Kathleen Litchfield

July 2026 Issue—Red, White & Brave

Photography (top) by Lindsay Pettinicchi Photography, LLC


Kathleen Litchfield

Current Residence: Hilton Head Island
Hometown: Jefferson City, MO

Career & Rank: 911 Communications Manager, Hilton Head Island Fire & Rescue

Family: Husband Mike, Kids Hayden and Caroline

Favorite Pastimes: Reading, Hiking, and Biking

What inspired you to pursue such a challenging career?
I actually lucked into this profession. During an economic downturn, I was looking for a way to make ends meet when a friend recommended me for a position as a 911 Public Safety Telecommunicator. It wasn't a career path I had ever considered, but I applied and was hired. Once I started, I quickly fell in love with the work. Being able to provide comfort, guidance, and assistance to people during some of the most difficult moments of their lives has been incredibly rewarding and personally fulfilling. What began as a job to pay the bills became a calling, as I gradually worked my way up into my current position.

What is the No. 1 thing you would teach women about safety?
I look at safety from a 911 Dispatcher's perspective. My No. 1 piece of advice is to know where you are and be able to tell someone. Whether it's a street address, cross streets, a landmark, or the direction you're traveling, that information can be critical during an emergency. When seconds matter, being able to quickly communicate your location can help responders get to you faster.

What gave you the courage to fearlessly pursue a job you were unsure about?
Like many people around 2010, I was simply trying to navigate life's challenges and find stable work. What gave me the courage to jump into this was a willingness to embrace the unexpected and trust my abilities. The satisfaction I found in serving others gave me the confidence to continue growing in the profession, taking on new challenges, and pursuing leadership opportunities.

If you could tell the world anything, what would it be?
You don't have to have your entire life planned out to find your purpose! Some of the most meaningful opportunities come from taking a chance. Stay open to new opportunities, you never know where they might lead.

You work in an emotional field that deals with people’s emergencies and tragedies. What do you do to relieve stress and cope with the heaviness of your job?
Managing a 911 center is demanding and stressful at times, so I rely heavily on my team. I’m fortunate to work with a capable, motivated group of people who are excellent at what they do. We support each other through the challenges, and when appropriate, we find moments to laugh and have fun together. That sense of teamwork makes a big difference in managing the stress of the job.

Who has made the biggest difference in your life so far?
I’ve been very fortunate to have several strong female mentors in this field who have challenged and supported me throughout my career. They’ve encouraged me to pursue promotions and certifications and have modeled what strong leadership looks like in public safety communications. I wouldn’t be where I am today without their guidance and support.

What is your proudest accomplishment so far?
My greatest accomplishment by far is my two children. I am incredibly proud of the kind, hardworking people they are becoming, and the effort they put into everything they do—whether in sports, academics, or work and volunteer opportunities. I hope my husband and I have shown them, through example, the value of hard work and perseverance.

Of all the things you have learned in training, what has been the most useful?
By far the most useful tool I’ve learned in training is the concept of “repetitive persistence.” It is a calming technique used by 911 Public Safety Telecommunicators to help ease distressed callers so that critical information can be obtained. It involves calmly repeating questions in a steady, neutral tone until the caller can regulate their emotions and respond with the necessary details. This is a very effective communication tool, allowing us to help even the most distressed callers.

When someone finds out you work at a 911 call center, what question do they always ask?
People often ask me about the “craziest call” I’ve ever taken, and that’s always a hard question to answer. After years in this job, not much really surprises me anymore. But more importantly, every call represents an emergency to the person on the other end of the line, so we treat each one seriously and every caller with respect and compassion.

What do you do for fun?
I love to read and cook. I enjoy spending time with my family, whether we’re riding our e-bikes or out on the boat together. I also love to travel—we just got back from a trip to the Czech Republic, Poland, and Hungary, which was an amazing experience.