Is this amount of training normal for this job/issue (I feel like I'm not getting much training for complaint investigations)?
I got a job working for state/local government as an environmental compliance inspector. Part of the job involves complaint investigations.
Training for complaint investigation consists solely of one-on-one coaching with a manager for our first few complaints. After that, we're pretty much expected to handle investigation on our own, although we can ask for advice if we get a more complex complaint.
I looked all through our training library and only found a couple of videos on how to de-escalate someone who is already complaining to me. I can already handle that really well, so that didn't help me.
There was no training on how to initiate, guide, and conclude a conversation. Nothing about field safety, what to do if someone becomes especially defensive/belligerent, or anything like that. To be fair, if we anticipate possible issues, we can request a security officer or law enforcement accompaniment, but that's only for on-site visits and only if we know in advance that we may need it. I also asked my manager if there was more training and was basically told they don't have anything beyond what I'd already found.
I know I tend to be more conflict-averse. I'm completely fine answering a phone call from someone who is already mad, but there is something about me having to call someone else to essentially deliver bad news/make someone else mad that gives me anxiety.
Is this amount of training (or lack thereof) normal for environmental compliance jobs?
Does everyone struggle with complaint investigation, or am I really not suited for this job? I have given it almost a year. I don't know if that's enough time? Would it get better with more time?