The intent of a mental health "crisis line" is to help people who are experiencing severe mental trauma or who have thoughts of killing themselves. A 2020 study published in the National Library of Medicine called "The Effectiveness of Crisis Line Services: A Systematic Review," found that after one week of observation, just over 69% of respondents were satisfied with the help they received. However, 31% of respondents were not.
The feeling of being marginalized by "crisis lines" is not uncommon and it is being openly expressed online.
According to posts on the site Quora about the topic, some people say they felt disillusioned with crisis lines. Others say they felt dismissed, while others say that crisis lines are "useless" and a "disservice." Part of the problem lies in knowing what a "crisis line" actually does. The other part lies in how exactly a "crisis" is defined. Although there is some direct help available for those experiencing suicidal thoughts, for others, "help" is usually in the form of referrals to other therapists in the caller's area. The drawback of that is that the "help" is not immediate. Although referrals are part of the service provided by "crisis lines," those working on the other end of the phone can dole out advice which some people find unnecessary and condescending. According to a 2019 article published in Healthline, a 32-year-old woman named Kaley was experiencing thoughts of killing herself. When she called a suicide hotline, she said she was told to go do her nails and get her hair done in order to deal with her problem. The article points out that hotlines have limits in what they can do. However, there is a distinction between the different types of services available through the phone.
An ABC News report from 2022, says a "crisis line" is more for people experiencing a severe mental health episode. A helpline is for less urgent needs, like for a person experiencing depression.
Mary Givelber with Caring Contact, an organization that bills itself as an "award-winning, volunteer-staffed caring and crisis hotline and listening community," told ABC News, “we listen, we do not fix." She also said that the aim was to help callers take control of the situation.
Despite that, those who feel shafted by either a "crisis line" or a helpline say they are not being listened to. "I was desperate," said a person going by the name "Momento Mori" on Quora. "I called the hotline, and the lady said she couldn't hear me."
Moments later when he called back, he was told he needed to call again in 24 hours. "Momento Mori" was in disbelief.
"She just said 'yes sir I'm serious, call back tomorrow.' And she waited for me to hang up despite me trying to talk to someone," he said.
"Diane Murnane" said talking to people on "crisis" and suicide hotlines was "like talking to a defective robot. I end up in much worse shape and regret making the call in the first place." She details the struggle she went through trying to talk to someone.
In the end, she said, "I really wish I had somewhere to turn when I’m in crisis, but the sad truth is, I don’t." In an update, she called local crisis services "totally unresponsive" and that her grievances toward the "crisis line" were "considered 'unsubstantiated' because their policies were not violated."
Samantha Levine, whom at the time was with UCLA’s Behavioral Health Associates, said to HelpLine that there are options for those who feel disparaged by both "crisis" and suicide hotlines. The first thing she said was to recognize whether a person was having "a passive suicidal thought" or whether they had actual plans to kill themselves. “It’s important to help people understand that just because you are having these emotions, it doesn’t necessarily mean that you will lose control or act on your thoughts," she said.
Making sure one is a safe environment is key, said Levine.
“If there are weapons around, what can the person do to secure those weapons? Is there another location they can go to until the urge to harm themselves has passed? Can they involve someone else to help them?”
One suggestion provided in the article is using what it calls "virtual self-care resources," citing specifically a website called "youfeellikeshit.com." On that site, a person answers a series of questions to help them become proactive in getting a hold on their emotional well-being through a series of activities. They can be anything from taking a nap to talking to someone to keeping busy through a routine activity.
The other site mentioned is WYSA, which uses an A.I. program combined with human support. The program responds to the user's current emotional state. According to the FAQ's (Frequently Asked Questions), the service is free to use. They also offer a premium version that offers more features.
Having mental health issues is more than just feeling depressed or suicidal. There are other feelings and experiences that require, if not demand, just as much attention as depression and suicide.
While there is no immediate cure for any of them, the Helpline article says the suggestions mentioned and others can help an individual "deescalate" the situation so that they can realize a solution from a more "stable point" in their well-being
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