Change Starts With You
Over the past two decades, we’ve developed a proven process using disruptive methods to create and accelerate change. A well-crafted formula of visualization, data, dialogue, and group discussion is at the core of our solutions.
PSAP Culture Change
A PSAP change is not fueled by knowledge alone; it requires an emotional connection. People need to know: why the organization is changing, what is changing, and how they, as individuals, need to change. When done well, this approach leads to inspiration, motivation, excitement, engagement, and most of all, a passion to change.
What Makes Us Different
- We work in collaboration with you as a true partner.
- We’re completely invested in your success.
- Our focus on alignment creates results in executing strategy with engaged, winning cultures.
About Heather Vaughan Joyner
Founder, Consultant & National Speaker
Heather Joyner is a nationally recognized leader in public safety telecommunications with over two decades of experience strengthening 911 systems, developing future leaders, and advancing strategic innovation in emergency communications. She currently serves as the 911 Director for Burke County Emergency Communications in Morganton, North Carolina, where she leads a high-performing team in delivering life-saving services across rural North Carolina.
At the helm of Burke County’s Public Safety Answering Point (PSAP), Heather oversees strategic planning, budget management, and the integration of advanced technologies such as NG911, GIS, and IAED protocols. Her leadership has helped modernize emergency communications infrastructure, improve interagency coordination, and ensure compliance with state and national standards.
Heather is deeply committed to cultivating strong leadership within the 911 profession. Through her work with leadership expert Marlene Chism, she has championed conflict management and succession planning as essential pillars of sustainable PSAP leadership. She understands that many telecommunicators don’t leave because of pay—they leave because of poor leadership or unresolved conflict. That’s why she focuses on building healthy workplace cultures, coaching supervisors to lead with clarity and courage, and preparing the next generation of 911 leaders.
As the founder of The PSAP Consulting Group, Heather provides executive coaching, leadership training, and change management strategies tailored to the unique demands of public safety communications. Her work equips PSAPs with the tools to grow resilient teams, reduce turnover, and build clear pathways for internal promotion and advancement.
Heather also hosts the podcast "Stop 911 Drama: PSAP Real Talk," where she engages in honest conversations about the challenges and opportunities in today’s emergency communications environment. Whether it’s mental health support for frontline staff or navigating organizational change, Heather brings insight, heart, and real-world experience to every discussion.
Beyond her professional life, Heather is a proud wife, mother, and first-time MiMi to her grandson Carson, who brings her endless joy and inspiration. A criminal justice graduate and lifelong advocate for the 911 profession, she is passionate about empowering telecommunicators to thrive—not just survive—in one of the most critical roles in public service.