A Tribute to the Unique, Invaluable, and Irreplaceable Charles Conley

In the 11 years that I’ve been with Mission Critical Partners, I have had the privilege and pleasure of working alongside a great many people who are very special, in their abilities, in their demeanor, and perhaps most importantly, in their passion for helping our clients improve emergency response and justice outcomes for the citizens they serve.

Some of those people are more special than the rest. Charles Conley, MCP’s senior program manager for NG911, is one of them. He has been with the firm almost since it was founded a little more than 16 years ago and recently decided to retire. His loss will be felt by everyone at MCP, by the clients we serve — extremely well thanks in part to standards that Charles set — and by our industry at large.

Recently, I asked MCP’s cofounders — Kevin Murray, Brian Bark, Len Kowalski, and David Jones — to describe what Charles has meant to the firm and to them personally. Here’s what they said:

Kevin Murray — In the early days of MCP, when resources were scarce and pressure was high, Charles joined the team at exactly the right moment. The company was in its formative stage — salaries were lean, teams were stretched thin, and operations in Texas were just getting off the ground. Amidst all this, Charles brought clarity, stability, and an invaluable ability to turn vision into reality.

He wasn’t just a project manager — he was a builder of trust and structure. While others dreamed big and moved fast, Charles was the one who brought those ideas to life with precision and care. He came highly regarded by mutual colleagues from past work in Washington, D.C., and quickly became essential to MCP’s fledgling Texas operations. His presence helped cement the team’s success there, not just through technical know-how, but through leadership grounded in reason, empathy, and quiet strength. Eventually, he became chief operating officer and an early member of our board of directors.

One phrase that continues to resonate within MCP to this day came from Charles: “Delight the client.” It wasn’t just a clever turn of phrase — it was a guiding principle. Charles had a gift for listening, distilling big ideas, and translating them into client-focused outcomes. His approach helped shape the culture at MCP and still influences how the team works today.

Beyond his operational excellence, Charles brought something even rarer: steadiness. In an environment full of moving parts, it was invaluable to have someone who brought calm to chaos, who could navigate complex client relationships, and who could make meaningful change — that was Charles.

Brian Bark — In every organization, a few individuals quietly shape the culture, steer the mission, and anchor the values. For our firm, one of those people is Charles Conley — a colleague, mentor, and friend whose impact has been profound and lasting.

At a time when the company was still finding its footing, Charles became a steadying influence, offering thoughtful challenges in planning sessions and introducing ideas that would help define our identity. One of those ideas — “delight the client” — still echoes through our work today, even if we don’t say it aloud as often as we once did.

What made Charles so effective wasn’t just his intellect or experience — it was his character. He embodied MCP’s core values — persistence, integrity, trust, accountability, and prudence. His presence made you want to be better — not out of fear, but out of respect. You didn’t want to disappoint him, not because he’d call you out, but because you’d see in his eyes that you could do better — and should.

Over the years, Charles resolved client issues with grace, often stepping in to fix problems without fanfare or blame. He didn’t need recognition. His reward was the trust of his colleagues and the loyalty of clients.

Charles’ impact isn’t just in the systems he helped build or the strategies he shaped. It’s in the way we carry ourselves, the way we treat clients, and the way we support each other. His retirement leaves big shoes to fill — but his legacy gives us a model to follow.

Len Kowalski — From the earliest days of MCP, a unique leadership model emerged —what many referred to as the "triangle team" — another term was “three-legged stool.” This approach combines three core leadership functions: vision, client engagement, and operations. In the early Pennsylvania office, Kevin provided the strategic vision and Brian brought expertise regarding client relationships, while I handled the operational piece. When MCP expanded into Texas, that same model was replicated. Kevin continued to guide the firm strategically, while David became the cornerstone for client relationships and Charles brought disciplined, accountable operations leadership.

At any given moment, Charles knew exactly what to say, how to say it, and when to say it, an ability that was foundational to his “delight the client” concept, which became foundational to the firm itself. He was the counterbalance in Texas. Kevin and David would determine what needed to be done to solve a client’s problem, but then Charles would decide whether it could be done, and, if so, how it needed to be done to ensure that the client’s and the firm’s interests would be served equally well. This was not easy to do, especially given the passion for public safety that Kevin and David brought — but Charles was a master at it.

If you’ve been at MCP for at least a week, you’ve heard that the firm embraces the concept of truth over harmony. In large measure, we have Charles to thank for that as well. His professionalism, steady demeanor, and willingness to challenge ideas created an environment where honest, constructive dialogue flourished. This positive conflict allowed MCP to refine its strategies and improve its services continually.

David Jones — At every successful firm, there are individuals who shape culture, influence strategy, and quietly steer the organization through pivotal moments. For us, Charles Conley has been one of those rare individuals.

Coming from a long career in the telecom sector, Charles understood technology at its core. But it wasn’t just his technical knowledge that stood out. It was his ability to connect people and ideas and to consistently remind us of the importance of delivering what we promise.

In meetings, Charles was the voice of reason. He could diffuse tension and guide conversations toward productive solutions. Whether it was in internal quarterly planning or client negotiations, his pragmatism was both grounding and invaluable.

One memorable example was a trip we made to Seattle on behalf of a client. Charles and I walked in with a classic “good cop/bad cop” strategy. As the public safety advocate, I brought the fire. Charles brought the finesse. Together, we achieved what we needed — but it was his composed diplomacy that sealed the deal.

Charles was a true partner. We spent countless hours collaborating — he as the program manager, I as the client manager — shaping scopes, developing strategies, and navigating the challenges of a growing firm. He had an instinct for understanding effort, value, and fairness. I learned from him daily.

Charles eventually transitioned to part-time work, focusing primarily on a few key clients. But his influence is still felt every day — in our approach, our values, and the way we engage with each other and with those we serve. He was, and continues to be, a cornerstone of our firm’s identity.

Glenn Bischoff is MCP’s content specialist.