Burnout Amidst Rising Demand
Belinda Mosby, a worker at Carelon Behavioral Health in New Hampshire, found herself overwhelmed after just two months on the job. The intensity of distress from callers led to anxiety, nightmares, and panic attacks, forcing her to confront the impact on her own health.
The launch of the 988 Suicide and Crisis Lifeline aimed to revamp the outdated suicide prevention network. Despite serving over 7 million Americans, the $1 billion investment faces challenges as workers like Mosby report burning out and leaving due to high stress levels.
Undertrained and Overwhelmed
Chantel Aaron’s experience at Carelon mirrored struggles faced by many 988 hotline workers. Lack of staff and resources led to extended shifts and a decline in colleague presence, taking a toll on mental well-being.
Clara Rodriguez’s stint at Carelon revealed inadequate training and preparation to handle the diverse range of callers in crisis. The absence of trauma-informed care and substance abuse training left operators like Rodriguez feeling ill-equipped to de-escalate urgent situations.
Seeking Hope Amidst Challenges
For Mosby, Rodriguez, and Aaron, the toll of the job eventually led to difficult decisions. Mosby left in September, unsure of returning to behavioral health work, while Rodriguez and Aaron struggled with the weight of their responsibilities and eventually left their positions.
Despite the challenges faced by hotline workers, the 988 Lifeline remains a crucial resource for those in need of mental health support. Rodriguez emphasized the importance of the hotline as a beacon of hope for many individuals facing crisis.