Listening & Support

The first point
of contact

About
FirstLink

Listening & Support

FirstLink HotLine is a neutral place people can call just to talk if they feel that there is no one else to talk to or don’t have a good support system at home. Volunteers and staff are trained to listen to callers issues to be nonjudgmental and be open to anything.

DO I NEED TO BE IN CRISIS TO CALL?

NO! Many callers just have something on their mind they want to talk over with someone who is not part of the situation.

HOW DOES HOTLINE HELP?

We help by really listening. You can call when you need to talk to someone who is supportive and nonjudgmental, and who will try to understand what you are feeling. We can help you think through the situation or problem and explore options.

DO YOU GIVE ADVICE?

NO! Surprisingly we do not give advice. We believe people know best their situation and what is the best for their life. Our role is to be a sounding board and to help you reach your own answers.

IS TALKING TO THE HOTLINE KIND OF LIKE GOING TO THERAPY?

NO! The kind of help we offer over the phone is very different than professional therapy. HotLine support is focused on the present and what you are going to do now. If you are interested in receiving therapy we can refer you to a therapist in your community.

WHO ANSWERS MY CALL TO HOTLINE?

HotLine phones are answered by people from the community who have a desire to help and have great listening skills. All HotLine volunteers and staff receive over 45 hours of intensive training and supervision before beginning their work answering the HotLine phones.

WILL MY CALL BE CONFIDENTIAL?

Confidentiality is one of our most important policies. Every volunteer and staff members signs a strict confidentiality agreement before they can enter our facility or talk with a caller. The critical importance of protecting confidentiality is emphasized during every phase of training and HotLine work. That being said, there are two circumstances in which we might need to break confidentiality: 1) We are required by law to report the abuse or neglect of vulnerable persons (children, the disabled, the elderly, and those in institutions) when we have been given identifying information. However, the caller always has the option to talk about the abuse situation and to receive support without telling us identifying information such as names, locations, or phone numbers. If the caller does not choose to tell us such information, we have no means or requirement to file a report; 2) We may, in very extreme circumstances, break confidentiality to the extent required to save a life. This is very rare. No caller should assume that HotLine will attempt to send help against their will. In the great majority of calls, even when the caller is seriously suicidal, we protect the caller’s expressed wishes and confidentiality, even where we are worried.

WE HOPE THESE ANSWERS HAVE HELPED TO UNDERSTAND WHAT HOTLINE DOES AND WHAT IS MIGHT BE LIKE TO CALL US. IF YOU HAVE ADDITIONAL QUESTIONS OR CONCERNS PLEASE SEND E-MAIL TO OUR DIRECTOR OF HOTLINE OPERATIONS OR CALL HOTLINE, 24 - HOURS A DAY.