This Suicide Prevention Month, Integral Care is proud to introduce to our community some of the incredible staff members who work as operators on our 988 Lifeline in Austin and Travis County.
Imani is one of the incredible operators of the 988 Lifeline, working on the Chat and Text team. She fields messages from members of our community every single day, offering caring, kind, and compassionate support to every one she speaks to. Read more about our conversation with Imani below!
Q: How long have you been working on the 988 Helpline?
A: I have been working on the Chat and Text team of the 988 Lifeline for a year and a half now.
Q: Every caller and every situation is different, but can you walk us through the basics of a 988 Lifeline conversation?
A: I like to think of the 988 Lifeline as a first line of defense when folks are experiencing a crisis. If they’re having thoughts of self-harm, suicidal ideation, or any kind of crisis, they can reach out to us. Even if they are concerned about someone else!
My number one, non-negotiable priority is to assess for safety and suicide risk. Once that is done, I move on to figuring out what kind of support the person may need, or whether they need to be de-escalated from an ongoing crisis. The most important thing is to keep people as safe as we can and make sure they know that this is a time and space where they will be heard.
Q: What is something people may not know about the 988 Lifeline?
A: You can chat or text with the Lifeline! If someone is experiencing a crisis and is ready to reach out to us, they may not feel comfortable speaking over the phone. There is also the possibility that they are not able to speak with us. Having the option to send a chat or text message makes the Lifeline more accessible to more people.
Q: What kind of callers do you speak to on the 988 Lifeline?
A: I notice that many school-aged teenagers will text the Lifeline; many may reach out during the summer, when they’re not able to see friends as easily. We hear from them at the beginning of the school year, too. It’s a nervous time! During the holidays, we will often see an increase in the number of parents calling, stressed about providing for their families. In the spring, we will hear a lot from high school and college graduates who are worried about the future, but it’s OK, that’s why we are here.
Q: Is there a memorable experience from the 988 Lifeline that you can share with us?
A: I have had quite a few positive experiences! When someone reaches out from a really dark place but feels brighter by the end of the chat, that really does make me feel good. I’ve been told, “You have no idea how much this helped me,” or “Thank you for what you do,” or even “I’m still working through it, but I do feel a little better.” When someone is at their lowest and they walk away from the Lifeline feeling hopeful, that is the best feeling.
In particular, I love speaking with the teenagers who message the Lifeline; it’s an opportunity to give them perspective and encourage them to advocate for themselves. Many have verbalized wanting to go to therapy and see a therapist! It’s a great occasion to point them to great resources.
Q: Taking these calls can be difficult. How do you take care of yourself?
A: I love a good massage! I have a monthly membership to a massage studio that allows me either a massage or a facial. I have two emotional support dogs that I rely on, especially through hard days. Recently, I have been getting into home decor and personalizing my space, too!