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.
Meet Heather Joyner
Founder, Consultant & National Speaker
Heather Joyner is a nationally recognized 911 executive, speaker, and founder of The PSAP Consulting Group who doesn't teach leadership from the sidelines—she leads it every day.
As Executive Director of Burke County Emergency Communications in North Carolina, Heather knows what it takes to lead through real-world challenges. She stepped into a center facing 23 vacancies out of 32 positions and helped rebuild its workforce, strengthen frontline leadership, restore accountability, modernize operations, and create a culture focused on both people and performance.
That experience shaped the work she does today.
Through The PSAP Consulting Group, Heather helps 911 leaders tackle the challenges that keep them up at night—staffing and retention, struggling supervisors, workplace culture, conflict, accountability, succession planning, and organizational change. Her approach is practical, candid, and grounded in more than two decades of public safety experience.
Heather believes compassion and accountability can—and should—coexist. Her work helps leaders get to the root of what isn't working, develop stronger people, and build organizations capable of lasting change.
A national speaker and advocate for the 911 profession, Heather brings more than theory to the table. She brings the perspective of an executive who has lived the challenges, led through them, and continues doing the work.
If your PSAP is ready to move from reacting to rebuilding, Heather is ready to help.
Clarity. Alignment. Leadership.
Because stronger 911 centers start with stronger leaders.