The 988 national crisis hotline is one year in operation in New Jersey. On Friday, the state Department of Human Services held a panel discussion to gather feedback from the operators who are handling the crisis calls, to better understand what support they need.
Many frontline hotline operators cited the need for additional resources and training to cover both the logistical and emotional toll the job takes on its workers. “It’s very important work, but it can be emotionally taxing for us,” said Shakiera Brooks of the Rutgers Behavioral Health Center. “So, I think first and foremost, being able to have the staff and the people who are there to pick up these calls and support these people, and avoid that burnout, so we have that time to decompress, as opposed to call after call when it’s super busy.”
Currently, most of the crisis calls in New Jersey that come in to call centers are answered in-state, with the remainder handled at out-of-state call centers.
Commissioner of the Department of Human Services Sarah Adelman, said, “We are investing … $10 million to help 988 lifeline centers increase staff and expand technology so they can manage the increased volume of calls, chats and texts.” She said this is in addition to the $3.7 million in federal funding that call centers have received since the transition to 988. The state is also launching a $3 million public awareness campaign so more people know there’s someone to talk to in their time of need.
