My name is Heather Joyner and I am the Telecommunications Manager/Director for the Halifax County E-911 Center located in Halifax County, North Carolina. I started my career in public safety communications part-time in November 1998, my daughter, Allison was only 7 months old when I started this journey. In March 1999 I found myself a very green and inexperienced telecommunicator working the radio when the first woman in law enforcement in the state of North Carolina was killed in the line of duty. From this experience I vowed to ensure all new hires and trainees would get adequate training as before training consisted of no standards and sitting with someone for a few days to learn the job. Due to my instinct and ability to process this type of incident I was offered full-time the following month. In August 2002 our agencies Director and Manager both quit at the same time leaving our center without supervision. I applied for the position and to a surprise was hired as the Communications Manager. My journey has been one of excitement, disappointment, much course correction and willingness to grow. What I learned from this experience is that we need personal development and proper training for our personnel. In January 2004 I completed my general instructor certification and partnered with our local community college and created a training program and standards for my center. In January 2012 I met Marlene Chism, author of Stop Workplace Drama(TM) who totally changed my leadership ability. In February 2013 I partnered with Marlene as a certified trainer in her company to teach her methodology to up and coming leaders in public safety. I have to say this journey is still a challenge and I am so blessed to have it.