Samantha Hawkins, communications officer with Cobb County 911 in Marietta, Georgia, discusses the role of customer service in emergency dispatch, bias in the dispatch center, and what it's like to be a woman of color working in 911...

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Liz Belmonte, training supervisor at Cambridge Emergency Communications, discusses implicit bias, including how it can affect every step of an emergency police call, from the caller to the dispatcher to the responding police officer...

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