How To Never Stop Learning, Coming From Someone Who “Knows Nothing”

Written by Amelia Mueller, published August 4, 2021

If I hear one more public safety acronym, I’m going to throw myself off the microwave tower.

This phrase, or something similar, was said a lot during my first year as the 9-1-1 communications coordinator for the North Central Texas Emergency Communications District (NCT9-1-1). A journalism major with a background in digital marketing, I know my fair share of marketing jargon, but the world of public safety is something else. Everywhere I looked was something new to learn: from 9-1-1 routing, to policies and operations, to the history and potential future of the industry.

I knew from my first interview when my supervisor and current coworkers started throwing words like “PSAP” and “Next Generation” and “ALI” into the conversation that learning a new industry would be difficult. I should have been nervous. I was, after all, about to join forces with a team of talented individuals who had dedicated decades to understanding an incredibly complicated and technology-driven world of critical infrastructure.

I’ve always felt that the word “ignorance” gets a bad reputation. It’s not an insulting word, the dictionary definition is just “a lack of knowledge or information.” There’s nothing wrong with not understanding something because you have no experience in it, but people take offence when you describe them as ignorant. So, when offered the job and faced with launching a new career from scratch, I decided to use my marketing powers for good and rebrand that word.

It wasn’t easy. It still isn’t, if I’m being honest. When you’re surrounded by intelligent people with a deep understanding of their field, even if they are open to educating you and patient with your questions, sometimes it just doesn’t click that the simplest topics are things you don’t understand.

I had to be blatant in my ignorance while learning about 9-1-1. I couldn’t be afraid to ask anything, even if I knew the question would embarrass me. It really is true that there is no such thing as a stupid question, especially if you’re willing to laugh at yourself. Some of my greatest hits include: What is the difference between a call taker and a dispatcher? Can 9-1-1 find you in a moving car? And, my personal favorite, what is DPS?

I’m fortunate that those incredibly intelligent team members I mentioned were eager to educate me once I pointed out the gaps in my knowledge. And when I came across someone who seemed annoyed that I didn’t have the basics, I didn’t let them affect my confidence or the job that I was assigned to do. After all, anyone who mocks someone for not knowing something isn’t worth worrying about.   

If you’re like me and you came into this industry with zero understanding of 9-1-1, don’t worry. You’re absolutely not alone. Embrace your ignorance, and remember that it’s not a bad word! Find the people who want to help and lean on their expertise, and never be afraid to interject your own knowledge into a situation. After all, you’re the only one who can see things from that perspective.

If you are a 9-1-1 expert encountering one of us, be patient. We’re just as passionate and dedicated as you are, we just took off from that starting line a little later because we were running a different kind of race. If you’re willing, we might share a little of our expertise with you, and together we could accomplish something great.

There’s an old story about the philosopher Socrates that says when he was told by an ancient oracle that he was the wisest in all the land, he simply said to her: “All I know is that I know nothing.”

I’ve embraced Socrates' words, and it has allowed me to build a reputation as a creative problem solver, open-minded employee, and passionate advocate for 9-1-1. I carry that lesson with me even as I become more educated about this industry, and I hope it’s one I never forget.

Thank you, Amelia for sharing your talents with us. If you are interested in writing a blog, please email 911derWomen@gmail.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!