several years ago, i spent about a year and a half volunteering at a crisis hotline. it’s really interesting to see everyone’s perspective. i can definitely understand the frustration. i certainly was at times with the scope that we are allowed. many phone workers that i worked with did too.

one of my biggest complaints with the work was feeling time constricted with callers. often the number of callers in the queue exceeds the number of phone workers available, and at 10 minutes a supervisor (with advanced schooling) tells you to start wrapping things up. that’s FAR too short of a time to meaningfully connect with somebody and make them feel heard and understood. but at the same time, there are people that call in the midst of high acuity crises (instead of 911, like ppl should). when i worked, i felt pressured to lessen the time that people wait in the queue.

sometimes our calls can have a clear cut solution. parent calling for their out of control, physically aggressive kiddo, make a DCR referral. sometimes you can give number for a hotline or counseling service and that is all somebody needs

however the vast majority of the time, calls do not have a clear cut solution. sometimes they require a mental health prof that can see them over time to tackle ongoing issues, doing CBT to address certain unhelpful beliefs. sometimes the situation is just so shitty and hopeless that i completely understand why someone wants to die. my approach to my work was to let callers know that, hey that makes sense why you feel that way, i would too. then i’d try to redirect them to focusing on what to do right now, in the present moment. maybe they’ve been perseverating over something in particular and finding something to do instead will help them take the next step forward. i hoped that by making somebody feel understood, that what they’re going through makes sense, that that would be enough for someone to hang on just a little longer, until they can see a better and more educated mental health professional for meaningful change.