Helplines Partnership (HLP) is an important membership body for organizations that provide helpline services in the UK and around the world. They facilitate high quality service delivery to callers by providing training, a Helplines Quality Standard, and tailored support. HLP also raises the profile of the helpline sector by representing their members’ interests and influencing the social policy agenda. For over 25 years, Helplines Partnership has supported its members to deliver a quality service to vulnerable people when they need help the most.
HLP held their Annual Conference on November 30, 2017. The Conference this year was themed around “Life’s Journey” and held in London. It provided an opportunity for helpline professionals to network with one another, find inspiration and rejuvenate purpose and energy from the speakers and seminars presented. The conference also served as the place setting for Helpline Partnership’s Annual General Meeting, and Awards Ceremony recognizing achievements of member helplines in several categories. More than 120 people attended the conference this year, representing 40-50 helplines from HLP’s membership.
Following a welcome by Chair Sophie Andrews, the day began with its first ever International Member Showcase featuring Wida Yalaqi, founder of Afghanistan Capacity Development and Educational Organization (ACDEO). ACDEO is a helpline in Afghanistan, which works to improve the well-being of all Afghans by developing social welfare and promoting a better quality of life. Despite the great work done for women’s empowerment in Afghanistan, the vast majority of the Afghan population remain unaware of the rights afforded to women within the Afghan constitution. This prompted Wida, (an Afghan native who received her higher education in the UK before moving back to Afghanistan in 2005), to found the organization. They offer counseling, mental health support, advice on self-protection, consultation with a religious scholar if desired, and referrals to ground-based service providers. In the few years since its 2013 inception, ACDEO has helped more than 56,000 families with legal advice and counseling, and connected more than 2,000 callers with legal, protection and health services. Among their key accomplishments is the improvement of community perceptions of women’s rights.
For many attendees, the international showcase proved to be one of the most fascinating and awe-inspiring parts of the day. Hearing about the unique challenges faced by this helpline’s staff, and the high quality of services delivered by them in the face of some seemingly insurmountable odds was admirable. In addition to the typical challenges all helplines face, ACDEO must overcome obstacles like making connections with people, particularly women, who live in extremely remote and rural provinces. They are often illiterate and completely cut off from resources the rest of us take for granted, such as Internet access. Because their work is considered controversial within the framework of local culture, the staff face threats to their safety and must take many precautions just to carry out their work each day, navigating bomb threats and evacuations. Taking all this into account, it’s clear to see just how courageous and committed these helpline staff are in carrying out their work to improve the lives of Afghans.
With the conclusion of the international showcase, it was time to move to the seminars. Debbie Sadler spoke on behalf of Unlock, a national charity that provides a voice and support for people with convictions who are facing stigma and obstacles because of their criminal record, often long after they have served their sentence. Debbie spoke about the evolving ways in which clients wish to reach them, often dependent upon demographics. This discussion gave a chance for members to reflect on how much they are also seeing demands for alternative channels, which helps to inform Helplines Partnership of the training needs of their members as well.
The second seminar was presented by Emily Hodge of Coaching Emily. Emily is an ex-NHS and charity professional health psychology specialist and coach, and cancer survivor. She supports people moving forward from cancer and places a focus on gentle living and well-being. Emily’s seminar was particularly suited to the “Life’s Journey” theme of the conference. It was very helpful to attendees as far as the discussion of resilience and self-care needed to be effective helpline workers, given some of the vicarious trauma and personal toll that helping others can have on helpers and carers. Group exercises and discussion were a key part of Emily’s presentation.
Speaker Elizabeth Burton-Phillips MBE, who doubled as awards presenter, is the founder of DrugFam, an organization providing support to families of those struggling with drug and alcohol addiction. Elizabeth shared her personal journey as the parent of twin sons addicted to heroin, and the painful loss of one of her sons to the addiction, while the other is now in recovery. Elizabeth told her story, which many who have loved someone struggling with addiction, particularly parents, could identify with. As a secondary school teacher working in a nice community whose sons went to a private school, she never imagined drugs or addiction would be an issue. She spoke about the fact that addiction can touch any family, regardless of income, class, race, or other factors. As her sons’ substance use progressed, Elizabeth found herself making decisions out of love and wanting to provide her sons with comfort, but realized that in the end her actions were not what was truly best for her sons and actually enabled them instead. Her book Mum, Can You Lend Me Twenty Quid? What drugs did to my family explores the impact that drugs have had on her family, and serves as a reminder to families battling addiction that they are not alone. She founded DrugFam in order to help families going through similar experiences, and her charity work earned her the award of Member Of The Most Excellent Order Of The British Empire.
