By Fred W. Franck, LISW, LMHC

	Introduction		What to Avoid
	Locating a Hotline		You Have a Right
	Making the Call		Follow-Up
	What to Expect		Summary

Introduction

During these times of national tension over weather emergencies, terrorism, and war, we often see emergency hotlines set up to handle questions and offer support. These hotlines are resources that can prove invaluable both on a personal level and in obtaining access to resources that people may need in these very uncertain times. A hotline can assist with referrals or simply offer much needed emotional support when anxiety, depression, anger, grief, loneliness and fear are at their highest.

Locating a Hotline

You can often find hotlines or crisis lines listed in the phone book or on the Internet. Many times these numbers are posted on the television or broadcast on the radio. It is important that you call an organization you can trust, and one that best fits your comfort level and particular need. It is helpful to write down your questions or concerns prior to making the call. This will help you organize your thoughts, save time, and avoid the necessity to call back.

Making the Call

Once you have decided to call, have a paper and pencil handy to write down notes to help you remember needed information or cope better with the event. You can also then create a list of additional phone numbers the hotline worker gives you of other resources to help you deal with the crisis. Be patient and prepared to wait. Many calls may be coming into the center, but it is important that you stay on the line. Have your radio and television turned off or volume down so you will have full concentration.

What to Expect

Who is on the other end? A reputable hotline will be staffed with trained people. Often they are social workers who are equipped to handle a variety of questions and emergencies. They are a quick and ready resource to help you cut through unnecessary red tape. The person at the other end of the line should be friendly, courteous, and caring. They know that it is a sign of strength to ask for help, not weakness. More importantly, they will listen. A good hotline worker doesn’t just talk or give advice. They also know when to be quiet and just listen. They know this is your story and it is sacred as well as confidential. Often, the mere telling of your story is both healing and motivating.

What to Avoid

You should not be asked personal information such as your name, address, social security number, phone number, etc. Neither should you be asked for money or a contribution. Do not give out credit card information. In certain life and death emergencies you might be asked for your name, address, and phone number, so that emergency response teams may locate you. However, in general this will not be the case.

You Have a Right

You have a right to this assistance, and to expect a courteous and efficient response. You have a right to ask for the qualifications of the person answering your call. If you are talking to a licensed social worker, you have the right to ask their name and their state license number. If you are not happy with the person you are talking to, don’t give up. Ask to be transferred to another person or simply call back.

Follow-Up

After you hang up, take a moment to organize your thoughts once again. Try to relax, knowing that there are people out there who care and are trying to help you. You are not alone. Call any other numbers provided to you by the hotline staff. Don’t quit. Don’t give up. If you hit a snag or get disconnected, call the hotline back.

Summary

Your call is important. It is the appropriate action in a time of deep uncertainty. Nothing is trivial or stupid at these times, and will not be treated as such. You do not have to be an adult to make this call. These services are available to everyone regardless of circumstances or age. Most hotlines are a toll free call. There is never a need to go it alone. A helping hand is there — take it.