Management and upper level administration are not feet on the ground, they do not truly understand what goes on in the day to day events. Emotionally and mentally exhausting, burn out is real, having to make tough decisions about allowing people to stay or having to kick them back out to the streets for breaking whatever rules. Having to be comfortable around drugs and addiction and having an understanding of how to use narcan and having to remain calm and assess situations and do whatever you can do until EMTs arrive.