A Day in the Life at the Crisis Line: Q&A with Jack
Our crisis line provides 24/7 mental health crisis support to everyone in our community. Whether you need immediate help or advice, we're here for you.
We recently caught up with Triage Support Worker Jack to learn more about his role and what he enjoys most about the work he does.
Q. Could you tell us a bit about your role on the Crisis Line team and what a typical day looks like?
“A typical day involves handling diverse calls from patients in crisis. As a Responder, triaging helps guide patients toward a brighter future by determining their next best step. This could include a rapid assessment at Coral Crisis Hub or a SPA referral.
The Coral Crisis Hub offers rapid same-day or next-day assessments, with a 2-hour evaluation to contain the crisis and make referrals to the appropriate team, followed by a SPA assessment for urgent cases within a week.
Team communication is key to ensuring safety, making every day dynamic and engaging.”
Q. What motivates you in your role on the Crisis Line?
“Knowing that I am giving my best to those who need help the most. It does not matter to me that I do not see their progress and recovery. Just knowing that I have been there and supported a patient to the best of my ability, at perhaps the worst moment in their life, can be rewarding enough.”
Q. How does the Crisis Line team work together to support callers, especially during peak times?
“We stay connected through Teams throughout the day, keeping track of each other’s work and the patients we’re supporting. This helps us understand patient needs and provide the right care. We also support each other during busy times, knowing the job can be demanding.”
Q. What are some of the main types of support you provide?
“Emotional support includes offering a listening ear, using distraction and grounding techniques, and providing reassurance and encouragement. In a mental health crisis, identifying the most helpful next step and signposting to the right service can often be the most effective support.”
Q. What’s the most rewarding part of your work on the Crisis Line?
“When I work with a challenging patient, especially those who are hesitant or unsure about our service, it’s one of my favourite parts of the job. Using a trauma-informed approach and showing unconditional positive regard can be incredibly rewarding, as it often helps patients open up and take their first steps toward recovery.”
Q. What advice would you give to someone considering reaching out to the Crisis Line for support?
“We are always here. 24/7. Every day of the year. We will answer the phone and there will always be a solution.”
For more information and additional support options, click here.
