Suicide Prevention Hotline
Donation protected
I am raising money to support an initiative that prioritizes the Suicide Prevention Hotline's caller experience.
The beginning of my story:
I recently called the National Suicide Prevention Hotline, hoping that they would have tips, words of wisdom, and direction in support of people around me. Here's what happened:
It took several times for my call to go through.
When it did, I was greeted by an automated/robot voice that tells you who you are calling, that the hotline also serves veterans, and please wait while they route your call.
I was on hold for almost 26 minutes before I got to a live person.
The whole time that I was on hold, I listened to jazz music alternating with a prerecording of "This call may be monitored for quality assurance."
When someone answered, I could hear many other phones in the background ringing, so I assume a longer wait time is due to increased need and fewer support professionals (so scary in its own right.)
When I did connect with a counselor, she was very helpful and provided me immediate and actionable advice during a moment of distress.
But I am Moved. Disturbed. Sick. Sad. Angry and Motivated following that phone call.
For 26 minutes, I empathized with a caller that might be facing their own mental health crisis and imagined what those 26 minutes would feel like. I imagined how dark of a place you might be in and how hopeful you might be when you actually dial that number. I thought about how that number is found in any search or article about prevention.
I know that I am not a mental health expert or versed in suicide prevention, and I empathize with the front-line workers to our country's mental health crisis.
But I do design and improve experiences for a living, and I can imagine a much-needed transformation. I imagine small changes that could have a huge IMPACT and save lives. What if a human voice was used to automate the call? What if they had custom scripts and greeting, what if while on hold, there were meditations, counting, or messages of support and hope, what if there was any follow-up, even opt-in follow-up. What if I could have texted instead of called? This hotline could serve at arguably one of the most critical points in an individual's journey.
I recognize that I am new to this space and don't have access to all of the information, funding, structure, limitations, but I am now a hotline user. And now, I can't unknow the possibilities.
I am going to try and do something to improve the caller experience. I am raising money so that any possible improvements will not tax an already overburdened but vital resource.
The beginning of my story:
I recently called the National Suicide Prevention Hotline, hoping that they would have tips, words of wisdom, and direction in support of people around me. Here's what happened:
It took several times for my call to go through.
When it did, I was greeted by an automated/robot voice that tells you who you are calling, that the hotline also serves veterans, and please wait while they route your call.
I was on hold for almost 26 minutes before I got to a live person.
The whole time that I was on hold, I listened to jazz music alternating with a prerecording of "This call may be monitored for quality assurance."
When someone answered, I could hear many other phones in the background ringing, so I assume a longer wait time is due to increased need and fewer support professionals (so scary in its own right.)
When I did connect with a counselor, she was very helpful and provided me immediate and actionable advice during a moment of distress.
But I am Moved. Disturbed. Sick. Sad. Angry and Motivated following that phone call.
For 26 minutes, I empathized with a caller that might be facing their own mental health crisis and imagined what those 26 minutes would feel like. I imagined how dark of a place you might be in and how hopeful you might be when you actually dial that number. I thought about how that number is found in any search or article about prevention.
I know that I am not a mental health expert or versed in suicide prevention, and I empathize with the front-line workers to our country's mental health crisis.
But I do design and improve experiences for a living, and I can imagine a much-needed transformation. I imagine small changes that could have a huge IMPACT and save lives. What if a human voice was used to automate the call? What if they had custom scripts and greeting, what if while on hold, there were meditations, counting, or messages of support and hope, what if there was any follow-up, even opt-in follow-up. What if I could have texted instead of called? This hotline could serve at arguably one of the most critical points in an individual's journey.
I recognize that I am new to this space and don't have access to all of the information, funding, structure, limitations, but I am now a hotline user. And now, I can't unknow the possibilities.
I am going to try and do something to improve the caller experience. I am raising money so that any possible improvements will not tax an already overburdened but vital resource.
Organizer
Andrea Mac
Organizer
Glen Ellyn, IL