Caring for customers has always been central to frontline work, but the emotional landscape has changed. People are arriving with heavier stories and more complex needs, and those supporting them are often carrying just as much privately. At the same time, the focus on how we identify and respond to vulnerability is increasing across sectors. This creates a tension between the level of compassion we want to offer and the emotional capacity we actually have available. The goal is not to care less. The goal is to protect our ability to care well. That begins with resetting how we think about emotional labour and redefining the systems that are meant to support it.

Read More