Memorial Behavioral Health Counselors
Provide Hope, Support to 988 Lifeline Callers
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[January 11, 2023]
One morning, Tayla Stone, a call center/triage counselor
with Memorial Behavioral Health, received a phone call from a young
woman struggling with untreated depression and feelings of hopelessness.
“After hearing her story, we were able to highlight her strengths in
each moment and reflect on them in a new light,” Stone said. “It was
through this newfound recognition that I began to hear hope growing in
her tone of voice.”
Moments like these have occurred throughout the past six months as
Memorial Behavioral Health counselors answer local calls to the
nationwide 988 Suicide and Crisis Lifeline. This service, intended as
“911 for mental health,” was created by the U.S. Congress in 2020 as a
successor to the National Suicide Prevention Lifeline. It was launched
across the country in July 2022.
MBH crisis counselors answer 988 calls from anyone with a 217 area code.
The service complements MBH’s other crisis response programs, including
the crisis services available at the Eighth Street Clinic in Springfield
and the Mobile Crisis Response teams.
“The goal of 988 is to make it easier for people across the country to
access mental health resources in times of crisis,” said Diana Knaebe,
president of Memorial Behavioral Health. “We’re pleased to be able to
offer this service in central Illinois and connect our local residents
with the care they need.”
Since 988 launched in July, Memorial Behavioral Health has answered 366
calls from local residents, with around half of callers reporting they
live in Sangamon County.
[to top of second column]
|
County |
Number of
calls |
Christian |
6 |
Logan |
7 |
Menard |
8 |
Morgan |
16 |
Sangamon |
184 |
Scott |
2 |
Mason |
5 |
Other/unknown (Callers may choose not to disclose location.) |
138 |
During the past six months, Memorial
Behavioral Health staff provided 89% of callers with the help they
needed over the phone including follow-up calls if desired. A small
percentage of callers required more intensive services. Around 6% of
callers were referred to the MBH Mobile Crisis Response team, which
responds in person to mental health crises. Emergency services are
contacted only if staff determine there is an immediate danger to
the caller or others.
“We are focused not only on providing the support the caller needs
in the moment, but also connecting them with follow-up care if they
are open to receiving it,” Knaebe said. “That might mean scheduling
an in-person visit with a mental health professional or simply
agreeing to a follow-up call from the counselor they spoke with
during their initial call to 988.”
For counselors like Stone, the opportunity to help people in their
most difficult hours is rewarding. “These are the very moments that
make this job worth it, the knowledge that although you were just a
small part of their journey, you were influential enough to make a
big impact on their lives,” she said.
[Angie Muhs]
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