Inside the Crisis Line: Meet Amaka from our Crisis Line Team
Our Crisis Line offers round-the-clock support to anyone experiencing urgent mental health challenges. Open to both children and adults, it ensures help is available 24/7, every day of the year.
We recently spoke with Amaka, a Crisis Line Responder, to learn more about her role and the amazing work her team does to support people in crisis.
Q. Could you tell us a bit about your role on the Crisis Line team and what a typical day looks like?
“I work as a Triage Support Worker, or ‘responder,’ with the Crisis Line. I’m the first point of contact for people in mental health crises, where I assess their needs, offer emotional support, and direct them to the right services. I use the UK Triage Scale to evaluate the situation and decide the best way to help.
I provide emotional support while following the trust’s values of compassion, respect, collaboration, and communication. I connect callers to mental health services like crisis teams, counselling, or emergency services when needed, and keep records of each call to ensure proper care and follow-up.”
Q. What does a typical day in your role look like?
“A typical day begins with a cup of tea, a mindfulness session, and a handover meeting. I handle various calls, offering health advice to professionals, clients, and family members, and support those in mental health crises. This includes providing grounding techniques, arranging follow-up care, conducting risk assessments, and coordinating immediate interventions
“I also debrief with colleagues to process challenging calls. My role requires empathy, resilience, and the ability to stay calm under pressure, as each day presents new challenges and rewards in helping those in urgent need.”
Q. What motivates you in your role on the Crisis Line?
“My motivation as a crisis line responder comes from a strong desire to help people during their most vulnerable moments. This role allows me to offer immediate support to those in mental health crises, which is both a responsibility and a privilege.
The chance to make a real difference in someone’s life, even in a brief interaction, keeps me committed to this work. Knowing that my support can provide comfort and guidance during a crisis drives my dedication to this role.”
Q. How does the Crisis Line team work together to support callers, especially during peak times?
“The team works collaboratively to ensure effective support for callers, especially during peak times. Any immediate threats to safety or high-risk situations are escalated to specialised staff or in some cases emergency services, while lower-risk cases may be handled by other team members.
“We are encouraged to take breaks and participate in in-shift debriefing sessions to support staff well-being, prevent burnout, and ensure we stay focused and present.”
Q. What are some of the main types of support you provide?
- Emotional Support : Offering a safe, non-judgmental space for callers to share their feelings and experiences.
- Crisis De-escalation : Helping callers manage overwhelming emotions, regain calm, and explore coping strategies.
- Safety Planning : Collaborating with callers to create a safety plan when they express a risk of harm to themselves or others.
- Problem-Solving : Assisting callers in identifying immediate steps to address challenges, resolve conflicts, or break down overwhelming tasks.
- Resource Connection : Directing callers to local services like counselling, shelters, or long-term mental health support.
- Validation and Encouragement : Providing time, reassurance, and empathy to help callers feel valued, empowered, and supported to move forward.
Q. What’s the most rewarding part of your work on the Crisis Line?
“The most rewarding part of my job is knowing I’ve made a positive impact during someone’s difficult moment. Whether it's listening, de-escalating a crisis, or connecting them to support, every conversation feels meaningful. Hearing “thank you for listening” or “I feel a little better now” makes it all worthwhile.”
Q. What advice would you give to someone considering reaching out to the Crisis Line for support?
“It’s okay to reach out for help during a mental health crisis, . There’s no pressure or obligation, and you don’t need to be in immediate danger to call.
“The Crisis Line is staffed by professionals who provide a safe, non-judgmental space to listen and support you. You don’t need the "right words" or to share everything at once; just start where you feel comfortable. Conversations are confidential, and you’ll be guided through the next steps if needed.”
For more information on crisis support click here.
