MANSFIELD, Ohio – Catalyst Life Services knows that sometimes just having someone to talk to can make all the difference.
That’s why, in July 2014, the organization launched a “warmline” – a non-crisis support line with specialists ready to listen and provide support. The name comes as an alternative to a “hotline,” due to the non-emergency nature of the calls received.
Laura Montgomery, housing director at Catalyst Life Services, supervises the crisis stabilization unit including the helpline and the warmline. She explained a warmline was added as a compliment to the more crisis-focused helpline.
“We were tending to get a lot of non-crisis, softer calls, people that were just needing support, and it was a juggle because obviously the crisis calls are a priority,” Montgomery said. “We did some research on warm lines and decided the community could benefit from that.”
The warmline is staffed by four peer support specialists employed by Catalyst Life Services. Montgomery said these specialists are often in recovery themselves.
“We know people in recovery and people with mental illness often look to their peers for support and are wanting people that can relate to what they’re going through,” she said. “They might not have anybody to listen or maybe are feeling isolated and just need that support and encouragement.”
Montgomery explained callers to the helpline are people who need immediate action and attention, perhaps someone who may be feeling actively suicidal and is in need of law enforcement or an escort to the hospital. In contrast, calls to the warmline are primarily people with mental illness.
“It could be depression, anxiety, schizophrenia, some may be experiencing symptoms of bipolar disorder and may be feeling manic and just need somebody to help talk them through that and utilize their coping skills,” Montgomery said.
The warmline also offers callers information about local resources available, or support for a wellness plan. Montgomery said calls may come in looking for community services such as a food pantry or help with housing or clothing.
According to Montgomery, the warmline can sometimes receive 20 to 30 calls in one day. The warmline is available from 1 to 9 p.m. Monday through Sunday. The helpline, in contrast, is open 24-7.
“We find that evening hours tend to be when people are looking for the most support,” Montgomery said. “People may work during the day or go to appointments. But when they come home in the evening is when loneliness will set in or they may tend to isolate more, and want somebody to talk to.”
Most importantly, the warmline is there for specialists to direct their focus on active, non-judgmental listening. Montgomery said the most support comes from somebody being there to listen, show compassion and really care about what a caller is saying.
“Sometimes the specialists say very little during the conversation but that’s what that caller needs; they just need to know somebody hears how they’re feeling and hears what they’re saying,” she said. “Sometimes they don’t have any other support, and to know they can pick up the phone at the end of the day and have somebody to talk to makes a difference.”
Those feeling isolated or lonely and needing someone to listen should call 419-522-4357 and ask to be connected to the warmline. The warmline is not a crisis line. Someone in crisis or experiencing a mental health emergency, should call the helpline at 419-522-HELP (4357).
