Frequently Asked Questions

You can only make an outgoing call when the caller's safety is at risk.

We need to manage our resources wisely. It's not advisable to exhaust your time and energy in extending support to regular calls.

If safety is at risk and your call got cut, use the access code assigned for a specific provider when making outgoing calls. 

Access Code                                         Provider

Dial 6 + Mobile Number                      Sun

Dial 7 + Mobile Number                      Globe

Dial 9 + Mobile Number                      Smart/Landline

You are allowed to make two attempts at a 5-minute interval. If both calls don't get picked up after that, step back and let go. Allow people to help themselves -- whether that means getting some breathing space or looking for other resources. We still have other people to help as well.

Gentle reminder that we only make outgoing calls if the caller has safety issues and you were not able to share with them our suicide and safety protocol, or offer them a wellness check, because the line was cut. Remember that you volunteer to help and save lives so if the call was cut and you assessed that the caller has safety issues, we suggest staying on your shift for several minutes to wait for the caller to call back, or for you to do an outgoing call. Just inform the responders on shift that you will extend your shift for several minutes because you are waiting for a call, or you have to make an outgoing call.

Do not inform caller that we can only make outgoing calls when their safety is at risk. Doing so might invite some callers to feign suicidal tendencies just so you can keep extending your support.

Calls usually get cut due to unlimited call promo subscriptions. Most promos are limited to 12 minutes, but we have received some that were as short as 6 minutes. When caller is subscribed to a promo, you can expect them to keep calling back until your conversation ends with a proper close.

If this happens on your shift, and let's say a new call immediately comes in, you may let that slide to the other responder on shift. To do that, press the 'Decline' button.

But be mindful of the time also. Let's say that 3 - 5 minutes have already passed and your caller hasn't called again, you may stop waiting for them and serve other calls instead.

If caller's safety is not at risk, no need to make an outgoing call to them.

It can mean that the other responder you are on shift with is engaged, so pick up the call now.

Try to also confirm with your fellow responder if they really are engaged in a call. Send them a private Sling message or comment on their login post!

Yes, you can call them.

Dial 6/7/9 (see outgoing call protocol) + number to make an outgoing call. You are allowed to make two attempts with a 5-minute interval. If both calls don't get picked up after that, step back and let go. Allow people to help themselves -- whether that means getting some breathing space or looking for other resources. We still have other people to help as well.