Mental Health Association in New York State, Inc.
(Publication Archives)

Community Connections, Winter 2002/2003

Crisis Line Staff Have Come a Long Way
By Patricia E. Moniot, Chautauqua County, a first person opinion

Twenty years ago, mental health patients could well be afraid of calling the Crisis Line. There was a double standard in the staff’s attitudes. The staff felt free to kick up their heels, shout, lecture, interrupt, restrain, restrict, and drug their clients. They often felt superior to the patients they served, and thought they were better than their patients. They talked down to them, calling them “kid” or “honey”. They refused to believe anything the patient said. They were too busy to listen, especially if the patient spoke or thought slowly or shyly.

Today the Crisis Line calls itself the Mental Health Line or the Information Line, terms that are not intimidating or threatening. The counselors listen carefully to ascertain just how bad the crisis is, and just how to handle it in the least intrusive way. Quite often, intervention does not become necessary, because the counselor sympathizes with the caller, related his own human experiences to those of the caller, and brings a solution out of the person’s own mind and lifestyle. The patient, therefore, does not lose self-esteem and feels more comfortable at once. Even the lonely or compulsive caller is not turned away or made to feel burdensome. Many trips to the emergency room are avoided because the Crisis Line defuses so many crises.

If more mental health consumers realized what an asset the Mental Health Line can be, perhaps they would not be afraid to ask for help before things got out of hand.

posted 1/28/03