I have worked in a training capacity, and I always like to tell new responders: just take a deep breath. When you first start out you can be anxious, and worried about saying the right thing, but all that you really need to do on the lines is just be there and listen – it’s the caller who is going to guide you. We provide space for the service user to lead us through the interaction. We might support them along the way and give them gentle guidance, but I like to think that the call is in the hands of the caller. In that way, it kind of helps take the pressure off of that fear of messing up or saying the wrong thing. Just be a human, be there, and listen.