How the Interior Crisis Line Network lends an ear to people in need

Lucy always wanted to find a meaningful volunteer position. As a teenager, she benefited from the support of a mentor who helped her through stressful times at school. 

“They don’t need to say anything. Having somebody to be able to listen to is quite valuable. I find it’s hard to find that,” she says.

Now as she works to complete a master’s degree in psychology, she is giving back as a volunteer for the Canadian Mental Health Association’s Interior Crisis Line Network, which is funded by the Provincial Health Services Authority (PHSA).

For 48 years, Interior Crisis Line Network volunteers have picked up the phone, at every hour of the day and night, to listen to folks in the Interior calling local and provincially-routed crisis lines such as 1-800-SUICIDE.

That need is growing. They are seeing a 69 per cent increase in calls to the suicide line over the pre-pandemic average and 88 per cent more calls to the 310 mental health line (accessed at 310-6789), explains Nicoline Dodwell, volunteer coordinator.

While there are free mental health services in the province, such as the B.C. Childrens’ Hospital Foundry virtual counselling service for youth or the Canadian Mental Health Association’s virtual counselling service, these can be hard to access. 

The role of crisis lines and volunteers

Crisis lines are not a substitute for therapy, but they can help provide a first line of support for people in times of crisis or stress and volunteers can help connect people to local resources.

They also save public resources. The Interior Crisis Line Network estimates their services divert thousands of potential 911 or police interventions related to mental health and suicide.

After five months of volunteering for 16 to 20 hours a month, Lucy says the nature of calls vary widely.

“[The calls] could range from for example, just wanting to talk to somebody for dealing with daily stress, having difficulties to sleep… to having thoughts of suicide,” she says. 

Volunteers don’t need any formal education in mental health, though this experience is welcome. They simply need secure wi-fi, a computer and headset, a private space to take calls and a willingness to support people in a non-judgmental way. 

Confidentiality is a crucial component of this free service. People calling in don’t have to disclose who they are unless they are a risk to themselves or others. Crisis line responders also work anonymously, which is why The Wren is not using Lucy’s full name. 

Most importantly, Lucy learned her role is not to provide advice.

“It is common to think that we would be giving them advice and that will make them feel better. And I actually thought that too, before volunteering,” Lucy explains.

Instead, volunteers listen to callers and guide them, Lucy says adding each person is different and knows themselves best. 

“We want to empower them to find their own solutions,” she adds.

Becoming a crisis line volunteer

After signing up to volunteer as a crisis line responder, Lucy sent in two references and a criminal record check and agreed to an initial commitment of 200 hours, which is usually fulfilled in a year.

Once accepted, she attended training sessions to learn skills like active listening, where you reflect back what you’ve heard and ask open-ended questions. 

“The main thing is just being human and listening to them, and giving your attention to them.”

She also learned how to meet people where they are at, which could look like simply validating their emotions and experiences if they aren’t ready to brainstorm coping strategies. 

“We don’t push them to share anything that they don’t want … and that is totally okay.”

She was then shadowed by her trainers for the first few calls and given feedback. 

“The environment is really supportive,” she recalls. “I remember during my first shift alone, my coordinator, or my trainer, asked me about how am I feeling.” 

While she was nervous about taking calls at first, knowing there is support 24/7 from staff to debrief is reassuring, especially when volunteering from home.

That support ensures she can continue to make a difference in people’s lives.

“What I find the most rewarding part is when callers at the end, they say, ‘Wow, that was so helpful,” she says. “Or, ‘Thank you so much for listening.’”

“Of course, it’s not a huge life-changing thing, but I know that I might have made even a small impact in their day.”

The Interior Crisis Line Network is currently scheduling its first training session of the

year in February.

For more information or to apply, check out the website or contact mhpadmin@cmhavernon.ca

If you or a friend are in need of help:

Interior Crisis Line Network: 1-888-353-2273

B.C. Mental Health Line: 310-6789 (no area code needed)

B.C. Suicide Line: 1-800-784-2433 (SUICIDE)

National Suicide Crisis Helpline: 988 

Editor’s note, Jan. 10, 2024: A previous version of this story listed a crisis chat service which is no longer available.