is a real issue in the industry, and she emphasizes the importance of self-care and maintaining a healthy work-life balance. Through her dedication to the field and her commitment to helping others succeed, Haley Wright is setting a powerful example for future dispatchers, proving that leadership, compassion and a people-first mentality can make all the difference in the 9-1-1 profession.
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