Suicide Hotline Manager

What are the outcomes that your suicide hotline reps try to achieve, beyond preventing immediate harm? Are you just lending a supportive ear, or will you suggest that a caller take specific actions like seeking out professional help, or talking to friends/family?

Asked by Kyle almost 13 years ago

Different hotlines have different purposes. Some will directly connect a caller with a therapist or have someone go to their home. Other hotlines are strictly there for directive-free emotional support in the moment and will invite the caller to call back again whenever they feel the need to do so. You can do some research online before choosing which hotline to contact. It can be frustrating to be seeking a comforting ear and have someone instead giving you a referral, and vice versa.

How many calls do you field per day?

Asked by Mike almost 13 years ago

It varies and not all calls last more than a few minutes, but typically about 200-300 calls per day.

Has anyone committed suicide during a call?

Asked by solo1 almost 13 years ago

As far as I know, this has never happened in the years I have been with the hotline. There are times when a caller hangs up and you feel like they are in serious danger, that nothing you have said has gotten through and that really they just wanted to hear one last voice. We have, however, then heard from many of those callers again, which is of course always reassuring. One of the toughest things is that when the call ends you don’t know what really happens.

What's the most ridiculous reason a caller has given you for wanting to kill himself?

Asked by BernUnit almost 13 years ago

I can't go into any specifics because of confidentially. The people with the reasons that would sound the most ridiculous were the people who were the most severely ill. A small slight or disappointment can appear to a schizophrenic or person with a personality disorder as a really traumatic event. When you hear how upset someone is about something that you, as a stranger, can guess happened very differently or didn't happen at all, it's honestly just really sad that this person suffers from such intense delusions that cause him or her so much pain.

Is the "copycat suicide" idea a real phenomenon? Does call volume increase significantly after a high-profile suicide occurs?

Asked by somebaggage almost 13 years ago

From what we have noticed at our hotline, volume does not increase, but people do talk about it. It seems that hearing about suicide does not suddenly get people thinking about suicide for the first time. It does give them a focus, though, for what they have been going through and it can be a great starting point for a seemingly impossible conversation to have. The same goes for natural disasters and other high profile tragedies. Callers don't for the first time realize that the world is a difficult and overwhelming place for them. It gives them a concrete place to begin an overwhelming train of thought.

If a caller says he's literally about to commit suicide, do you contact the authorities to try and trace the call and determine the location?

Asked by Riggs almost 13 years ago

Different hotlines have different policies. There are some that will trace the caller and intercede even if the caller doesn't want that. Other hotlines are completely anonymous and will only send help if specifically requested by the caller. This information is available on the hotlines' websites. One thing to consider is that if you call an anonymous hotline but then provide information on your intentions and locations, there is a legal obligation to report it to the police.

Are the majority of your callers teens and young adults?

Asked by RaySmith almost 13 years ago

The callers vary widely in age. On occasion we hear from pre-teens or teenagers, which is always notable. Most of our callers are adults, with probably the majority of them being elderly.

What's your insider's position on legalizing assisted suicide?

Asked by chopchop over 12 years ago

My take on suicide in general is that there is almost always a strong chance that life will improve. I've spoken to a number of people at the hotline who called to thank us because having a lifeline stopped them from committing suicide, which they now realize would have been the wrong choice for them. I've also spoken to those left behind by suicide and heard them describe the pain their loved one's actions have caused them. Suicide obliterates any chance to experience a better future and leaves a trail of damage in its wake. Ultimately, however, suicide is an individual right and along with that right should come the option of ending one's life in a painless manner. With something like an chronically painful, untreatable disease I particularly understand the decision to end that suffering and I see why a doctor should be allowed to assist the individual. I do wonder, though, if we openly acknowledge suicide as a culturally acceptable option whether it will potentially encourage those who might have held on longer to end their lives instead. It's a complex issue obviously and one that I have great ambivalence about despite my "insider's position".

If one of your phone reps is having a really bad day because of something going on in his/her life, would you tell them to take a day off or go home early so that their own emotions don't interfere with the job?

Asked by Mike almost 13 years ago

We try to foster open communication on the lines and behind the scenes. There is lot of chatting with operators when they come on shift and serious discussion if something distracting is going on in their lives. We respect our operators and would not tell someone they had to go home early if they felt capable of handling their emotions, but we are vigilant in ensuring our callers receive the best service and will check in regularly throughout the shift to make sure they are not taking on more than they can handle.

Do you ever get "thank you" calls from previous callers who have since gotten their life back together?

Asked by masterblaster almost 13 years ago

We do get calls like that and they brighten up everyone's day. We really care about our callers and, aside from feeling good because of positive feedback, we are genuinely happy for them when life begins to improve.

