Why We Answer the Call: Reflections from 988 Crisis Intervention Counselors
Every day, people in crisis dial 988, seeking help in their darkest moments. On the other end of the line are compassionate and dedicated Crisis Intervention Counselors. These individuals have committed themselves to offering hope, support, and a lifeline to those who feel lost.
What is 988?
The 988 Suicide & Crisis Lifeline is a national network of local crisis centers that provides free and confidential emotional support to people in suicidal crisis or emotional distress 24 hours a day, 7 days a week in the United States. As part of this network, Seven Counties Services operates a local 988 team with trained Crisis Intervention Counselors available to the community.
What motivates this team to take on such emotionally intense work? Below, Seven Counties Services 988 Crisis Intervention Counselors share their personal accounts of why they do what they do. Through their stories, you’ll hear firsthand accounts of lives saved, the emotional weight of the work, and the moments of connection that remind them why their role is so vital. Names and identifying information have been removed for confidentiality.
The Frontline Worker
I spoke with a caller who worked as the most essential person in their hospital during the COVID-19 pandemic. They had a skill no one else had, and it was probably the hardest job during 2020. They called us almost every morning on the way to work with the desire to drive their car off the bridge they crossed. This person stayed alive because the children in our community needed them, they were the best at what they did. They called for over a year feeling like a burden to the counselors, but always made the call anyway.
No caller will ever be a burden. And I’m not sure what turned this caller around but call by call they started to feel more hope. They decided to give medication another try and wanted to take new steps they had never tried before. With my whole heart, I believe that caller is alive today because they were brave enough to call us during their worst moments. It’s a good thing when our team falls out of contact with a caller, and I have hope that they are living the life they deserve. They are an amazing person, and I hope we helped them see that.
The Ripple Effect
As a counselor, I started this job almost a decade ago with no self-esteem. Being a Crisis Intervention Counselor was most of my personality because it gave me purpose and a sense of value. As the calls piled up and I told people day after day that it was okay to struggle, that energy isn’t infinite, and they deserve rest – I started to accept those truths for myself. If I could say these heartfelt things to strangers, and mean them completely, I figured I should start talking to myself the way I would a caller.
It took a few years of coming back and correcting my negative thoughts, giving myself the full crisis counselor experience, and it worked. I remember the moment my capability hit me, out of nowhere I thought “I really can do anything I dedicate myself to.” I was content to be a crisis counselor for a long time, and I still love talking to the community, but after that revelation I wanted to do more.
I have goals of educating our community, advocating for funding, and growing in my field. These are goals I never would have been able to chase without the constant affirmation that it’s okay to struggle, and giving 10% doesn’t mean you gave up, it just means you gave 190% somewhere else. I love this work, and I believe in what we do. I want to take that passion and spread it to the next generation of counselors.
Why I Do What I Do
I originally started this job to gain practical experience in the field of mental health and figured it would look great on my resume. It turned out to be much harder and more stressful than I realized, and it soon became more than a part-time position to me as I saw how many people struggle with staying alive each day. Being there for people when they have nowhere else to go – when they literally see the option of taking their own life as easier than going on living – and being able to give them back some bit of hope to keep trying is a feeling that I can’t even put in words. Helping people on the hotline has made me feel like I matter, but showing that the caller’s matter, is why I do what I do.
What My Job Means to Me
My role as a Crisis Intervention Counselor gives me a feeling of making a real difference for the community. It allows me to help people who might not be willing to reach out to help anywhere else because our line is anonymous and confidential. We get to work with good people and our staff work with each other to help callers when needed. If our line didn’t exist, many people would never get help, or even die by suicide. This line really does save lives.
Full Circle
I was a Chemistry PhD student when I moved to Louisville. I was having trouble adjusting and experiencing depression and suicidal ideation. I was lonely and didn’t have anyone to talk to. I remember I called the 988 line four times in one day. The call taker sent someone to my apartment that day and they connected me to resources and therapy. That person helped me stay alive and six years later, I get to work alongside them. Today, I can say I’m finishing up my PhD in Social Work and I get to help others just like I was helped when I needed it. I’ve learned you never know who is going to be at the other end of a call, but just being a listening ear can be so powerful for many.
988 Resources
At Seven Counties Services, we want you to know you are not alone! People are working right now who care about you and want to support you and help you feel better in whatever you are going through! If you or someone you know is struggling and are in need of help, please call 988. It is available to all people, always, from anywhere. Access our printable resource sheet to learn more about the 988 Suicide & Crisis Lifeline.
Crisis Intervention Counselors are here for what may be the most critical moment in someone’s life. If these testimonials resonate with you and you’re interested in learning more about this needed line of work, please visit our careers site. You can apply, join our talent community, and email or call us with any questions. Choosing a path with Seven Counties Services is more than a career – it’s a purpose!
Reviewed by Geneva Robinson M.S., the Director of the Crisis and Information Center for Seven Counties Services.
