Metrics have been continuously raised to a point where they are no longer realistic or possible. We are told that there’s data showing it’s possible to hit these high goals, meanwhile everyone I’ve spoken to is falling behind and feeling extremely anxious on a day to day. Higher ups have made it clear that the value is placed on quantity over quality, and yet you get dinged for quality issues as well. Middle management is never aligned on current practices, which is understandable because they change from week to week, making it very difficult to keep up. Every second of your day is tracked through a surveillance app, which you have to update on your own time to avoid falling behind on solve goals. Headway prides itself on a culture of feedback, but have not listened to any concerns that have been raised about excessively high solve goals. Having high goals and expecting every single CXA to meet 100% of that goal week after week is unrealistic and extremely taxing. Ironically, working for this mental healthcare company has caused my mental health to plummet. What started off as a really cool company has quickly become a numbers-driven nightmare.
