A couple of months ago, the Christopher & Dana Reeve Foundation created a blog series called: What I Now Know. It consisted of letters written by people living with paralysis to their newly injured selves. These wonderfully moving letters (see #WhatINowKnow to read and get an introspective look at life with paralysis) inspired me to write to that nervous girl who, over five years ago, started answering calls from people in crisis. Here is what I know, what I learned, and hopefully will, in turn, inspire you to reflect on your I&R experience and share it with your new coworkers.

Dear Patricia,

Just breathe. I know that the first three months of onboarding might have felt overwhelming, and you still feel inadequate as you are glaring at the phone and willing it not to ring. The word "expert" has been suggested around you, and sure your coworkers with years of experience do sound like experts, but it's ok if you don't feel that way at this point. The phone rings. Remember to breathe. Here are some other things to remember:
 
You are not an all-knowing I&R god. It's ok to tell the caller, "Let me do some research and get you the best answer to your question." I assure you that the person on the other end will appreciate the honesty and that you are going the extra mile for them.
 
There will be calls that leave you emotionally raw. You will cry with some or feel enraged at the injustices told to you. Some calls will be too long, and you will feel powerless. Yes, there will be calls where you will lose your patience. As a resource specialist, you must remain impartial and provide the best resources to your clients. That doesn't mean you are made of stone. I herein give your permission to step away after those difficult calls. Take a minute to process, debrief with a coworker or supervisor, or even go to the breakroom and make yourself a cup of tea. It's ok to make room for self-care in your day. 
 
Calls will come in quick succession at times. I highly recommend keeping up with your notetaking and documenting. Trust me, "leaving it for a slow time" won't work. Instead, I suggest you start practicing documenting during the call; you will master it and it will save you time and sanity.
 
Active listening is your best skill. You will learn to use it during most calls to great success. Sometimes clients have complicated or long explanations for their needs. Using the active listening techniques you learned during your AIRS certification will help them feel you are engaged in their story and will keep you on track in the conversation. Clients will thank you for listening to them attentively. You will smile and feel fulfilled in your mission. 
 
After a year or two, I&R will become second nature. Answers will come more naturally, and you will learn to disengage from the emotionally charged calls. Beware, though, of losing your empathy during calls. Try to picture the person and take care of them as you wish a loved one calling for help would get treated.
 
Finally, take every chance to increase your knowledge. Reading articles and news updates, attending webinars and conferences, or reviewing your training notes from time to time are good options. Knowledge is not static, and you will serve your clients best by keeping current with resources and informed on the latest developments in your field.
 
This is the beginning of a great journey. Be brave, be willing to learn every day and, most importantly, be kind. Now answer the phone with a smile and don't forget to ask for those demographics! 
 
Love,
 
Your future self

Patricia Correa is Associate Manager, Information Services & Translation at the Christopher & Dana Reeve Foundation