Elizabeth also hosted the Helpline Awards ceremony where six charities received honors in six different categories. iCarol sponsored the award for Best Innovative Use of Technology. You can read more about that here!
Chrissy B aka Christoulla Boodram, television personality and mental health advocate, participated in the conference by speaking alongside several of the guests including Dr. Audrey Tang, resident Psychologist on her program. Chrissy B’s show is dedicated entirely to mental health and wellbeing and is the UK’s only TV show with this as its sole focus. Chrissy B and her guests lead the conference participants in her signature Mental Health Dance Challenge providing all conference goers with the chance to have a little fun while being reminded of the importance of good mental health. The show was recorded and aired on Sky 203 on Monday 23 January 2018. You can watch the show featuring the HLP conference below, or visit Chrissy B’s YouTube channel.
The day ended with a keynote by Claire Lomas MBE. Claire was working as a chiropractor and had reached the highest level in the equestrian sport of eventing when a tragic accident left her paralyzed from the chest down. The adjustment after this drastic and life-alerting event was obviously an immense challenge for Claire, and it was hard not to dwell on all she had lost. While there were many dark days, she managed to dig deep to find the strength and courage to completely rebuild her life with renewed goals and focus.
Claire became headline news worldwide in 2012 when she walked the London Marathon in a pioneering robotic suit, which took a grueling 17 days and raised £210k for Spinal Research. She became the first owner of a robotic suit and used it when she had the honor of lighting the Paralympic cauldron in Trafalgar Square. In 2013 Claire completed a 400-mile hand-cycle around parts of England, visiting schools on the way to inspire students, and raising another £85k supporting the Nicholls Spinal Injury Foundation.
Claire is a woman who never stops reaching for the next achievement. Believing that there will soon be a cure for spinal paralysis, in 2014 and 2015 she organized a series of events that took the fundraising total to over £500k, securing her place as one of Britain’s most inspirational women. She completed the Great North Run in 2016, and last summer she became the first paralyzed female with a motorcycle racing license.
Though a split second altered the course of Claire’s life forever, she emerged from the darkness to find new and immeasurable ways to contribute to the world. Claire’s keynote address left the audience emotional and inspired.
As you can hopefully see from this recap, the day was considered a resounding success by organizers and attendees alike. Feedback included praise such as:
“Very relevant and inspiring” “This is the best Conference I have attended” “Fantastic, funny and moving”
To learn more about Helplines Partnership membership and other information, you can visit them online, and follow them on social media:
The Frank Capra Christmas classic “It’s a Wonderful Life” tops many lists for holiday viewing, and it’s already making the rounds on TV channels everywhere (check your local listings!). But have you ever stopped and thought about how this popular and enduring holiday program centers around the topic of one man’s suicide plan? Most people view the film casually and for them the suicide aspect of the story may take a backseat to the other major themes. For anyone working in the suicide prevention or crisis industry though, it’s hard not to view the film from that unique perspective.
13 thoughts of crisis workers when watching “It’s a Wonderful Life”
It bothers you that the movie perpetuates the myth that suicide rates go up at Christmastime
You’re envious of the detailed and factual background Clarence has on George, and think of how helpful this would be when working with your clients
You know of a dozen people you’ve spoken to this month who are in way worse circumstances than George, but knowing how complex and unique suicide can be for each person you’d never judge George for feeling how he does
You can list all the warning signs that George is giving, and yell at the other characters for not picking up on them
Even better, you wish someone would talk to George about his behavior and ask him directly if he was thinking of suicide
You cheer on Mary when she calls a family member to talk about how George was behaving, and doesn’t keep his behavior a secret. Mary – 1 Stigma and Shame – 0
George’s story reminds you of all the people you’ve spoken to that thought their suicide would be what’s best for their family
You note the high lethality of George’s plan for suicide
And think of how more bridges need suicide barriers for this very reason
It angers you when Clarence tells George he “shouldn’t say such things” when George discusses suicide, effectively shutting him down and judging him rather than listening to why he feels this way.
You’re relieved when George finds his reasons for living
You’re thankful for the happy ending, but you know that it’s rarely wrapped up so easily
You’re reminded of why you do the work you do
Have you had any of these thoughts while watching this classic film? Got any other thoughts to add? We’d love to hear from you, leave us a comment!
