A New Career: Santana Swaps Caregiving for Crisis Calls

A variety of “random jobs” from retail to farm work kept Santana Fontaine busy until for many years settling into a role as a qualified caregiver. It was a job she enjoyed but increasingly found physically taxing. After having children, she returned to caregiving by default, but was reminded of the high physical demands. It was time for a different career path.

That’s when she discovered Capital Training’s Contact Centre course through Work & Income. “I was flicking through the brochure for the course, waiting for my appointment, and it just looked interesting. So I asked if I could have a go at it.”

The four-week course, delivered free for Work & Income clients in central Wellington, prepares trainees for customer service roles in contact centres. For Santana, it was a perfect fit. “I was a caregiver for so long because I liked interacting with people. Training to be a contact centre operator meant that I could still interact with people - just over the phone instead of in person. I could still help, and be a part of the community.”

Santana says a big part of the course was discovering her personality and the skill sets that she already had. However, the transition did present some challenges - she hadn’t used a computer in years. “I’ve had phones and tablets, but not a real computer with a keyboard and screen. It was daunting at first.” However, with the support of her tutors and a willingness to learn, Santana quickly adapted. “Now, I go into work and use computers all night, and I’m fine.”

“I met some really cool people on the course, and the tutors are so amazing. They go out of their way to help you, if you go out of your own way to be receptive to that.”

“If you are willing and open to the learning and to the ideas, and to getting involved and being engaged in the course, the tutors will do everything they can to support you through it.”

Today, Santana is an agent for the 111 help line - the reassuring voice on the other end of emergency calls. “The calls are often high-energy, emotional situations. Sometimes callers are so anxious they can’t communicate what’s wrong. We have to make quick decisions about what service to connect them to.” Her background in caregiving, where she often had to calm agitated patients, turned out to be a key strength. “Caregivers either start out really chilled, or we learn not to let things faze us. That was one of my biggest transferable skills.”

Since starting her new job, Santana’s life has changed in many ways. Working night shifts suits her natural rhythm—she has severe insomnia, so staying up all night is second nature. Financial independence has also been a game-changer. “I had a really good Christmas. My family got spoilt, especially my sister. I had a lovely Christmas because I got to spend money on all the people I cared about.”

Reflecting on her journey, Santana is grateful she took the leap. “If I hadn’t done the course, I’d probably have burnt myself out in another caregiving job. I like caregiving, but it’s so physically and emotionally taxing. I don’t think my life could handle another burnout.”

For anyone considering a change, Santana’s advice is simple: “Take your time to learn who you are. You will always have to work for something. But if you put in the effort, you can take your life in a whole new direction. I was 35 before I even thought about taking my life in a different direction because I didn’t think I deserved to go in a better direction. It doesn’t matter what stage of life you are at. You can still get so much out of a course like this. You just have to take a moment and embrace yourself, and you’ll be able to achieve anything.”

Santana’s journey proves that with the right training and determination, it’s never too late to change paths and find a career that truly fits.