Do you ever get so emotionally vested in your callers that you consider quitting? Or are you able to distance yourself emotionally?

Asked by prob55 almost 13 years ago

It’s impossible not to become emotionally invested in some callers, but it only makes you want to stay longer. When you hear the sadness in someone’s voice, it makes it hard not to give more and more. You start to see how it affects your outside life, the patience you find for people you would normally ignore, the sympathy you feel for the tragedies you would have previously done your best to overlook. Over time you learn to deal with the emotions that come from listening to sadness all day long. You compartmentalize it so that you can go home and still have a good night and so that you don’t bring your emotions onto a call. The call should always be about what the caller is going through, not what you’re dealing with.

Is there a high turnover rate for phone operators who can't cope with the emotional drain of the job?

Asked by jojo almost 13 years ago

There are a fair number of people who realize early on that this isn't the right sort of work for them. On the other hand, there are people who stay with it for decades. Like many jobs it's about the right fit, but because of the seriousness of the work you quickly realize that you're not the only one who will be affected if you are not performing at your best.

Why do you think your organization would be a target for budget cuts? Seems like a pretty important service with reasonably low overhead.

Asked by whyaskwhy almost 13 years ago

There are a ton of crucial non-for-profits that are in danger or have been closed since the recession started. The mentally ill generally don't vote, don't earn enough to pay high taxes, require a number of costly social services, and are typically unable to advocate for themselves. As a result they are easy targets when it comes time to reduce budgets.

Is yours a 24-hr hotline? What time(s) of day do you receive the most calls?

Asked by Chris almost 13 years ago

Some hotlines are twenty-four hours, but with budget cuts affecting all areas of mental health, there are fewer and fewer of them. Calls really vary throughout the day, but I would say that the morning seems to be a busy time from what I have observed and heard. When people wake up and realize that they are still depressed, still lonely, still stuck where they were yesterday, they often need some help getting the day started.

Why do you think suicide rates vary so much by culture, even in first-world countries? Like South Korea has a 2.5x higher suicide rate than does the US. Is it simply that it's not as stigmatized in other places?

Asked by BarbaroGlue over 11 years ago

I think a number of factors go into play.  For one thing, suicide rates are higher in areas of economic and political crisis.  For example, Greece used to have the lowest suicide rate in Europe, but since the financial collapse, it has had one of the highest.  Probably another consideration is the availability of mental health care and crisis intervention, which is pretty weak in most countries.  Additionally, in more interdependent cultures, it is hard to acknowledge personal needs when the normative value is on preserving balance within the social circle. 

What stage of suicide are most callers experiencing when they decide to call in? Are they typically just having suicidal thoughts, are they literally on the brink, or somewhere in between?

Asked by Michael almost 13 years ago

Our preventative nature often comes out in that callers reach out to us before reaching a high-risk mindset. They use us to blow off steam, to find someone who cares, to get a referral for a mental health professional. We certainly have callers who express suicidal thoughts or seem in imminent danger, but we are also very open to callers who simply need to have a conversation about the stresses and heartaches they are experiencing.

How are your operators instructed to handle situations like when a caller is literally standing on the ledge of a roof?

Asked by ToryArlana almost 13 years ago

We will do our best to emotionally support the caller, to help them not feel alone. We will even offer to call an ambulance if there is a potential emergency. We will not stay on the phone, though, if it seems the callers is in the process of hurting themselves. It is important that callers understand that we are not there to listen to them kill themselves, but rather give them every chance to talk about their emotions and connect with a human being during a terrible time.

You mentioned you were in a non-profit organization--where does your funding come from?

Asked by veroniche almost 13 years ago

We have local and state funding as well as private donors. Honestly, I don't know much about that part of our organization.

Assuming your team has a number of recurrent callers, do these callers form a bond with a particular representative and ask for him or her with each call?

Asked by Sarah1984 almost 13 years ago

Our service is completely anonymous for both the callers and the operators. Callers should feel they can speak to any operator and receive the same level of service. We do our best to be emotionally supportive of callers without forming individual bonds.

Not to sound heartless but is there any statistical research that shows that having a suicide hotline actually lowers the rate of suicide? It *seems* like a good social service to have, but I'm curious as to how much it helps, if at all.

Asked by B-ian over 11 years ago

Honestly, I don't know about that beyond anecdotal evidence.

Have you ever felt like you were unequipped to deal with a caller - maybe because their personality, life experiences, or specific emotional concerns were difficult to relate to for you? Is there a protocol for a situation like this - are you allowed to refer a caller to another hotline worker who may be a better match for their specific situation?

