Frequently Asked Questions

No. It's not even recommended to let them know about our shifts. Being a hotline that's easily accessible to anyone, our service is prone to misuse and abuse. Protect your identity and everyone else's at all times.

This scenario commonly happens when callers feel that their issue is so difficult that they're not sure if anyone can help at all. They may tell you things like, "You sound so young, I don't think you can help me." or "How long have you been doing counseling? How much do you know about psychology?", which can make you feel uncomfortable or even upset but taking those questions personally won't help you manage the call.

No matter how authoritative, charming, or even grateful they sound, please do not give any information about yourself or other responders. Stay professional.

Some options that you may mix and match:

1. Directly tell them that we are not allowed to share confidential information.

2. Assure them that we are all trained to help.

3. Ask how will knowing that information be helpful in the call, and then probe more to slowly lead them away from that, shifting their focus onto their problem.

4. If they think that you're not qualified to help, you may acknowledge their concern but still encourage them to give you a try.

5. If none of these work, acknowledge their concern, ask them to end the call and try calling again to see if they will be connected to another responder.

Nope, no need! You can write just one report but don't forget to write the other call timestamps under the field, "Other important details from the call".

E.g.,
Other call timestamps:
12:41 PM - 6m 46s
12:48 PM - 6m 45s
12:55 PM - 6m 46s

Ask caller to put the phone down and dial again. Dismiss his next call to pass it to the next responder.

If caller is Amber-flagged/Red-flagged AND second Self-harm/Suicide Scale answer is 5 - 10/10, escalate this call and endorse caller for a Wellness Check.

To understand the Wellness Check criteria better, read this refresher.

Remember that as Crisis Line responders, our primary duty is to give immediate emotional crisis support through the phone -- which means to deescalate the situation; mitigate the risk if there is any.

How to do this? Review your SAVE skills and Safety Assessment Checklist.

Secure caller’s immediate safety, and do your best to keep them safe. Help them save themselves.

After giving your best support and caller still fits the Wellness Check criteria, keep in mind that it's okay. This happens even to the best of us.

Not being able to deescalate the situation does not always mean that your support wasn't enough. Remember that some people may not be ready to help themselves further and that some cases are beyond the support and service we can give. Crisis Line has its limits too.

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