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How can just listening to someone be helpful?
It might take a while to understand how powerful it can be for one person to listen to another without interrupting, judging, or giving advice. The basic training as well as hotline experience teaches volunteers the value of the gift of listening.
Is it really harmful to give advice, even if it is clear what the caller should do?
We are not here to tell our callers what we think they should do. However, if the caller is ready to discuss solutions, we can facilitate that process. Not feeling responsible for solving the caller's problems is vital to being a successful telephone counselor.
Can I really be nonjudgmental with all callers?
We are not asking you to alter your value system, but we will train you to respond without judgment to a caller whose values conflict with your own. Not giving advice or passing judgment on a caller's actions are key components to our listening model.
What if I get a call from someone thinking about committing suicide?
Most prospective hotline volunteers feel anxious about handling a crisis call. We devote two training sessions to teaching how to respond to suicide-related calls. It is important to remember that the person is calling and not acting. We can assume they have mixed feelings about ending their lives as a way of ending their pain.
Do callers use Contact on a regular basis?
Yes. About 20 to 25% of our daily calls come from individuals who have used our service for many years. They are calling for daily support and understanding. We have guidelines for these callers: they are permitted one ten-minute call in a 24-hour period.
Do you refer callers to community agencies?
Less than 10% of our calls end by giving a referral. Most callers are looking for a safe place to talk and are not necessarily ready for a "next step." "How" and "when" to give a referral are covered in the training.
How long do calls last?
A typical call lasts between 10 and 15 minutes, unless it is a crisis call or the issues are complex. A call that leads to problem-solving is usually longer than a "venting" call.
Will I work with another counselor or will I be alone?
Another person will be in the office answering our Youth Emergency Services for Mental Health line or the after-hours Helpline Information and Referral Service. That person is available as a backup to the 24-hour counseling line if he/she is not taking calls on the other lines.
How many calls do you receive a day? Which shifts are busiest? Are holidays busy?
We receive about 50 calls a day. The calls are fairly evenly distributed over the five daily shifts. The daily volume typically remains the same on weekends and holidays.
How do I sign up for shifts?
A calendar is posted in the counseling room a month in advance. You choose two four-hour shifts that work for you.
What if I have to cancel a shift?
If you must cancel a shift you signed up for, call the scheduler for instructions. We do ask that you give the shift you sign up for high priority in your personal schedule because once you sign up, it blocks others from considering that time slot.
Is the building a safe place when the business office is closed?
We have made volunteer safety a top priority. The front entrance is locked with a key. The back entrance which you will use has a combination lock. Volunteers' parking spaces are next to that door, which is also brightly lit. Inside, the entrance and hallways are brightly lit. The counseling room can be locked for additional security.
More information about volunteering:
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