Letter to a New 9-1-1 Supervisor

Dear New 9-1-1 Supervisor,

How are you doing? How are you feeling? Did you manage to grab breakfast this morning? And no, if it’s any shade of brown, black, or beige and can be held in one hand—or can be taken without sugar or cream—that’s coffee, baby, not breakfast. I figured I’d check on you now, sooner rather than later, because there will be plenty of days ahead where no one might remember to check in on you. I promise it’s not always that they don’t care or notice—it’s just that sometimes we get so caught up in our own busyness that we forget to look over (or look up) and see that others are just as busy. Don’t think for a moment that being in a supervisory role means you’re no longer in the thick of things—you are. It just might look and feel very different to those around you.

Let me say this right here and now—Congratulations! You earned this! That stupid, shaky, and nagging voice in the back of your head reminding you of every single mistake you’ve made on the path to get here? That’s something we call “Imposter Syndrome.” The bad news is it never quite shuts up, but the good news is you can learn to dream bigger than it. Let your hopes and belief in yourself shine louder than that doubt. You’re stepping into a role that will test you in ways you never imagined, but it’s also going to shape you into the leader you’re meant to be. I wonder how many “no’s” it took to get to this point. How many “maybes,” “not nows,” or “we’ll sees” did you encounter along the way? Perhaps the only thing more important than the fact that you’ve finally earned this promotion is the journey you took to get here. Each “no” could have easily been an endpoint or a dead-end, but you didn’t let that stop you.

I encourage you to carry that same diligence and persistence into this next chapter of your journey. The road ahead will be steep. Let’s be honest—there will be colleagues who will stand by you as your closest allies, defending you in rooms and conversations you may never hear about. They will advocate for you behind closed doors and believe in your leadership. But there will also be those you thought were your biggest supporters—friends you’ve shared long shifts, holidays, and pizza parties with—who might begin to see you differently. Why? Because now, you’re the boss. You may not be able to chat as freely in the parking lot after work or spend as much time lingering at their desk. Your new role carries a different weight now, and that’s okay. Don’t shy away from this reality—embrace it. Own the responsibility that comes with your new title, and trust that those who truly value your friendship and respect your journey will understand and continue to support you.

That’s not to say that in some ways they shouldn’t treat you differently; you are different now. You’re not better than them, but you’re stepping into a new professional level. And that brings me to my next point:

“What got you here won’t be enough to keep you here. There will be new skills to learn, new certifications to pursue, and new paths to navigate if you want to continue growing.”

You’re not the same person you were, and you’re not supposed to be. It may have taken being the best 9-1-1 telecommunicator on the frontlines to reach this point, but now you’re in a leadership role, and that will require even more of you. You’ll grow from this experience, discovering new emotional and mental strengths as you’re faced with fresh, exciting challenges. You’ll develop new ways to thrive, show resilience in your role, and uncover sources of power and joy you never knew were possible. Remember, that even diamonds are born from intense heat and pressure. Well, my friend, you are a human diamond; vastly more valuable and more brilliant than any diamond on this earth, and you are worthy of the title that’s been trusted to you.

From this point forward, your actions, attitudes, words, and motivations are monumentally important. They will decide two things in your career as a supervisor: the path you will lead forward and the legacy you will leave behind. As you move forward on your journey, you’ll face tough decisions—some may be controversial. You’ll encounter moments where you must choose between what works for now and what aligns with the bigger picture. The key is ensuring that whatever decision you make, it’s done with love and compassion, because a leader who leads with their heart will always be forgiven. You’ll need to have crucial conversations, not only with your team but also with those you report to. You’ll have the chance to show the right way to do things and the right way to admit when you’ve failed or need help. The path you walk will spark something in those who look to you. It will either ignite a passion to lead like you, inspire them to be the opposite kind of leader, or push them to avoid leadership altogether. That’s the path you’re forging.

You’re also deciding the lasting impact you’ll leave.

“You will either model the goodness and stability that leadership can bring, or you’ll serve as a reminder of the mistakes others should avoid.”

Your leadership will leave its handprints all over the people you manage, the work you champion, and the mission and values you stand for. Trust me, the tone you set will reverberate for years to come—I’ve seen it happen. You can be remembered for the wrong reasons or the right ones. You can be the supervisor people look back on as someone who believed in them, invested in their growth, and helped them become who they want to be. A coach, a peer supporter, a friend, and their biggest cheerleader (on and off the clock). Or, you can be the supervisor who seemed to think that empathy and care should stop when the headset comes off and the shift ends. You don’t need to be anyone’s favorite supervisor, but you can be the leader they never doubted them—the one who pushed, motivated, and believed in their potential. Leading with heart and care doesn’t mean avoiding difficult conversations; it means that even when you have to say tough things, they’ll always know you’re coming from a place of wanting to meet them where they are and help them grow into something better.

Finally, don’t expect every decision you make to be understood or appreciated right away. You’re here because someone believed in your potential to lead, to make a difference as a supervisor or manager, and they saw this role as your calling. But do you believe that too—with your whole heart and mind? Some days, you’ll need to be your own hype person, looking in the mirror and saying, “Here goes something, today!” There will be times when it feels like you’re the only one betting on yourself, and that’s okay. You may be surprised by the joy, love, and loyalty that come as you find your footing in leadership, but there will also be lonely days. Just as we know that it’s never beneficial to match a caller’s energy, realize that sometimes you’ll need to rise above the mood of the shift or the energy in the center that day. Be the energy, even if you have to be it alone. Trust yourself to be your biggest champion and your team’s, every single day.

Again, congratulations! You earned this, my friend. I’m glad you’re here, and I can’t wait to see what you’ll accomplish for your center and this industry as a new leader!