Memorial Behavioral Health’s Emotional
Support Line Marks Two Years
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[March 26, 2022]
Near the end of March 2020, residents of central Illinois had been
living with COVID-19 for about one month.
Little was known about the virus, and cases were rising rapidly, as were
hospitalizations and deaths.
Responding to mental and emotional hardships intensified by the
pandemic, Memorial Behavioral Health launched its emotional support
hotline – the Memorial Emotional Support Line – on March 18, 2020.
The Memorial Emotional Support Line is a free service open to callers 8
a.m. to 8 p.m., Monday through Friday. To reach the support line, call
217-588-5509.
“The Emotional Support Line has been paramount in providing callers with
a positive experience and many times operated – and still operates – as
an introduction to behavioral health services,” said Amber Olson, a
licensed clinical social worker and regional director of clinical
operations for Memorial Behavioral Health. “Calling the support line was
often a crucial first step for many of our callers in setting up or
maintaining mental health services. From the start, we’ve sought to
normalize the many emotional responses people can have to major life
changes, disruptions, loss, collective grief and uncertainty.”
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As of March 14, the Memorial Emotional Support Line has fielded 2,961
calls, averaging 5.5 calls each day the hotline was open. When it first
launched, the hotline was staffed by a team of Memorial Behavioral
Health graduate-level and licensed mental health professionals and was
available seven days a week, including on holidays.
In April 2020, Memorial Behavioral Health staff were recruited to assist
with a state agency-operated Call4Calm text service, which offered a
texting option for Illinois residents in need of emotional support.
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As rates of COVID-19 fluctuated, so did the nature of the calls handled by
Memorial Behavioral Health staff through the Emotional Support Line.
“During positivity spikes, themes centered on increased anxiety regarding
contracting COVID-19 or a loved one contracting the virus and stress over having
young children who are unable to be vaccinated,” said Olson. “We also provided
support to callers who were quarantined or struggling due to isolation and lack
of social contact. Others were experiencing relationship discord.”
The Emotional Support Line not only served as an introduction to behavioral
health services for some callers, but also as a bridge in mental health services
for patients between therapy appointments. Local providers frequently referred
clients to the support line to fill gaps in care between therapy, medical visits
or both.
“Consistency and support during times of change are important,” said Olson,
“and, although COVID-19 may not be the stressor it was, we still live in
uncertain times. The Emotional Support Line is as relevant and important a
service today as it was when we opened it two years ago.”
[Michael Leathers]
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