Lea Harms Shares the Realities Behind the Headset and the Heart Behind the Stories

PHOTO: Author Lea Harms, retired 911 telecommunicator and co-author of Lives on the Line, shares stories of courage, loss, and resilience. Credit: Tammy Klepac Photography

A Memoir of Grit, Grace, and the Invisible Heroes of 911

In this candid interview, Lea Harms reflects on her 911 dispatch career, co-writing with her sister, emotional resilience, and the powerful, healing role of storytelling in Lives on the Line.

Lea Harms writes with the clarity of a communicator and the heart of someone who has lived every second of the stories she tells. In her powerful memoir Lives on the Line, co-authored with her sister Emma Lee, she invites us into the high-stakes, emotionally charged world of 911 dispatch with unflinching honesty and vivid detail. Harms doesn’t just recount calls—she paints moments with the weight and nuance they deserve, giving voice to a profession so often overlooked.

As a former emergency telecommunicator, Harms brings a rare blend of grit, grace, and storytelling precision. Her book is more than a collection of harrowing and heartwarming dispatch tales—it is a tribute to the resilience of those who answer calls in the darkest moments of people’s lives. The emotional intelligence she pours into every page makes Lives on the Line not just a memoir, but a vital human document. Through her words, Harms bridges the gap between public perception and lived reality, elevating the voices of emergency responders with empathy, candor, and, at times, humor that helps soften the blow of grief and trauma.

In this issue, we’re honored to feature an interview with Lea Harms—a writer whose storytelling is as purposeful as her service. Whether you’re drawn in by the adrenaline of emergency response or the emotional depth of real-life stories, Harms offers both, and more. Her voice is one that stays with you.

Lea Harms is a compassionate, courageous storyteller whose writing honors the unseen labor and emotional depth of emergency service professionals.

What inspired you to finally turn your years of emergency dispatch experiences into a book?

I spent years as a 911 telecommunicator—answering calls that spanned everything from the mundane to the life-shattering. As time passed, I noticed a pattern: friends, family, and even strangers would always ask me the same question—“What’s your craziest 911 story?” But beneath that curiosity, I sensed something deeper—a genuine desire to understand what it means to be the voice on the other end of an emergency.

Writing Lives on the Line wasn’t just about sharing stories—it was about pulling back the curtain on a job that most people don’t truly understand. I wanted readers to experience the raw reality of 911 telecommunications—the heartbreak, the humor, the grit, and the sense of family that forms among those who answer the calls day in and day out.

How did collaborating with your sister Emma Lee shape the writing process?

Working with my sister made this journey even more meaningful. We share blood, life experiences, and the same career. But while we have so much in common, we are very different people. We both excelled in emergency dispatch, but our leadership styles, motivations, and skill sets in a crisis couldn’t be more opposite. I’m all about details and storytelling; Emma is clear, direct, and never wastes a word.

Still, she was always the one I’d call at three in the morning when I had a rough shift. Writing was much the same. We laughed as we remembered certain calls, and we leaned on each other when the memories got heavy.

But writing with a sibling also meant accountability—and learning. We pushed each other to be honest, even when the truth was hard. Our differences actually became a strength. You can hear two distinct voices in the book—two very different people sharing the same stories. Our bond grew stronger, not just as sisters, but as storytellers.

“We pushed each other to be honest, even when the truth was hard.” — Lea Harms

Was there a particular story in Lives on the Line that was especially difficult for you to revisit?

Yes, there were several. But one that stands out while I’m penning these answers is the child drowning call. I have vivid recollections of that call, and a small piece of my soul still carries the weight of that death. Two young sisters, misbehaving but innocently trying to have some fun—it ended in unimaginable tragedy.

Even after all these years, I can still hear the voices, remember the desperation, and mentally trace the tragic timeline: the 911 call, the frantic instructions, the court hearing, and the involvement of child protective services. As a mom of two young girls myself, this call is a ghost that lingers.

Revisiting those moments was emotionally taxing, but I knew they needed to be told—not just to honor the callers, but to show readers the unseen weight that 911 telecommunicators carry.