And while you may not have wings, we know the countless individuals touched by your caring voices consider you all guardian angels. Thank you for your hard work and dedication to saving lives, during the holidays and all year ’round.
One of iCarol’s most versatile features, Online Forms, enables visitors to your website to enter information that, when submitted, becomes a completed call form in your iCarol system. While there are several use cases for iCarol’s Online Forms, one major focus of these forms is in enabling a true continuity of care between the initial service providers (e.g. hospitals, clinics, physicians) and the helpline service following up with the patient following discharge.
Health advocates agree, one of the biggest issues they face relates to following up with patients after they have been discharged. Many hospital systems lack the time, resources, and specialized knowledge to provide a comprehensive continuity of care and as a result are looking to helplines, warmlines, and information and referral services to provide follow-up to their recently discharged patients.
With iCarol’s Online Forms, hospital staff can enter patient information through a website, either yours or theirs, and the submitted information comes into your iCarol system as a completed call form. Once submitted, other actions can occur, including follow-up scheduled automatically and an email sent to one or more of your helpline staff. Then, your staff can use iCarol to contact the patient through a phone call or even a text message. Best of all, the data related to the initial form submission and all subsequent contact with the patient is all kept and reportable through the iCarol Statistics, allowing you to keep track of how many patients you’re receiving, why patients require a follow up from your helpline, and what happened when your staff followed-up with the patients.
We are acquainted with privacy laws like HIPAA (US), PIPEDA (Canada) and the Data Protection Act (UK and Europe). We have safeguards and processes so that we do our part to maintain compliance with these laws, and are willing to sign needed agreements asserting our role in your compliance with them. For more information about iCarol’s security settings and standards, download the iCarol Security Summary.
As more hospitals and physicians look to enhance the continuity of care for their discharged patients, helplines, warmlines, and information and referral services are uniquely positioned to fill this service gap for health providers and using Online Forms may just be the missing link that can help you fill this need.
Saturday, February 4, 2017 marks World Cancer Day. This year’s theme, “We Can. I Can.” was chosen to inspire individuals and communities to take actions to help prevent and fight cancer.
Empire State Building lit blue and orange in honor of World Cancer Day Image: Cancer.org
According to the American Cancer Society, over 8 million people worldwide die from cancer every year, making cancer a global health priority. This year, communities around the world will hold walks, seminars, and public campaigns to raise awareness and educate others on how to eliminate cancer by taking various steps, including cancer screenings, healthy eating, physical activity, and smoking cessation.
Cancer advocates agree there are certain steps individuals can take to reduce their risk of cancer, including making healthy lifestyle choices, knowing the signs and symptoms, being aware of early detection guidelines, and supporting cancer patients and survivors during and after cancer treatments.
As a community, we can all educate others about the link between lifestyle and cancer, dispel cancer myths, encourage healthy living habits at schools and in the workplace, and improve access to affordable care.
Helplines, warmlines, and information & referral services around the world can mark this occasion by spreading awareness of cancer prevention methods and even incorporating a few health workplace activities at their own organization. Together, we can reduce the global burden of cancer and make fighting cancer a priority in our own communities.
Wednesday January 25th is a big day for Canadian mental health initiatives: It’s Bell Let’s Talk Day!
This annual event draws attention to mental health, particularly the stigma attached to mental illness that prevents many from seeking help. The idea is that if we all talk more openly about mental health and are open to conversations about it, it will lessen the shame attached to mental illness. Bell also champions access to care, workplace mental health, and research.
On Bell Let’s Talk Day, people are encouraged to take to social media and discuss the topics of mental health and mental illness, and use the hashtag #BellLetsTalk on platforms like Instagram and Twitter, and watching a video on the Bell Let’s Talk image via Bell’s Facebook page. For participating in these various social media activities using the hashtag, Bell donates $.05 to mental health initiatives and programs across Canada (including many services that are part of the iCarol family!). Bell customers can also participate by texting or making calls. Find out more about how to take part.
To learn more about the impact of Bell Let’s Talk, check out the video below. And check out the Bell Let’s Talk website for more information and a toolkit with everything you need to participate. We hope you’ll follow us on Twitter and Tweet along with us to raise awareness and remove the stigma from the conversation about mental health!
