Volunteers Soothe Callers During Crises
Clare Deahl has been talking to people she doesn’t know for 28 years. A volunteer, she spends four hours a week staffing the telephone lines at First Call for Help.
First Call for Help is a 24-hour-a-day, seven-day-a-week, community information and crisis intervention line. It gives people access to information, assistance, referral and crisis response with one phone call.
The line got its start after the United Way’s information, assistance and referral line merged with Spokane Mental Health’s 24-hour Crisis Hotline in April 1996. Staff for the two resources found that many of their calls were overlapping; the services combined to provide high quality resource information while avoiding duplication.
First Call for Help’s staff is composed entirely of volunteers. The volunteers attend 30 hours of training which includes instruction in supportive listening, communication skills, how to access information, how to refer callers to relevant resources, and an overview of mental illness and Spokane Mental Health services.
However, volunteers are not limited to this information. They are invited to attend semi-annual volunteer training, and have access to Spokane Mental Health staff training.
“Volunteers are instrumental in making (First Call for Help) successful,” said Terri Ann Fredette, Spokane Mental Health’s Community Relations Coordinator. “We would not be able to provide the community this service without them.”
The program has about 55 volunteers, but still needs 20-25 more, said Joanne Calhoon, First Call for Help Supervisor.
During Ice Storm, First Call for Help’s volunteers readily met people’s needs. At a time when many were without power and couldn’t access televised information, the line served as a primary mode of communication. It got people connected with the shelters and food banks, said Calhoon.
In 1996, First Call for Help received 54,776 calls, Fredette said.
Providing this tireless service to the community has a positive impact on the volunteers as well, Deahl said. She has continued her service for so many years because she “really believes in what they (First Call for Help) are trying to do,” she said. “As people, sometimes we don’t really ‘feel’ heard. This service allows people that opportunity. Any call that makes someone feel better is triumphant (for us),” she said.
If you need information on community resources, are experiencing a crisis, or just need a supportive ear, First Call for Help’s number is 838-4428. For information on volunteering, call 838-4651.
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