If you have never called a hotline before you might not know what to say or what to expect. Here are a couple things to know. First, you can find the number for your local crisis line in the front of your phone book but sometimes it is difficult to find. If you can not find the number in the phone book, dial 211 for the United Way. They will put you in contact with the local crisis line or the 1.800 number for your state.
Keep in mind what services are offered by line you call. For example, in my community the local hotline is staffed by professionals and volunteers. What that means is that their services are primarily to offer support for the issue you are going through; referrals to local community service boards, legal services, or counseling centers; sexual assault advocacy; or contact with emergency personnel. By no means is this a replacement for professional counseling, in most cases this is more of a peer assistance. These local lines may have people answering the phone who have training in certain issues, but typically they are not equipped to deal with emotional counseling. If you call a line and are unaware of the services provided, just ask. The person answering the phone will be more than glad to answer your questions, and, connect you with a service that can help you more appropriately. Most states also offer a Crisis & Access Line. This line is staffed by certified professional counselors and social workers who are specifically trained in counseling.
So what do you do when you call a crisis line? Keep in mind that the majority of hotlines operate on an anonymous basis. This is to assure that you, the caller, feel comfortable enough to share all the appropriate information with the crisis line. Crisis lines get funding from grants. What that means is that to keep getting money, they have to provide demo graphics about their callers. Does that mean that you HAVE to give all your personal information? No. If you aren't comfortable, you don't have to. You can give general information, such as, age, gender, first name. With this the crisis line you call can receive funding so that the next time you need to call, they will still be there so you have someone to connect with. Another thing to consider is to give a first name or nickname that the crisis line worker can call you. This way you can be called by name and not "Hey you."
When you speak to the hotline, give a phone number and let staff know if the number is a safe number (especially if you are calling about a domestic violence incident). Let them know if you want to be called back if you are disconnected. If you are in an unsafe situation or suicidal, give your address. This way if you need emergency assistance, it can be sent on the way.
Other information to tell the crisis line worker, are you in a safe place? What happened right before your crisis? What triggered your current emotions or feelings? Are you injured? If so, what is it? Is this something that can be resoved on the phone or do you think that you need to go to a hospital? Do you have any emergency contacts?
Keep in mind that you called the crisis line for assistance. Obviously, something is bothering you enough to call in. Be willing to try the suggestions offered and dont second-guess the staff worker--for example, don't say, "Yes, but..." Accept the suggestions that a crisis line worker is offering. If the feelings persist, get a referral to a counseling center.
