Bridging the Gap: Knowledge and Compassion in First Contact Roles

Over the years, I have had many jobs, including but not limited to, a front desk personnel. As a first contact employee, I had to do many personally rewarding things that were not outlined in my job description. I had to listen, allow myself to move in urgency in others situations because their lives were in danger, reach out and clasp a hand and explain a legal order explaining to this person they were about to lose their home; offer a stranger tea when they walked into a completely wrong department emotionally distraught due to abuse; and many others. Did I think these were situations I would have had to handle? Not. But my ability to navigate them with compassion cemented my character as a compassionate leader.

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