Underlying image by Chung Sin Lan on iStock
| I knew there was a National Suicide Prevention Hotline, but I had no clue there was going to be a new three-digit 988 emergency call number until you sent me that article about it. Why isn’t it in the mainstream? They need to start promoting it! |
| First of all, it is called a “lifeline,” not a “hotline.” And, I know I am being literal, but we need to get over the stigma associated with mental health issues or experiencing an emotional crisis. If someone was drowning, would there be a stigma about throwing them a lifeline? Of course not. It would be expected. |
| Good point. And I think they should use celebrities to promote the new “988” number. Especially as more and more celebrities use their fame and public platforms to shed light on mental health issues, it makes “mere mortals” realize they’re not alone. And feel more comfortable admitting their own struggles and, more importantly, seeking help. |
| I hope the decision to change the name to Suicide & Crisis Lifeline will let people know there are trained counselors to help them with an assortment of issues, not only suicide. |
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| Whenever I hear about the increasing number of deaths by suicide, especially by younger people, it breaks my heart. And when I read about mass killings, I can’t help but wonder if they couldn’t have been prevented if we had better mental health care. |
| Do not get me on that soapbox. But, this is a step in the right direction. Although, I am concerned whether the crisis centers are prepared for the potential volume of calls. I know there is over $400 million in federal funding to expand the system. However, the technology to automatically forward a 988 call to a nationwide support network is easy; being ready for the influx of calls and range of issues is entirely different. |
| No kidding. I bet the current system saw a huge increase during the pandemic, and that was having to use a 10-digit number. But I’ll say they did a good job publicizing that number. |
| I know you do not want the numbers, but the current 10-digit number (which still works) received 3.6 million calls, chats, and texts in 2011, and more than 20 million calls on behalf of people calling for themselves or others since it was launched in 2005. But, it is critical to remember those “numbers” represent people, and have a ripple effect. |
| Then I can only imagine the impact of this change to 988. It could be huge! |
| That is the plan. The transition to a simplified three-digit number is meant to increase access. Similar to 911, but more specifically targeted. And, hopefully, widely used. |
| So, what can we do to get the word out? |
| Hope people share this post … |
P.S. – Want to help? Understanding the issues concerning mental health and suicide is an important way to help people in crisis, and to change the conversations around mental health. So, please take a moment to see how!
| Why does everything have to be such a struggle? Even a simple phone call to a doctor’s office. I don’t know whether it’s because I’m tired or getting older, but I just don’t have the time or the patience for this. |
| Me, neither. |
| Do you mean this conversation? Or are you agreeing with me? Which, although nice, doesn’t make sense, as you don’t even know what happened. |
| I listened to what you said and suspect something that should have been simple became a production. I do not need the specifics to understand the concept. |
| Well, at least you’re listening. Which is part of the problem. |
| OK, now I need more information. |
| I used to think that the phone systems where you call a company and get automated prompts were the worst thing imaginable, as I wanted to speak to a human. Now I’m not so sure. |
| Yes, they can be very time-consuming and frustrating, but there are ways to bypass the system. |
| Thanks, but the problem started once I reached a real person. I don’t think people listen anymore. |
| I agree with that, too. Or, maybe you do not get to the point quickly enough. |
| Fine. A few months ago, I got a bill for my annual physical, and it included an item I shouldn’t have been billed for. But it was during the holiday season, so I got busy with other things. About a month later, I called the office, and after spending quite a bit of time going over everything, I thought it was resolved. |
| Let me guess; it was not. |
| Not even close. I received a letter from a credit collection agency! Which led to having to start all over again with a different person in the doctor’s office. Hopefully, it has been resolved this time, and I’ll get a corrected invoice, not a second letter from the collection agency. |
| You do realize you could have paid the uncontested amount at the start. And, FYI, the collection process is probably another automated system the doctor’s office uses. |
| I was looking for sympathy, not advice, but I should’ve known better. Anyway, the whole thing is ironic. I know that I’m always saying that with everything being automated these days, I want and miss dealing with people. And then it was people that created this problem. |
| Technically, technology and automation caused the problem. But, whoever handles “customer service” should have been able to fix it. This means businesses need employees who are knowledgeable, good communicators, and problem solvers. |
| At the risk of being old-fashioned, is it too much to want them to ask, “Can I help you?” and mean it? |
| “Can” means having the ability. And, is a separate question from “May I help you?” which reflects the desire the help. Both are required. |
| I’ll ignore the English lesson, but that’s what Home Depot does! They hire people who are knowledgeable about the products, and they’re always happy to help. In fact, they’ve often walked me clear across the store to help me find something. I remember trying to buy a new toilet, which somehow became complicated, but the store manager went above and beyond to make everything right. Bottom line, and this may sound crazy, but they take pride in helping customers. |
| That started at the top. It was how the company was built. They wanted to be a big business that offered the expertise and service of a small hardware store. When the chain first started, they stacked empty boxes on high shelves to give the illusion of being bigger than they were, but provided training for their employees to make sure they could help customers with most home repairs or improvements. |
| Impressive, but it must be expensive to train everyone. |
| It is an investment. And, reflects priorities. But, not all jobs require that level of training. It is about mindset and perspective. Each employee that interacts with a customer has the power to make the experience a good one or a bad one. Customer service should be more than a stand-alone department. |
| I remember when we were “teaching” at KIPP Houston High School, and you explained to the seniors that taking pride in how you do your job, regardless of what it is, doesn’t “cost” anything and doesn’t require special training. And is a great way to stand out in today’s workforce. |
| When I was in corporate, I told my employees the same thing. |
| Do you remember when you interrupted the manager’s meeting at the table next to ours at Pappadeaux’s Seafood Kitchen to say that same thing? I bet that was the last thing they expected to hear from a customer. |
| I could not help myself. Although it had been years – no, make that decades – since I worked at the Strawberry Patch, one of the Pappas’ first restaurants, I still remember the manager, Steve Sims, explaining that the hostess is the first employee the customer would meet and that they set the tone for either a great start or a bad experience. Each person, no matter what their job, is an important member of the team. It has stuck with me all these years. |
| What a powerful but simple lesson. However, I have a hard time picturing you working in a restaurant. |
| You would have an even tougher time if you saw the uniform I had to wear. Luckily, there are no pictures. |
| Are you sure? Maybe I should call their customer service. |
| Maybe you should not … |
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