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 The goal of the Warm Line is to give people an opportunity to vent
their feelings and work through whatever tough emotional
circumstance they are going through before it becomes a crisis that
could lead to suicide or a return to drug addiction.
Hedges said that the Warm Line has a limited number of staff on
hand, but each one has had first-hand experience in emotional drama.
They have suffered with mental issues of their own and have worked
through them and come out on the other side better for it. Now they
are making themselves available to offer empathy. Because they have
been through it themselves, they understand fully how big a small
issue can become when someone suffering cannot find a release.
The majority of the staff is Certified Recovery Support Specialists
(CRSS). They are professionally trained in advocacy, mentoring, and
recovery support in addition to their life experiences.
When someone calls the warm line, there are no expectations from the
staff. The caller leads the conversation in the direction they need
for it to go. The CRSS may just listen and let the caller vent, he
or she may offer referrals to other professional services, or they
may offer guidance to help the caller see their own value and
appreciate their own self-worth.
Some of the most valuable assistance the Warm Line offers is the
WRAP or Wellness Recovery Action Plan. The CRSS staff member will
talk the caller through a plan with steps aimed at keeping the
caller on track in their progress toward good mental health or to a
life drug free, whichever is needed.
Hedges also noted that the WRAP is not just for those suffering with
mental health issues. It is a well utilized program for those with
physical health issues such as diabetes, heart disease, and is used
in many weight management programs.
The staff will also help callers identify their “triggers,”the
events that lead to stress, anxiety, thoughts of self-harm, or
desire to return to drug usage. Finding the true trigger points and
making a plan of how to combat those triggers will help work through
a bad time.
Triggers might be old friends who bring on the desire to drink
excessively or use drugs. In that situation a new set of friends who
support abstinence could offer a remedy.
Another key to the success of this program is that the CRSS team
recognizes that they are not the experts on the caller’s life – the
caller is. Hedges commented, “No one knows you better than you.”
Success plans are outlined according to the “expert knowledge’ the
caller has on him or herself, and is not a cookie cutter,
one-size-fits all program.
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Sometimes a person may call who believes that he or
she is the only one who is struggling with a particular issue. The
CRSS team is trained to share. When they too have a life experience
that relates to the caller’s situation, they share their experiences
to let the caller know that others have the same issues.
Furthermore, others have suffered through similar scenarios and come
through it, so the caller can too, with love and support from the
Warm Line as well as support from family and friends.
Hedges said that the calls are not recorded, there is no “case” file
and callers can be anonymous if they need to be. There is also no
charge for the service and the caller will not be asked to provide
any information about health insurance.
The program will not prescribe medications and does not offer
medical advice for physical ailments.
Hedges said that to date in 2019 the Warm Line has received 16,000
calls. The calls are limited to 20 minutes, but those can be some
very productive minutes.
She shared some quotes from callers:
“Knowing that you’ve been there and (to) know that recovery works,
helps me more than anything else.”
“After talking with you I feel like I have direction to get back on
track.”
“I now believe in myself and recovery.”
“I realize now that I want to live.”
“This is my daily wellness tool.”
Regarding the last quote, Hedges told the group at CHC that they
have one caller who has called every single day since the Warm Line
opened.
After speaking, Hedges took questions from the group. One person in
the group asked if the Warm Line was suitable for kids. Hedges said
that it is. The CRSS staff can speak with parents and offer them
guidance and can also speak directly a child about whatever is
troubling them.
Another person in the group asked about where the Warm Line gets
information on referrals. Hedges said that they do have a data base
of professional service providers and also use typical online
searches.
She added that there is a website that is very helpful in searching
out resources and everyone can use it. It is AuntBerthas.com.
The Warm Line is available to callers Monday through Friday from 8
a.m. to 5 p.m. The telephone number is 866-359-7953. The Warm Line
offices are located in central Illinois. Hedges said that they do
not disclose the location of the offices because they are not
equipped to offer face-to-face services to the community
The Warm Line is offered through Beacon Health Options and the
Illinois Mental Health Collaborative. The collaborative also has a
website where information can be found about the Warm Line. That
website is
www.illinoismenta healthcollaborative.com.
[Nila Smith]
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