Guest blogger Brenda Patterson is the Executive Director of CONTACT the Crisis Line in Jackson, Mississippi, and serves on the Board of Directors for CONTACT USA.
With all callers/chat visitors we practice active listening and unconditional acceptance. We try to use open ended questions when facilitating conversations and summarize the caller/chat visitor’s plan as we close the conversation. When talking to an individual with an intellectual/developmental disability there can be additional considerations. Let’s look at five:
Person first language is a topic all by itself. Whether or not you know at the beginning of a call or chat if the individual has a disability using person first language in any conversation is important. Person first language emphasizes the person, not the disability. By placing the person first, the disability is no longer primary, but one of several aspects of the whole person. Examples include: “person with an intellectual disability,” “person who has autism,” “person who is blind,” rather than “the mentally retarded,” “the autistic,” or “the blind.” Also consider how you refer to their challenge and devices that help them adapt. Using phrases such as “person with an addiction/mental health concern” “one who uses a wheelchair” instead of “mental patient,” “drunk,” “druggie,” “invalid,” or “wheelchair bound” is preferable.
Consider that people with intellectual/developmental disabilities often share the following thought processes:
– Difficulty with fluidity and flexibility of thinking
– A dislike of ambiguity (black and white thinking)
– Difficulty prioritizing and breaking down tasks into manageable projects
– A tendency for poor generalization skills (a person belongs in one and only one
environment and utilization of a skill in one situation but not others)
Recognize that individuals with an intellectual/developmental disability may think logically about concrete events, but have difficulty understanding abstract or hypothetical concepts. The use concrete examples when facilitating problem solving is helpful.
It’s important to dispel the myth that people with intellectual/developmental disabilities cannot benefit from therapy. In reality many different types of therapy have been found to be effective in treating people with developmental disabilities. Do not hesitate to mention therapy as an option. Although it generally takes longer for people with developmental challenges to make changes, those changes are stable once made.
Because there are higher incidents of abuse in people with any disability, the likelihood of trauma related symptoms occurring are greatly increased, which can be mistakenly attributed to the person’s developmental disability or pre-existing mental illness. Trauma responses generally represent a change from the person’s normal level of functioning.
While there are a number of additional tips to consider when talking to an individual with an intellectual/developmental disability, and there are tips which are specific to individuals with Autism Spectrum Disorder these are primary and apply to all individuals with a developmental disability.
With all callers we want to empower them to advocate for themselves and to generate their own solutions, as well as connecting them with services that can further assist them. Whether you are talking to the individual with an intellectual/developmental disability or their family, it’s important to ask if they are receiving Home and Community-Based Services (HCBS) as provided in the state they live in. HCBS provide opportunities for Medicaid beneficiaries to receive services in their own home and community. While waiting lists can be long, the services provided are invaluable and making application early in the individual’s life is important. It can mean they will have the support they need to be independent in adulthood and be happy and content in the life choices they have made.
Join iCarol at the National Crisis Center Conference in Arizona on October 20th:
“Inspiring Hope” – presented by NASCOD and CONTACT USA. Attendance is essential for crisis organization managers and invaluable for all who work in crisis organizations and call centers. This conference is all about sharing knowledge and camaraderie; you are not alone!
Please come and check out the amazing and definitely hope-inspiring presentation and workshop line-up they have in store for you this year by visiting http://www.nascod.org/conference/
But you must act quickly! Hotel conference discounts end after September 27th and conference registration closes October 7th.
Like so many others throughout the US and the rest of the world, we’re heartbroken over the events that played out early Sunday morning in Orlando. Yet another city’s name has become synonymous with tragedy.
Violence inflicted upon any person or group of people is horrific regardless of the circumstances, location in the world, or nature of the attack. The shooting in Orlando left us saddened because for many who identify as LGBTQIA, clubs and bars like Pulse make up part of the fabric of the LGBT community along with outreach centers and other friendly gathering places. For those who don’t find acceptance at home, these spaces are sanctuaries and the people in them become like family. This act of violence was carried out during Pride Month when members of the LGBT community and their allies are celebrating together.
These events are a sobering reminder that even in times of sweeping progress for LGBT causes and more visibility than ever, danger still exists and for some communities it is an epidemic. The threat of violence makes a huge impact on the mental health and well-being of LGBT people, and losses to suicide and suicide attempt rates continue to be higher among LGBT populations than those of non-LGBT counterparts.
