Beyond the Screen: Experiencing the Heart of Operation Smile Firsthand

Stepping off the plane in Puebla, I feel excitement as my nerves settle. It was my first time in Mexico, and the little Spanish I remembered from high school didn’t feel like much to rely on. Still, as I took in the warm air, the vibrant colors and the sense of history surrounding the city, I couldn’t help thinking about the stories I’d soon be witnessing — not from behind a screen this time, but from the place where they truly begin. 

Much of my work with Operation Smile happens behind a screen, writing stories, creating posts and sharing updates on our surgical programs with a global audience. For more than two years, I’ve been part of the global marketing and communications team, first as a global communications intern and now as a social media and communications coordinator. Traveling to Puebla, Mexico, for my first surgical program showed me that nothing compares to experiencing this work firsthand. The dedication, professionalism and compassion I witnessed revealed the depth of this work and will shape how I tell these stories going forward. 

The program I attended took place at Christus Muguerza Hospital Betania, a modern and welcoming facility where every detail was thoughtfully arranged to support patients, families and volunteers. I was immediately struck by the professionalism of the Operation Smile Mexico team and the warmth they brought to each interaction, a reflection of the beautiful Mexican culture surrounding us. From the moment families arrived, the atmosphere was filled with hope and emotion. Parents carried dreams of life-changing care for their children while volunteers and medical teams guided them through screening, including dental care, nursing, nutrition, pediatrics, anesthesiology and plastic surgery. 

I had the opportunity to follow one young patient and her mother through their journey across each screening station. After meeting them, I could sense the mother’s quiet nervousness as she navigated the process with her young child. Watching them move from station to station, I saw how volunteers answered questions, offered reassurance and coordinated each step with care and attention, never making the experience feel rushed or impersonal. Experiencing these moments in person brought the work to life and showed the profound human impact behind every step of care. 

The emotional weight of the program became evident as families learned which children would receive surgery. The waiting room was filled with hope, anticipation and quiet anxiety. Cheers and tears followed each name called; joy and heartbreak existed side by side. One mother wept with relief at hearing her daughter would receive surgery, while another family on the standby list clung to hope, unsure if their child would receive care. These moments emphasized the deeply human stories behind every statistic and the responsibility the team carries in guiding families through the process. 

The experience left me with lasting lessons in patience, empathy, and the courage and compassion required to transform a child’s life. Behind every smile shared online is a network of people working tirelessly, often unseen, to make that transformation possible. Returning home, I carry a new perspective on my work. Seeing the courage of families, the resilience of children and the thoughtful coordination of care has changed how I approach every story, post and video. The stories we tell are not just updates; they reflect real people, real emotions and real change. Operation Smile’s work creates not only healthier smiles but stronger communities and brighter futures, and I am more inspired than ever to share that impact.