I’ve lost count of how many times I’ve emphasized to trainees the importance of using every tool and resource available when taking calls for service. Verify everything. Have the caller repeat information instead of just parroting it back to them. Use your mapping tools. Never rely on just one source for verifying an address. Location is everything—everything else about the call builds off of that. Less is usually more when verifying locations in CAD. If only I had remembered my own advice moments before it became critically important.
It was probably my tenth call of the day and I sat up quickly in my seat when the line buzzed to life on my end. I was greeted by a fairly anxious caller and lots of hysterical talking/screaming/questioning in the background. What I could make out was that someone was possibly not as responsive as they should be and that the caller urgently wanted an ambulance out to their home. I asked them what the address was and then asked them to repeat it back to me for verification. When I plugged in the first three letters of the street name that I was sure I’d heard into the CAD system, I was relieved to see it register as a valid address. It made sense in the moment—it was after all a well-known President’s surname: Reagan. Except this street wasn’t “Reagan” at all; it was spelled “Regan.” I didn’t realize my error until a coworker gently hovered over my shoulder, peering at the call displayed on my screen. I quickly muted the phone and moved the headset away from my mouth.
“Umm… can you verify the address, please? EMS is there, but they’re saying no one is answering the door.”
It took merely a few seconds for me to check my separate mapping screen and confirm that I had entered the wrong street name.
“Ugh… that’s on me. I put in the wrong street. They’re actually here… I’ve corrected it in CAD. I’m sorry.”
About 6-7 minutes later, responders were knocking at the correct door, and the call ended. I quickly untethered myself from the console, swiped the headset from off my head, and found the Fire/EMS dispatch supervisor at the far end of the operations floor. I sincerely and emphatically apologized, explaining exactly where I went wrong. No excuses. I knew better, had the training and experience to do better—but I didn’t. I failed my caller, and I could only be grateful that the situation wasn’t more critical or life-threatening.
I’ll never forget what she told me in the most gentle, reassuring, and compassionate tone:
“Sam, yes, you made a mistake. I’m not going to say otherwise. But the real failure would be if you couldn’t own up to it or if you stood here trying to justify it. Making a mistake in this job—with the hundreds of calls we take a week—it happens. But it’s how you respond to that mistake that shows your true caliber in this job.”
I once saw a LinkedIn post suggesting that the best leaders don’t use the word “failure,” preferring to reframe challenges as “setbacks.” While I appreciate the sentiment of staying positive in the face of adversity, I disagree. There’s a fine line between maintaining a positive outlook and having the courage to look a mistake in the eye and call it what it is. Today wasn’t just a minor setback or a small, inconsequential lapse in judgment; today, with nine years of experience under my belt, I failed. But here’s the silver lining: failure doesn’t have to be the final chapter of the story.
Mastery in this profession is impossible without making mistakes, experiencing setbacks, or even absolutely falling flat on our face and failing a few times. But what truly matters is how we respond when we falter.
“The key is to OWN the mistake, OWN the consequences (including any discipline that may follow), and OWN your path to improvement.”
Let’s explore this concept further in this blog.
Developing mastery in emergency communications begins with adopting an “ownership” mindset. If you make a mistake, own it. If you break it, fix it. If you don’t know how to fix it, seek out the answers, and ask for help so that you can do better the next time around. Just like in any complex field that requires problem-solving, it isn’t just about doing things right—it’s about learning from when things go wrong. Technical proficiency is certainly a crucial goal in this profession, but it’s only part of the equation. Equally important is developing the emotional intelligence to learn and grow from setbacks or lapses in judgment, rather than avoiding or ignoring them. The first step in this process is to recognize that mistakes are not the enemy. In fact, they are often the best teachers we have. When we approach mistakes with the right mindset, we transform them from sources of shame into powerful tools for growth.
Owning the Mistake
When a mistake happens, our instinct might be to downplay it or shift the blame. But in doing so, we miss out on a crucial learning opportunity. Owning a mistake means more than just admitting it—it means fully accepting responsibility for what happened. This level of ownership means that we assume personal (individual) accountability and it allows us to examine the situation honestly and identify what went wrong. It’s not about self-criticism but rather about understanding the root cause of the error so that we can prevent it from happening again. How did I fall short in this situation? In what ways did I fail to meet the expectations required of my professional role? The sooner we confront challenges directly and with intention, the better equipped we are to handle them effectively in the future.
Accepting the Consequences
In the world of emergency communications, mistakes can have serious consequences. Whether it’s a delayed response, a miscommunication, or a wrong decision, the impact can be significant. Acknowledging the consequences of our actions isn’t just about facing the repercussions—it’s about recognizing the gravity of our responsibilities. This awareness reinforces the importance of precision in our work and teaches us to manage pressure with composure. Embracing consequences reflects our commitment to accountability, both to ourselves and to those we serve. Growth comes from facing these realities head-on, not just to avoid future trouble, but to understand that discipline goes beyond punishment—it’s a tool for reform. This mindset is essential for continuous improvement and professional development.
Charting Your Path to Improvement
The final and perhaps most crucial step is charting your path to improvement. After owning our mistakes and accepting the consequences, the next step is to actively work on getting better. This might involve seeking additional training, requesting feedback, or practicing specific skills. The key is to take intentional action to address the weaknesses that led to the mistake in the first place. Remember, every action or inaction leads to movement. We’re never truly standing still; we’re either progressing and growing or falling behind. There’s a reason why Quality Assurance and Training are closely linked—they both emphasize the ongoing need for continuous improvement in our skills as emergency telecommunicators. Surprise, surprise…improvement isn’t a one-time effort; it’s an ongoing process that requires a commitment to lifelong learning and a constant push to expand our capabilities. In emergency communications, where the stakes are high and the margin for error is narrow, this dedication to growth is vital.
By owning our mistakes, accepting the consequences, and striving to improve, we cultivate a mindset of mental toughness. One of the most valuable outcomes of this process is the development of resilience. Resilience isn’t about avoiding mistakes; it’s about coming back stronger each time we face them. Through this journey, we equip ourselves to thrive in even the most demanding environments.
Created by Samantha Hawkins
The Learning Center is pleased to give Samantha a platform to share her experiences.
Samantha Hawkins, a certified PSAP Professional and Quality Assurance Evaluator, has been a key figure in public safety communications since 2015. She is highly experienced in training others, reflecting her commitment to sharing her expertise.
Disclaimer: The views and opinions expressed in this article and series are those of the author and do not necessarily reflect the views or positions of any entities she represents.
