The Reality of Working on the Front Line: A Personal Perspective

Many have asked over the years how I or we do what we do. I cannot comment on how any one else continues in this field but I can comment and share my own experiences. It is not always easy, it is not always rewarding. There are many days I ask myself why I do what I do....but in the end, I cannot imagine anything else. I have had wonderful opportunities during my 25 plus years in my career including great co-workers and colleagues. Truly this is likely one of the primary motivators to my ability to consistently show up each day.

I currently work in two emergency departments providing crisis services in addition to riding with police responding to mental health crisis calls. I have not always worked front line but my work brought me to the front line eventually and I have now been doing it for over ten years. Working in the community means never knowing what your day is going to look like, who you will encounter, the experiences and states of the people you come across, who you are going to rely on for support. All these unknowns brings the question how can I possibly remain calm, present and engaged, productive, solution focused and client/patient centred?

Frontline staff regularly encounter a wide array of personalities in their daily interactions, often witnessing individuals going through some of the most challenging moments of their lives. These interactions can encompass a broad spectrum of behaviours, from emotional outbursts like crying and hysteria, to severe conditions like psychosis and suicidal tendencies, as well as instances of aggression, verbal abuse, and expressions of gratitude and humility. Despite the difficulties, we are all human beings endeavoring to navigate these encounters to the best of our abilities within the given circumstances. While we may not always succeed in presenting our optimal selves or eliciting the same from those we interact with - whether in the community, at their homes, in detention centers, or emergency rooms - our shared humanity remains a constant. It is possible that today, I may be able to contribute to a positive outcome for someone.

Through my own experience, I have come to understand the paramount importance of learning through reflection and, often, through debriefing sessions with peers. Valuable insights can be gained not only from mistakes and near misses, but also from successes. By prioritizing debriefing sessions, we afford ourselves the chance to manage the burdens that daily challenges impose upon us. Equally significant is the opportunity to focus on the lessons gleaned from each experience - whether positive, negative, or challenging. Debriefing enables us to evaluate our individual and collective performance, thereby enhancing the likelihood of replicating successful behaviours in similar circumstances. It is crucial to shift our attention towards the positives rather than dwelling solely on the negatives, as doing so opens up avenues for valuable learning. Addressing errors, misses, and near misses during debriefing sessions is equally critical and should not be overlooked. The essence of debriefing lies not in assigning blame, but in reflecting on areas that could have been improved or rectified, exploring alternative approaches that might have yielded different outcomes. Moreover, it serves as a platform for acknowledging our emotional responses, understanding how we process events, offering mutual support, identifying individuals or groups in need of additional assistance, and potentially instigating procedural or policy changes within organizations.

Upon returning home at the end of many days, I often find myself depleted, with little energy left to dedicate to my own family. It is clear that our families bear the brunt of the sacrifices we make as frontline workers. I frequently ponder the toll that my chosen profession has taken on my loved ones. Recently, I came across an insightful interview by Brene Brown that deeply resonated with me (Comparative Suffering, the 50/50 Myth, and Settling the Ball - Brené Brown). This experience has underscored the importance of enhancing our coping mechanisms and cultivating empathy towards our family members, who may struggle to fully comprehend the challenges we face on a daily basis, except for those who share similar frontline experiences.

Fortunately, I frequently experience successful moments in my professional endeavors that serve as grounding reminders of my passion for the work I do. I am appreciative of the meaningful roles I have undertaken within my community and the opportunity to share these enriching experiences with my exceptional colleagues. Grassroots movements have played a pivotal role in enhancing the support options available for frontline staff, exemplified by initiatives such as I've Got Your Back (Building awareness of First Responder Mental Health #IVEGOTYOURBACK911), Boots On The Ground (Boots on the Ground | Peer Support for First Responders), and internal peer support programs. Furthermore, there has been a notable increase in the coverage of mental health support benefits, reflecting a positive trend towards prioritizing mental well-being in the workplace.

Written by Nicole Barbour, July 16, 2024