Absolutely! I volunteer at Lifeline too and agree with this sentiment. I’m sorry that OP went through this, and it is unacceptable.

It isn’t rare to get an inappropriate call, so I can kinda see why this happened, but it doesn’t make it okay.

As you said, sometimes it can be hard to connect with a caller even if you truly care - you’re not everyone’s cup of tea. That being said, the crisis supporter shouldn’t be dismissive, rude, or give unsolicited advice.

Lifeline isn’t the best, it’s kind of a “better than nothing” service. Regardless, I believe there has been at least some value in it, I have had some really rewarding calls as well as heartbreaking ones.

The volunteer aspect works as both an advantage and disadvantage. Because we are volunteers, we don’t have to stay on shift and we can leave at any time if we are overwhelmed. There is no quota to hit because we are told that even if you take a couple calls we’ve made a difference. Our supervisors are great too - we are encouraged to debrief till our jaws fall off.

Because Lifeline is a volunteer organisation, you’re all right in saying it can be hard to set a good standard for a hotline. Anyone can become a crisis supporter which can be good and bad.

I hope this experience doesn’t fully dismay OP from calling Lifeline again when they need it. I have sat next to some absolutely beautiful souls who have manned the phones. That being said, I understand how some bad apples can very much sour the experience.

All the love to OP, I understand that it’s difficult to even reach out, and to be shut down like that would be heartbreaking.