Re job

lydia5683

Hi, I have started work as a call handler at the nhs for mental health where Im the 1st point of contact for patients who I then pass onto the nurse so they can speak to them.

I have anxiety which is quite bad at times and I feel quite / sometimes very anxious on the phone when I havent been on the phones yet.

Im worried that patients will be swearing and angry which I was told usually doesn't happen.

My previous job as an advisor i didnt like due to it being too stressful. I applied for this job as theres no targets and that every call handler job is different.

I feel very overwhelmed and feel like finding another job doing cleaning instead.

I have been told in my volunteer role as a receptionist previously to give it time but i feel like just giving up.

Im aware that i can say im too anxious on the phone and i may be able to be redeployed just doing admin but i dont want to dissppoint the manager

I know that when im on the phone i feel mostly fine its just before the call which causes quite bad anxiety. I also know i should face my fears and im thinking if i really dont like the job after a couple of months i can leave

I would just like some advice

Thanks

Bydand

https://forum.scope.org.uk/discussion/133565/re-job

Hi,

Thanks for being honest — and first, well done for even getting started. A lot of people with anxiety wouldn’t have made it this far, so recognise that.

Feeling overwhelmed at the beginning is extremely common, especially in jobs like NHS call handling, where the stakes feel high. Here’s some advice you might find practical:

Try and Normalise the anxiety — it’s expected when you’re learning something new, especially something emotionally charged like mental health calls. Your brain is trying to adjust to a new environment and responsibility. It doesn’t mean you’re not capable — just that you care.

1. Break it down into tiny steps — instead of thinking “I have to be perfect at this job,” think “I just need to answer this next call.” Focus only on the next action.
2. Use your scripts and tools — if you’ve been given phrases, checklists, or guidance sheets, lean on them hard. Scripts aren’t a crutch; they’re a professional tool. Even experienced call handlers use structured scripts.
3. Speak to your supervisor — it’s very common for new starters to feel like this. Tell them (even briefly) that you’re feeling anxious and ask if you can have extra support, like feedback sessions or time to debrief after tough calls. Most NHS teams are supportive when they know you’re asking for help early.
4. Don’t judge yourself by the “worst” calls — some calls will rattle you. That’s part of the job. It doesn’t mean you’re bad at it. It just means you’re human.
5. Build a little “reset” routine — between calls, even if it’s 30 seconds: stand up, stretch, breathe deeply, have a sip of water. Teach your body it’s safe.
6. Give it a few weeks before deciding — unless you’re truly in crisis, promise yourself you won’t quit until, say, four weeks have passed. Often the anxiety drops dramatically once you’re more familiar with the flow of the calls.
   

I know it is easy for others to give advice to others when we are not in your situation. I have found in my life that giving up too early can set you back even more moving forward and if giving up or feeling that you are not good enough becomes the norm it can be hard to break that cycle as you basically self reinforce it unwittingly.

If you are going to be the first point of contact for callers I guess that you will only be taking initial details etc before forwarding these on to a nurse practioner. So maybe not so scary.

I hope the above makes some sense and moving forward that things work out well for you.

Take it easy

S

Albus_Scope

Heya @lydia5683 Firstly congratulations on the new job!
Please don't feel bad for being anxious, it's perfectly natural to feel scared before doing something new, especially a new job, as you put a lot of pressure on yourself to "do it perfectly first time or you'll get fired" which is never a great mindset, but it's how society is now.
It's ok to be nervous, it's new, it's the unknown. It will be scary, probably for a fair while, but just keep plodding along and you'll get the hang of things. Then as you get more comfortable with the job, the anxiety will lessen, until one day, it'll all be second nature to you. 😊
Just to hopefully put you at ease a bit. I tried working at a call centre three times, the first two times I lasted a week, because I thought I just couldn't do it and it was terrifying. But the third time, after a couple of months of being terrified before every call, I ended up loving the job and ended up being really good at it! I was there for 10 years and even won employee of the year! Being scared is totally normal, just don't give in too soon and don't let the inner saboteur win. If you do get an angry caller, just remember they're not actually angry at you! Bydand has given some cracking advice too. ❤️