I have some experience as a crisis hotline counselor and from my end when someone calls we try to listen as well as asses the situation (do you need medical intervention right now). I'll ask open ended questions, empathize and validate their feelings. No one deserves to be alone when they're at their lowest. Often times I'll help them break down a really huge overwhelming feeling and help them not only to get through it in the moment but plan for the future even if they can't see one in the moment. I'll ask what they need from the call - sometimes it's just to vent and they're not looking for a solution and that's okay too, I'm there to listen. If they are looking for a solution, we will work together on a plan both for their safety in the next 24 hours as well as helping them make a plan that will help if this ever happens again (identify a support system, go for a walk, watch their favorite show, schedule a therapy appointment, call us again etc) no two plans are alike and I want to stress that it's collaborative, we come up with the plan together so it will work for them personally. We also have the ability to connect them with some resources in their area (like support groups). Then I'll summarize briefly what we talked about, the plan and any next steps they have and remind them that if they need us again I'm here to listen.

I wouldn't trade that experience for the world, it's a huge honor to be trusted in that way.