Crucial work reduced to production KPIs, surveillance, and burnout.The good thingsThe work is positioned as meaningful and purpose-driven. However, the operational reality often makes it difficult to experience it that way consistently. High pressure, constant monitoring, and a focus on output over depth can erode the sense of purpose, even for committed and values-led practitioners.
The challengesBurnout is not a possibility here, it is a predictable outcome. Despite the complexity and risk of the work, the role operates with strong call centre dynamics that are often minimised or left unspoken. Staff are required to meet a set volume of calls or contacts, with limited recognition of the complexity, risk level, or emotional labour involved in each interaction. The focus is on quantity rather than quality, even when the work involves high-risk assessments, crisis responses, and nuanced safety planning. Working from home does not equate to flexibility. Time, availability, and performance are closely monitored : you will be attached to your computers the whole day! Practice shift frequently and constant operational change leaves little opportunity to stabilise practice before new demands are introduced. Management lack consistency, transparency, and accountability which impacts psychological safety. Staff wellbeing is routinely sacrificed and accepted as the cost of doing business