What inspired you to become a 988 operator?
I became a 988 Manager/Clinical Consultant because of my passion for helping people. One thing I have always known is that I wanted to make a difference in the lives of others, and this position allows me to do that every day. It gives me the opportunity to support individuals who contact the crisis line, but even more importantly, it allows me to support the 988 operators who handle those difficult calls each day.
What does a typical day look like in your role?
My days are rarely the same. Each day, the other 988 managers and I support the call center by ensuring coverage, supporting our team members, and monitoring quality of service. I have also been fortunate enough to assist with crisis counseling training for all of our team members and encouraging wellness through the framework of WRAP (Wellness Recovery Action Plan). As an Advanced Level WRAP Facilitator, I am able to teach new WRAP participants the importance of wellness and recovery planning, while also helping experienced WRAP facilitators learn how to effectively teach the curriculum to others.
What is one thing you wish more people understood about mental health support and the 988 Lifeline?
You do not have to be in crisis to reach out for support. You deserved to be heard and treated with unconditional high regard.
How does your work make a difference in our community?
Connecting people to all the resources that are available to them makes a world of difference. People need to know there is support out there and that there are people who are ready and willing to help.
What qualities are most important when helping someone in crisis?
When helping someone in crisis, empathy, patience, and the ability to actively listen are important skills to have. People want to be heard and cared for; we do not fix people. Instead, we help them come up with a crisis plan that works best for them and remind them of all the supports they have available.
What has working at UWWF taught you about compassion and connection?
Working at UWWF has taught me that connection and compassion are a resources we can create in abundance. The team at UWWF has shown this through the meaningful impact that it has made on the community since it started.
What advice would you give to someone who may be struggling but is afraid to reach out for help?
One piece of advice I would give is to remember that reaching out for help is a sign of strength, not weakness. It can be overwhelming and sometimes you have to start small, just reaching out to a close friend or simply writing it down, its just important that you start.
How do you practice self-care while working in such an emotionally important role?
One thing experience has taught me is to find your support system, nurture that support system, and lean on it when you need it. We all need someone at some point, and the people who care about you want to help.
During Mental Health Awareness Month, what message would you most like to share with the community?
Be Kind to yourself.
What is the most rewarding part of your job?
All of it! I love my job.