The difficult call ends. The next one begins. What happens in between may say as much about leadership as
it does about operations.
The 11 Seconds is a direct conversation about leadership, culture and the psychological realities of
emergency communications. Drawing on a career in frontline policing, supervisory and command roles, 911
centre management, lived experience with PTSD, and 17 years serving on the APCO Canada Board, Gavin
Hayes turns the accountability lens toward himself as well as the profession he has spent years advocating
for.
This is not an accusation against emergency communications leaders. Many are already doing extraordinary
work. They are checking in after difficult calls, changing briefing-room conversations, developing
supervisors differently and creating environments where vulnerability is not automatically interpreted as
weakness.
The challenge is that good leadership should not depend on which supervisor happens to be working when
the hardest call of someone’s career arrives.
Combining lived experience, research and practical leadership actions, The 11 Seconds asks leaders to move
beyond intention toward consistent human connection and accountability.
Because the goal is not simply more exceptional leaders.
The goal is to make exceptional leadership normal.