Let us not allow intolerance and violence towards one group spawn persecution of another. Let us all try every day to bring education and awareness to those who may fear the unfamiliar and unknown. Whether that is fear of a sexuality, gender, religion, culture, race, ethnicity, nationality, or other qualities they may find foreign to their own experience. Ignorance, fear, or intolerance can morph and grow into hatred and violence when fed and nurtured. Knowledge and education can bolster tolerance and acceptance. Most importantly, let’s all love and support one another and recognize that when we all stand together in peace and solidarity, we stand stronger.
Darkness cannot drive out darkness; only light can do that.Hate cannot drive out hate; only love can do that.— Martin Luther King, Jr.
To the LGBT and other helplines around the world, thank you for being the light that drives out darkness for so many people.
Crisis Hotlines have been around for over 40 years, and so have individuals that call regularly. These types of repeat calls are often referred to as exhausting, challenging and frustrating. Viewing these calls as such can introduce the danger that someone in actual need may not receive the full benefit of the services offered. Though the caller may not be presenting a crisis at the moment, your support and empathic listening can aid in the prevention of escalating into a crisis. Often times, the callers are utilizing the same unsuccessful maladaptive coping skills to try to resolve their situation. They have most likely burned many bridges, have very little or no support from family and friends, and feel lonely and isolated. They are often turned away and told no or that nothing more can be done. It is important to remember that these callers can also experience crises.
As many centers are adopting a trauma informed care approach, the use of recovery oriented language and care is emerging. The term Frequent or Chronic caller is being replaced with Familiar or Experienced caller, to name a few.
Some centers or crisis workers struggle with setting limits and boundaries. Callers can benefit from the structure and learn to develop and rely on their own strengths. The callers are the experts on what helps them and it varies for every person.
Challenge yourself and your center to create a thoughtful approach to handling these calls, while maintaining boundaries, consistency, and setting limitations. Establish firm and consistent boundaries in a respectful manner. Some centers have time limits per call, others have limits on how many times an individual can call. Once you decide on a limit, it is important for all crisis workers to remain consistent. Create a clear guideline for crisis workers to follow. Example below:
Initial call of the day:
Listen, reflect feelings
What has changed since your last call?
What was your plan when your last call ended? Have you tried…?
Have you followed through with your plan?
What else can you try?
When speaking with someone who has been contacting your center several times per day, it is okay to ask the individual:
To restate their crisis plan
Who else can they call besides the crisis hotline?
Be cautious of providing the same intervention techniques each time, it can be beneficial to treat each call like a brand new call every time. Perhaps something has changed and what didn’t work yesterday may work today. Remember there is value in listening and acknowledging their reality. Consider what it must feel like to live with this every day.
1. Help the individual identify the precipitating event that caused them to call/chat/text. “What has happened/changed since your last call?”
2. Help the individual prioritize and stay focused. Acknowledge that it seems there has been a lot that has affected their lives. “I’m wondering, which situation is most important for you to resolve.” “What can I help you with today?” “From what you have shared, there seems to be a lot going on for you. Which one is the most worrisome for you today?”
3. It is better to interact than react. Validate that they are doing the best they can. “It sounds like you are doing the best you can. What can you try differently to cope with this?”
4. Identify coping skills. “What has helped you in the past? Have you tried that today?”
5. Help them explore new, healthy coping skills. “I’m wondering if you have thought of new ways of coping.”
6. Explore the importance of retelling their story repeatedly, “How is this helpful for you?” “What are you hoping to get from this conversation today?”
7. Empower them to work toward recovery.
8. Limit exploration of the situation and problem solving.
9. Help the caller focus on what he/she can do to help him or herself today.
10. Support the caller in developing a reasonable, specific and attainable plan. Provide additional resources, such as a warm line for support.
Other helpful statements:
“You really seem comfortable doing what you have always done, that’s more familiar to you. How would it be for you to try…”
“It sounds like you feel scared to make any changes.”
“It sounds like you have a sense of what it is going to take to change and you’re not sure you want to do that.”
“It seems discussing your past experiences are more comfortable for you than trying to make changes.”
For research on Familiar callers, please use link below for information:
Depressive disorders are extremely common — 15.7 million American adults experienced a major depressive episode in 2014. It’s much more than simply feeling sad, it’s a medical condition with physical symptoms. Check out the infographic by Mental Health America to learn more as we continue our recognition of Mental Health Month, and be sure to visit their website for lots of great materials to help you spread the word to your community.