I Was Told to Just Focus on the Call

Written by Erika Lakey, ENP

When I first started in emergency communications, I heard the same phrase many people in this profession hear:

“Just focus on the call.”

At the time, it made sense. In a profession where every second matters, the priority is learning how to answer calls, manage chaos, stay calm under pressure, and survive the pace of operations. There is so much to learn at the console that sometimes curiosity about the bigger picture can feel secondary.

But for me, “just focus on the call” was never enough.

I wanted to understand why calls were routed a certain way. I wanted to know why location information sometimes failed. I wanted to understand the systems, policies, laws, technology, and decisions behind the headset. I asked questions constantly. Sometimes that curiosity was welcomed. Sometimes it was not.

Looking back now, I understand that many trainers, supervisors, and coworkers were simply trying to help me succeed operationally. Emergency communications is a high-stress environment, and many people are operating in survival mode themselves. It was never about discouraging growth. It was about making sure I could handle the responsibility in front of me first.

Still, a part of me kept wanting to learn more.

Over time, I realized that curiosity became one of the most important tools I carried in this profession.

The more I learned, the more I discovered that the skillset of a telecommunicator reaches far beyond answering calls. We develop critical thinking, communication skills, technical troubleshooting abilities, emotional intelligence, policy awareness, decision-making under pressure, and the ability to adapt quickly to constantly changing situations.

Those skills matter in more places than many people realize.

As my career progressed, that curiosity opened doors into leadership, training, public education, standards work, project management, technology initiatives, cybersecurity, GIS, and professional development opportunities I never imagined for myself when I first sat at a console.

What changed my life even more was finding my tribe.

Through organizations, conferences, committees, online communities like 911der Women, and other professionals in emergency communications, I realized there were many people who shared the same passion for learning and growth. I found mentors, encouragement, and conversations that reminded me I was not “too much” for wanting to understand the bigger picture.

That sense of community matters more than people realize.

This profession can be isolating at times. Burnout is real. There are moments when people feel stuck, overlooked, or unsure about what comes next. Many telecommunicators do not realize how valuable their experience truly is because we become so accustomed to simply showing up and handling crisis after crisis.

But there are so many paths within emergency communications.

Some people become trainers. Some move into leadership. Others discover passions for quality assurance, GIS, public education, emergency management, standards development, cybersecurity, vendor relations, peer support, or project management. Some stay happily at the console for their entire careers and become incredible mentors and operational experts.

None of those paths is more important than the other.

The important thing is allowing yourself to grow.

I think one of the biggest lessons I have learned in 911 is that you never really know where your path will lead or who will become part of your journey. The coworker who encourages you may become a lifelong friend. The conference connection may open a door years later. The online community may help you rediscover your purpose during a season of burnout.

And sometimes, the people who seemed short with you were simply carrying burdens of their own.

That realization taught me something else that matters deeply in this profession: grace.

Grace for the people around us.

Grace for those doing their best under stress.

Grace for ourselves when we feel overwhelmed, uncertain, or burned out.

Emergency communications is a small world, and the longer I spend in this profession, the more I realize how connected we all are.

So if there is one thing I would tell someone entering this field or someone trying to rediscover their place within it, it would be this:

Stay curious.

Ask questions.

Keep learning.

Find your people.

Treat others with kindness.

And never underestimate the value of the knowledge and experience you already carry.

Because one day, you may realize that “just focusing on the call” was only the beginning of your story.

Thank you, Erika for sharing your experience with us. If you are interested in writing a blog, please email amanda@911derwomen.com. Sign up for our newsletter on our homepage to stay up to date with 911der Women programming, exclusive content and blog updates. Click here and scroll to the bottom.