We saw the Warm Line as a chance to help others and, in turn, feel good about ourselves. The afternoon and evening hours make it possible for each of us to work almost anytime.
The Warm Line's thorough training gave us insight into handling a variety of calls and practical tips on listening effectively. We often rehearsed what we must say in hypothetical situations; interestingly, we also needed to know what not to say. Our Warm Line training and experience have proven valuable outside the job, when communicating with friends, family and even in business situations.
We receive several calls a night, which may last 25 to 30 minutes. Most of our calls, to date, have been from women, about issues such as relationships and domestic problems. Many calls are "just talk" type calls. Many people seem to really just need someone to listen while they "vent."
The Warm Line functioned at its best one night when a call came in from Putnam County. The caller had been in a community hospital on a psychiatric ward for about eight weeks. Her confinement was unjustified at best and may have been illegal. She was told that in a day or two she was to be transferred to a state hospital and she was scared out of her wits. She had heard about us and reached out for help. The two phone line operators knew what to do. While one operator stayed on the line with the caller, assuring her that all would be well, the other operator called her backup. The backup contacted the hospital, a mental health legal defense agency and the local chapter of ACLU. The hospital became so uncomfortable in the spotlight that they released the caller the next day!
Every call is not as exciting and dramatic as this. However, we feel that a caller in distress, whatever the reason, needs us as badly. Our future plans include speaking at mental healthcare facilities, looking for media outlets to tell our story, training more operators, and seeking additional funding.