Asked by EdnaKrabappel almost 13 years ago

It isn't necessarily to be able to relate to a caller to provide emotional support. In fact it's better if you can listen from an objective standpoint. It can be difficult to keep focused on the person you're speaking with if your own stuff is coming up.

How did you come to start working with a suicide hotline?

Asked by redJacket almost 13 years ago

While preparing to apply to graduate school for work in the mental health field, I began looking for a volunteer or professional position that would give me an opportunity to gain clinical experience and test my own ability to do this type of work. When I first started at the hotline, I had never done anything of this nature before and it was a harrowing few weeks (really a few months) before I began to feel fully confident in my abilities.

What are the most common themes you hear on these calls?

Asked by Trey almost 13 years ago

The most common theme -- by far -- is loneliness. This sometimes stems from psychological issues that make it difficult for the individual to form social relationships. Often, though, the loneliness is a result of having lost a loved one or suffering a trauma that separates the individual from their social circle or they simply feel that their thoughts are too unacceptable to share with the people they love.

Do you guys ever get prank calls and do you call the cops if you do?

Asked by J.J. over 12 years ago

It happens on occasion. It's kind of annoying when it happens because you have to take every call seriously and really be 100% sure it's a prank. When it's completely clear what's going on, we'll just hang up. We don't call the cops.

If a caller admits to having MADE the decision to take their own life, then you begin to engage in a conversation...but you hear a gunshot and silence...do you immediately get the police involved by tracing the call? Give them the recording????

Asked by pammers1 over 11 years ago

If you look at earlier questions, you'll see that it depends if the hotline is anonymous or not.  If it's anonymous, then no you wouldn't because the call can't be traced.  If the hotline isn't anonymous, then yes you would call 911.

Hey. My name is Amber. I want to commitsucide but I dont want to call. Could you help me?

Asked by Amber over 11 years ago

Anyone who is feeling suicidal should call a hotline, speak to a friend or family member, or go to the nearest emergency room. This isn't a counseling forum.

How does one become a suicide hotline manager or counselor? Do you get paid?
Do you have to have a degree? What if you are in college for Social Work and want to help people?

Asked by Anny over 11 years ago

Basically you just contact a hotline near you (google "suicide prevention hotline" in your area) and let them know you are looking for a volunteer or paid position.  I get paid, but a lot of hotlines are primarily volunteer.  You don't need a particular degree at my hotline; we do have a lot of people who are studying social work or psychology.  If you don't get an immediate response from a hotline after leaving a voicemail or email, remember these are nonprofits and the administrative side tends to be undermanned, so don't hesitate to contact them after a few days.

Have you ever saved someone from committing suicide while you were on the phone with them?

Asked by sammy146 almost 13 years ago

There have been a few times when it felt like the caller was in imminent danger and I was able to diffuse the situation. We try to be a calming presence focused on the caller, helping them to sort out the chaos or dark depression they are experiencing. More common is for a caller who is not yet suicidal but has a lot going on to feel the need to relieve the build up of emotional pressure before it explodes into a dangerous situation.

Can a call to a suicide line leave a record of any kind?

Asked by Thinker over 11 years ago

Some record will likely exist for training or research purposes. Depending on whether the hotline is anonymous or not, that record might be de-identified.

This is really interesting, thanks for answering questions! Do callers ever threaten to kill OTHER people, and if they do that, do you have a duty to trace the call and report to police?

Asked by Bridget over 11 years ago

I can't recall that happening off the top of my head. I think a non-anonymous hotline would be required to report a specific, credible threat to the police. An anonymous hotline wouldn't be able to do so, but if the caller specified his (or hers!) or the victim's full name or address, then yeah, there probably would be a legal and moral obligation to do so.

Are hotline operators allowed to offer religious advice during a call? For example, a Christian operator may feel that extending the gospel to a caller might help. Are they allowed to do that?

Asked by Josh over 11 years ago

No, that would definitely not be allowed and would probably be offensive to non-Christian callers.

How much training does one have to go through to be a suicide hotline operator and how long does it take? What do you learn in your training sessions? Would love to know as many details as possible about getting into this as a volunteer.

Asked by jwrites over 11 years ago

Each hotline has its own specific training, so you should directly contact a hotline near you. My experience would likely be dramatically different from that of another trainee.

Hi. This is going to sound like a dumb question but generally how much does one who works for the suicide hotline make? I would like to work for one but I do need a paying job to support myself.

Asked by Dumbquestionasker over 11 years ago

Knowing if you can live off what you want to do is definitely not a dumb question. 

It really will depend on the hotline and the position.  A lot of time the operators taking calls are volunteers.  From the basic administrative positions and up, salaries will likely start at minimum wage.  Remember these tend to be very poorly funded organizations that have to stretch every dollar to stay open. 

