Crisis Line Partnership News: Interior Crisis Line Network

What is the Interior Crisis Line Network?

It is an innovative network that links the five existing crisis lines in the Interior Region (Cranbrook, Kelowna, Trail, Vernon and Williams Lake) through a single number 1-888-353-CARE (2273). It is available 24/7/365 throughout Southern Interior and makes crisis line service available to everyone in the Region.

What do the Crisis Lines Do / Support They Provide?

Crisis Lines provide short-term emotional support, skilled assessment, appropriate resources, crisis de-escalation and suicide prevention/intervention/postvention. Essentially we receive calls on all issues from homelessness to suicide, from resource requests to abuse, from support in self-managing mental health to suicide. Crisis lines save lives, and they also empower and support the changing of lives too. Crisis Lines are the community safety net … they stop people from falling through the cracks, keep people safe and supported until they can access other services.

How many calls are supported each year?

Across B.C. people speak to a crisis line worker every three minutes! The Interior Crisis Lines provided over 15,000 calls and provided over 315,000 minutes of support each year. By joining together through this network, people will be able to reach crisis line workers more easily.

Why did the five crisis lines decide to partner / create the ICLN / Why is it important?

• Improved Access to Areas Without a Local Crisis Line:
  Over 37% of the population in the Interior Region did not have a local crisis line … that’s over 200,000 people primarily in Kamloops, Penticton and surrounding areas. By coming together, the five crisis lines are able to share the calls coming from these areas and ensure critical crisis line services are available.
• Improved Access to Our Own Communities:
  In the past, when someone called one of the five crisis lines, if the crisis line worker(s) was busy, the caller would get voicemail, outgoing message or a busy signal. Through the network, we are ensuring that when we are busy supporting other callers, our community members will be routed automatically to other crisis lines. Thus increasing their ability of speaking to a crisis line worker.
• Consistent Service:
  The five crisis lines developed regional call handling protocols that are based on internationally recognized better practices ensuring there is consistent, evidence-based service. All of the Interior Crisis Lines met the Crisis Line Association of BC’s Provincial Network Criteria as well.
• Strengthened Crisis Line Movement:
  Interior Health, Aboriginal Health and the five crisis lines worked together to invest in the existing crisis lines and implement this innovative network approach.
• Leading the Way:
  Interior Health crisis lines are leading the way in Canada by developing a network that handles ALL crisis line calls. Other provinces are interested in mirroring our approach and developing similar networks to serve their communities.

When is the Interior Crisis Line Network Starting?

On Monday, February 6, 2012 at 10:00am, the Interior Crisis Line Network will be launched.

How does it work?

When someone calls 1-888-353-CARE (2273), they will first be routed to their nearest crisis line. If the crisis line workers at that centre are busy supporting other calls, the caller will then be routed to up to three other partner centres.

What does CARE stand for?

Crisis Lines have acted as a community safety net that rests under all other services in a community for over 30 years … that’s why the Interior Crisis Line Network has the tagline of “Your Community Safety Net of CARE”. Each letter in CARE stands for one of the fundamental principles of the network; C is Confidential; A is Accessible (24/7/365 as well as partnering with Aboriginal Health and other services); R is for Resources; E is for Empowering Support.

What’s happening with the local crisis line number?

Local crisis line numbers will exist for a short time to ensure that people transition over to the toll-free number. Local numbers will then be forwarded into the network so they can be routed and toll-free numbers will have an outgoing messages will guide people to call 1.888.353.2273 (CARE).

What if someone calls from another community needing support?

Crisis Line Workers will be able to provide support just as they do for people within our local communities. All the Crisis Line Workers have been trained on the standard Call Handling Protocols and have access to each centres’ community resource database to be able to provide appropriate referrals.

Summary

This is a good news story for everyone. For the people of the Southern Interior who now have consistent, evidence-based, 24/7/365 access to critical crisis line services and phone-based emotional support. For the crisis lines as we have been able to raise the level of our service to international and provincial standards. And for the rest of Canada as some provinces are looking to mirror this approach to provide crisis line service in their areas.
The launch of the Interior Crisis Line Network is a culmination of 18 months of effort from the board, staff and volunteers at all five centres, along with Interior Health staff, Aboriginal staff and the program manager. Tremendous commitment and dedication has gone into creating this network. And at the end of the day … all of the effort comes down to making it easier for someone who decides “today is the day I need support” to be able to speak with a compassionate and skilled Crisis Line Worker and feel safe enough to share.

 

For more info, contact Deanna Notte, Community Services Manager at ac.rcknull@ettond or 250.763.8008 ext 34.