Change Starts With You
For more than 20 years, we’ve used a proven process to help 911 leaders make real change. Our approach is simple but powerful: we use clear visuals, solid data, open conversations, and teamwork to break down problems and find solutions. This method doesn’t just talk about change—it makes it happen, helping directors strengthen their centers and build teams that succeed.
PSAP Culture Change
Change in a PSAP isn’t driven by knowledge alone—it’s powered by connection. People need clarity: why the organization is changing, what is changing, and how their own role must adapt. When leaders communicate this effectively, change transforms from resistance into inspiration, motivation, excitement, and engagement—and, most importantly, it sparks a genuine passion to grow.
What Makes Us Different
We’re not just consultants—we’re active 911 Directors living this work every single day.
We know the pressures, the gaps, and the stakes because we’re in the trenches with you. That’s why we don’t just advise from the sidelines—we bring real-world solutions, tested daily in live operations, to help your center succeed.
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.