Do you have to be at least 18 to be a hotline operator - or older?

Asked by jwrites over 11 years ago

Yes, you do.

Hello my name is Omar Mercado, and I am writing a proposal for my English class. I was wondering about the average pay for hotline operators, if that can be told?

Asked by Omar Mercado over 11 years ago

In cases where the operators are not volunteers, I would imagine it's typically around minimum wage. 

Can you just give me an idea of what your training was like? What things you were taught or subjects covered ...basic training concepts? I am currently writing a book with this job in it and just wanted to get an idea of what things are covered.

Asked by jwrites over 11 years ago

You'd be better off contacting a hotline directly and asking about training. I'm a little iffy about what I should share because I think it could potentially impact readers of this website who might need to call a hotline one day.

Do suicide hotlines also offer help through online chat? Some people might feel more comfortable in that environment, I assume.

Asked by Wright stuff almost 12 years ago

Some probably do, but I'm not familiar with any. I think that part of the benefit of the hotline is to really hear someone's voice there with you in the moment. There's something very removed about just reading words on a screen that, in my mind at least, seems less impactful.

In Toronto, some people want high barriers on bridges and subway tracks, but opponents say that it's just a waste of money because the person will just kill themselves some other way. Are there stats that show whether such barriers truly save lives?

Asked by Jobstr Dan over 11 years ago

I don't know about any stats like that.  I would imagine anything that gives people a chance to think about a serious decision is a good thing.

what should i do if i feel suicidal and have the means of doing it here but not done anything yet...... and i am literrally just out of a mental ward from self discharge even though i self harmed on the ward??

Asked by visitor over 11 years ago

Anyone who is feeling suicidal should call a hotline, speak to a friend or family member, or go to the nearest emergency room. This isn't a counseling forum.

Do you enjoy helping people? And do you consider yourself a hero?

Asked by Sarah over 11 years ago

I do enjoy helping people.  I don't consider myself a hero. Like anything else you do regularly enough, this just becomes an ordinary part of your life.

Do you need to take a drug test to be a suicide hotline operator?

Asked by jwrites over 11 years ago

I didn't. It probably depends on the hotline.

What are the hours like and how many calls a day does each shift person get?

Asked by shirleyuet over 11 years ago

Our shifts are typically about five hours long. The number of calls varies, but usually twenty or so calls. Some of those calls might only be a few minutes long while others might go on for a half hour or more.

Hello my name is Kelso I have thought about suicide in the past but I've learned that's not the way and brought awareness to it I have a project coming out to stop suicide and I wanted to put the hotline phone number who do I meet for permission

Asked by Kelso almost 10 years ago

do you tracethe number of three person who calls you?

Asked by Anonymous almost 11 years ago

If a suicide helpline worker gets a call from a person and she talks and disconnects ...can she call the suicide prevention centre again and talk to the same person?

Asked by subbu about 9 years ago

Can I just talk to someone without them telling anyone my secrets or anything no one in my family cares I need a person like now

Asked by liyah over 10 years ago

im returning to school for applied behavior science. i am disabled and need to work from home. is this a job that can be performed at home?

Asked by katrina over 10 years ago

How does one become a phone operator for a suicide hotline?

Asked by fuzzyjr over 11 years ago

What does it mean if a suicide hotline operator reports you to their supervisor? I had my friend call with the same phone, and they thought we had multiple personality disorder.

Asked by Bob over 11 years ago

Just wanted to ask, who exactly answers suicide hotlines?

Asked by CuriousAsker about 11 years ago

last minute instructions on how to respond effectively to callers whose crises are domestic abuse or sexual violence.

Asked by priscilla over 10 years ago

last minute instruction on how to respond effectively to callers whose crises are domestic abuse or sexual violence.

Asked by priscilla over 10 years ago

I am inquiring for a job in the suicide hotline field. I have sufficient experience. I am almost done with my AA in Social Sciences majoring in Psychology. Please email me at your earliest convenience.
Thank you,
Anna

Asked by anna marie over 10 years ago

Hi, I just applied to a few Suicide Hotlines and a few are in a different state than me, but I noticed some have volunteers from all different states. Does being in a different one hinder my application?

Asked by Sarah over 11 years ago

If the hotline is anonymous and the caller gives their name, do you just refuse to acknowledge that or if they give their name, then you're free to use it in the conversation?

Asked by jwrites about 11 years ago

Do you trace calls? I want to call one but I don't want the cops at my door. I feel pretty suicidal most of the time but don't intend to kill myself in the immediate future.

Asked by Mel over 10 years ago

I'm not in danger of committing suicide, but I need to talk to someone badly. Would an operator track my call and send the police?

Asked by Hannah over 11 years ago