Monday, August 3, 2026 | 3:30 -4:30 p.m.
Matt Grogan and Nathan Lee, Denise Amber Lee Foundation
Matt Grogan and Nathan Lee delivered a powerful message centered on a truth that is easy to forget in an era of artificial intelligence and rapidly advancing technology: 9-1-1 has always been, and will always be, about people. They challenged attendees to view leadership not as being the best public safety telecommunicator in the room, but as creating an environment where every employee has the support, trust and confidence to succeed. Their message was simple but powerful: technology only works when the people using it are empowered.
A recurring theme throughout the session was the importance of curiosity over judgment. Rather than assuming poor performance is the result of a lack of effort, leaders were encouraged to ask better questions, identify barriers and remove obstacles. Whether the challenge is inadequate training, discomfort with new technology or personal struggles outside of work, leadership begins by asking, “How can I help you be successful?” Grogan also emphasized that leadership requires presence. Working alongside staff, understanding their daily challenges and engaging directly builds trust that cannot be achieved from behind a desk.
The presenters challenged attendees to rethink long-held cultural norms. “We need to stop the ‘earn your keep’ culture,” Grogan said. Stories from the Route 91 mass shooting demonstrated that some of the most critical contributions came from public safety telecommunicators with less than two years of experience because they had received the most recent training and were trusted to do their jobs. They also reminded the audience that meaningful recognition does not have to be elaborate. A handwritten note, a commemorative pin or a timely thank-you recognizing effort rather than perfection builds trust, resilience and appreciation throughout an emergency communications center.
The session concluded with a message about hope. “If we don’t have hope in our centers, how are we supposed to give callers hope?” Nathan Lee challenged the audience. He closed by reminding attendees why the work matters: “I have hope that this industry is going to keep trying to be better. I can’t thank you enough for what you do and how hard this job is. I don’t know how you do it, but I’m going to keep doing what I’m doing as long as I can. We’ve got to keep going. I need you all to keep going. We are going to make this right.”
Lee’s final message resonated throughout the room: “This industry is going to get to a point where culture in 9-1-1 is a good thing and not what it is today.” Coming from someone whose work has influenced the profession after unimaginable tragedy, it was a fitting way to close Day 2 of APCO 2026.
Written by Cody Post
