Today about one in four American adults are living with a diagnosable mental disorder. However, the average American’s understanding of mental illness is minimal at best and often the stigma surrounding individuals with mental illness is almost as harmful to them as their actual disease. To further complicate matters there is a large sector of the population that does not have a diagnosable mental disorder, but still needs some help from time to time dealing with the overwhelming stress of everyday life. While there is certainly no one solution to address these concerns, there is an option that most Americans fail to take advantage of: the phone hotline.

Whether individuals are discouraged from calling because they think it is weird, are embarrassed of their issue, or they think that no one cares what they have to say- they are missing out on an opportunity that could potentially make them feel a whole lot better, and it’s free.
Let’s be honest, we could all use a little therapy. Talking just makes you feel better, and talking about yourself to a rapt audience, well who could ask for more? I am a volunteer counselor at a major American University’s peer counseling and crisis intervention hotline and although not all hotlines are alike in their procedure or practice, I wanted to highlight some of the little known facts about the phone hotline I work at, in order to better educate the average person about this important resource. First of all, no issue is too big or too small to talk about and once you take the first step and call, extremely well trained counselors are there to listen with an empathetic ear and unconditional positive regard. In my experience, volunteers usually participate in this type of work because they
have had a time in their own life when they needed help as well. While calls are kept confidential and anonymous, it is always possible that the person you call for help has been on the other end of the phone before.
Volunteers at my hotline are interviewed and then accepted based on different criteria; including their ability to be non-judgmental, their empathy skills, and their passion for helping others. A rigorous training weekend ensues, followed by a semester of weekly “on the job” teaching. Trainees receive practice calls from counselors and each call is then scrutinized and strategic listening and counseling skills are discussed. Usually after about two semesters of learning, a trainee will take an oral exam and it will be determined whether or not this new volunteer is ready to answer phones on their own.
My phone hotline has many different listening and helping strategies which its volunteers employ, and is prepared to deal with a myriad of potential issues. We practice Rogerian client-centered therapy which means we do our best to let the callers talk about their issue and come to their own conclusions about their feelings and potential courses of action. In general there is a basic flow to a call that includes active listening, empowerments and options. First counselors listen to a client, repeat back to them their thoughts, paraphrase their stories and try to focus in on specific feeling words. By acting as a sounding board, a counselor has allowed a caller to listen to themselves, clarify behaviors, and discover patterns. Counselors also empower callers by determining what the caller deems positive behavior or thoughts and highlighting the good things that are coming from these behaviors or thoughts. If the counselor feels it is appropriate based on the rapport between themselves and the caller, the conversation may turn to options. In this portion of the call the counselor suggests resources and courses of action to address the issue discussed, and asks the caller whether or not they would feel comfortable trying that option, allowing the caller to choose for him or herself what is best. Volunteers never give advice, say “I think” or “you should.” We are not licensed psychologists or medical doctors, simply people who want to listen and help people discover their own path to contentment.
Hotlines can be a great resource for individuals battling physical illness as well. It can be overwhelming and frustrating to deal with a sickness by yourself and talking about how you are feeling to someone who really cares can be a great cathartic release. Each call is specifically focused on your emotions and needs and if you like to keep your issue private, hotlines are also anonymous. While counselors may not be facing the same struggles as callers, they have excellent empathy skills and helpful resources. For a person living with a disease, a hotline cannot provide a cure, however it can help strengthen resolve and renew a positive spirit, just through talking.
The use of phone hotlines is intended for anyone, however if you are looking for a long term solution to a mental illness or chronic problem this is not the correct venue. For individuals living with a mental disorder calling a phone hotline is a great way to supplement other therapy, however it is not a singular remedy. For more intense and specific help, psychotherapists practicing cognitive behavioral therapy may be a better option. But don’t be discouraged, if talking to a hotline counselor sounds like it may be right for you, taking the first step to call is often the hardest part. You can easily search the internet for a hotline that is near you and specific to your needs. Veteran volunteers have heard it all- screamers, heavy breathers, people who need to cry, stories about death,
rape, abuse, disease, suicide, and eating disorders. We work here because we want to listen and because we are not going to judge you, no matter what you tell us.
Article written by Elizabeth Dillon, © 2008 Butyoudontlooksick.com
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Elizabeth Dillon volunteers at the University of Maryland-College Park Help
Center. If you need someone to talk to, please call 301-314-HELP or visit
http://www.umdhelpcenter.org/
Dr. Allison Conner, Clinical Director of Cognitive Therapy Associates of
Manhattan can be reached at 212-258-2577 or at her website:
http://www.cognitive-therapy-associates.com/
Statistics: National Institute of Mental Health. (April 3, 2008). Retrieved
June 20, 2008, from http://www.nimh.nih.gov/health/statistics/index.shtml