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.
Beatriz is one of the amazing operators who works on the 988 Lifeline. Every day, she takes calls from all kinds of people seeking a listening ear, reassurance, or even understanding. Read more about our conversation with Beatriz below!
Q: How long have you been working on the 988 Helpline?
A: It has been a year and five months since I’ve been working on the 988 Lifeline! I am a Qualified Mental Health Professional (QMHP) Call Taker.
Q: Every caller and every situation is different, but can you walk us through the basics of a 988 Lifeline conversation?
A: The first thing to do is to make sure the person calling is safe! When you pick up a call in a friendly, kind, and supportive way, you make it possible to establish trust early. It’s important for a caller to feel comfortable, because they are about to open up about sensitive information.
I make sure to remind callers that I understand they may feel nervous, but that we do not know each other; this is a safe space for them to speak. Once it’s clear that they are safe, we can talk about needs for support, if any, or I can just listen.
Q: What is something people may not know about the 988 Lifeline?
A: Many times, callers will tell me that they haven’t spoken to anyone for several months. Months at a time. Connection is incredibly important! Everyone needs kindness and human connection, especially now. People are alone, but it is critical for them to know that support is available to them.
Q: What kind of callers do you speak to on the 988 Lifeline?
A: So many different people! I will often receive calls from the elderly. Maybe they haven’t had a visit in a while, and they just want to be able to speak to someone. I will also often get calls from mothers; when the mental load and the work load of taking care of your family get really heavy, it’s easy to feel overwhelmed. I make sure to remind them that reaching to the Lifeline is a big, important step that takes a lot of courage! I remind them that they are advocating for themselves.
Q: Is there a memorable experience from the 988 Lifeline that you can share with us?
A: Honestly, when I am able to receive a caller coming in from a high level of distress and end the call with them feeling more peaceful, more stable, that feels incredible. I have been on calls that lasted 90 minutes, where at the end, the caller let me know that they were so grateful to speak to someone and talk through what they were experiencing.
I make sure to tell folks, too: they can call back if they feel we are not connecting really well! All kinds of amazing people take calls on the Lifeline, and someone who understands you is only one phone call away.
Q: Taking these calls can be difficult. How do you take care of yourself?
A: I exercise a lot! I enjoy riding the Peloton bike, taking Zumba classes, or lifting weights with my husband. We have developed a little routine. I also love going on runs with my kids. Having a sense of humor about life has also been key to protecting myself. I also make sure to take breaks for myself where I can simply relax and do nothing.