<human>: Well, it technically has been happening over a 4 year span of time, but today is when I REALIZED I fucked up. 
So I work at an assault prevention shuttle and we help college students get from various parts of the town I live in by giving them a free ride in our shuttles in the hopes that it will prevent sexual assault or other forms of assault/street harassment. There is another service similar to ours on my campus that specializes in drunk driving prevention and their shifts start later than ours so often times our service (which is 1st come 1st serve) fills up first and then we are supposed to transfer the caller to the other shuttle. 
I love my job and I feel really strongly about the mission that we are trying to serve, I was also the manager last year (ended up stepping down for personal reasons) but I have been with this service for longer than most employees and people look up to me or ask me questions if they are unsure of how to run things. 

Here's where the big fuck up happened: 
On our phones (which have up to 6 lines of callers at any given time) you are supposed to press hold, then transfer, then a code #### and then transfer again. Well, I have been missing this last crucial step and no one has ever bothered to tell me because everyone (myself included) assumed that since I've been there for 4 years that I don't need extra special supervision on how to use a phone. 
Several times I have had people call back and say they got disconnected but I always thought it was because the other service (the drunk driving shuttle)'s lines were also full and therefore they couldn't accept any more callers. It's a big fuck up IMO because we are providing a safety/assault based service and so it's crucial that we answer calls promptly and try to schedule as many rides as possible or offer a safe solution if we are unable to get them but instead I've just been saying, "Hey sure let me transfer you over so we can get you some help!" *CLICK

Can you succinctly summarize the text in 1-3 sentences?
<bot>: I work at an assault prevention shuttle and have been accidentally hanging up on people instead of transferring them to another service for the last four years.