Back when we changed the format for submitting questions, I strongly encouraged people who were currently experiencing a crisis to call a hotline or helpline and talk to a friendly person rather than wait for me to sort through the bulging email box and get to their question. The questioners who wanted help composing their suicide notes, the questioners who had possibly just been sexually assaulted and wanted me to tell them if they really had been, the questioners who were literally holding ice packs to their faces in the aftermath of partner violence were definitely 100% Above My Pay Grade. It was unhelpful and dangerous for them to wait; it was overwhelming for me to try to run a crisis hotline out of my email.
The excellent PFC Marie pointed out that the prospect of calling a hotline was daunting and wouldn’t have necessarily occurred to her when she was in crisis mode, and suggested that we find someone who had worked on one to demystify the process. Thankfully, one of our community members stepped forward. Their experience is obviously not universal to every kind of hotline/helpline, but hopefully it will help people feel less nervous about picking up the phone. Hopefully other volunteers will weigh in and give a diversity of experiences and what to expect. The poster has asked to remain anonymous for this post, which is kind of the point of hotlines when you think about it.