How did your career in emergency telecommunications influence your approach to storytelling?

If you saw my rough drafts, you’d laugh—they read like journal entries. Thank goodness for my amazing editor! Through the refining fire of countless drafts and late-night edits, I learned the art of storytelling—invoking all five senses, capturing emotion, and trimming the fat.

I’m naturally detailed and descriptive. Emma, on the other hand, writes like she works—clear, concise, and with a sense of urgency. That balance became our strength. Readers get to experience two voices, two perspectives.

The world of 911 also taught me to value precision. Every word matters in a call, and that focus carries over into my writing. I don’t just tell what happened; I try to make readers feel it.

What were some of the biggest challenges you faced while writing and publishing Lives on the Line?

Writing the book was emotionally intense, but I expected that. Creatively, the biggest challenge was balancing authenticity with emotional responsibility. These are real stories involving real people, and I wanted to be honest without causing harm. That meant making tough choices—cutting or reframing stories to protect those involved.

If I ever write another book, it might be titled Self-Publishing for Dummies—a loving nod to the steep learning curve I faced. Every step felt like its own mountain: choosing a platform, understanding distribution, navigating cover design, and marketing. I thought the hardest part would be writing, but the publishing process was a whole new beast.

I leaned on my experience in public safety—staying calm under pressure and learning as I went. I also had to ask for help—something I’m not naturally good at, but quickly became a necessity.

How do you balance the seriousness of emergency situations with the dark humor you mention in your book?

In the world of 911, dark humor isn’t just a coping mechanism—it’s a survival tool. It’s how dispatchers process the unimaginable without letting it consume them. The humor in Lives on the Line isn’t about making light of tragedy—it’s about finding levity in the absurdities of the job, often rooted in human and animal nature.

Like the caller who phoned at 1 a.m. while sleep-talking. Or the raccoon that somehow got stuck in a car overnight to create chaos the next morning. Those light moments gave us the energy to get through the tough shifts, and they give readers a chance to breathe between the heavier stories.

“Dark humor isn’t just a coping mechanism—it’s a survival tool.” — Lea Harms

In what ways did your personal experiences, like family losses and career changes, impact your writing?

I grew up at this job—experiencing life while taking 911 calls. Promotions, buying houses, having babies, battling depression, and losing my mom—all of it shaped me. Losing my mom gave me a deeper understanding of grief. Being a mom taught me fierce empathy.

But the job itself also changed me. It grounded me in humanity but slowly wore down my soul. Writing became a way to process that weight, to honor those emotions beneath the chaos.

Stepping away from the headset to become an educator, and now an author, has given me clarity. I can see how those years shaped me, and I can share those insights with readers.

What do you hope readers will understand about 911 telecommunicators after reading your book?

I hope readers realize that 911 telecommunicators are not just voices on the other end of the line—they are real people, carrying the weight of each call long after the phone hangs up. They are the invisible heroes of public safety—the ones who save lives without ever leaving their chairs. They are the first to answer, the calm in the chaos, and the lifeline when seconds matter.

“Storytelling became a form of healing.” — Lea Harms

How has writing Lives on the Line changed your perspective on your past career and on storytelling in general?

Writing this book helped me process my experiences. It reminded me that, even without seeing the outcomes, our work mattered.

Storytelling became a form of healing. I learned that words have the power to bring moments to life, to connect with others, and to offer comfort. I no longer see storytelling as just a creative outlet—it’s a lifeline.

What advice would you give to other authors who want to turn their real-life experiences into compelling stories?

First, be honest—but be kind. Don’t shy away from the raw, messy parts of your story, but always respect the people involved.

Second, write for impact, not just for shock value. Readers can sense when a story has heart—that’s what stays with them.

Third, push yourself. This project took me seven years. No one else will hold you accountable like you will. So keep coming back to it, even if it’s dusty between visits. Even if the first draft is a mess. Even if you’ve lost your train of thought for the third time while tucking your kids into bed.

Finally, enjoy it. The wins. The pitfalls. The tears. The laughter. The red pen all over. That’s the journey.