“I have been with Lifelines Counseling Services since 2017. I was downsized from my job and did a Google search to find a place to volunteer to pass the time. I started with a program I had never heard of to answer phone calls of people who needed help. I worked in a call center for Sears for 20 years and knew how to help people through a crisis. I now run the United Way 2-1-1 line in southwest Alabama.

Our job is to listen to the caller’s story, then organize, prioritize, and figure out the next best step. When you are in a crisis you aren’t thinking clearly or with common sense. We are dealing with people at their lowest point and we are their last resort after they have tried all options. We say, ‘I hear you, let’s got to the root cause of your problem.’ We do a holistic approach and they become a part of creating their solution. This job is humbling and rewarding. If you think your life is hard, you should listen to these calls for a day. They love us for being here and helping them makes me feel ten feet tall.

People are hungry for hope right now and they are looking for resources. Calls have changed over the last few weeks and most are from the fear of COVID-19. We are researching all of the time for answers. The fear now is food insecurity and not knowing where the next meal will come from and how to feed their children. The kids are out of school and parents don’t know how to help with school work. They can’t purchase the things they need because people have bought stores out. What about paying taxes? The news is confusing. Rent is due, but they have been off work. How are they going to pay their rent? We can connect them to payment assistance programs. Sometimes just letting them talk through their fears is enough.

Housing for the homeless is a big gap right now. Because of the Coronavirus, shelters aren’t taking in more people and we now have a large homeless population without a place a go. We encourage them to reach out to a friend or family member they haven’t thought of. This problem will get worse because many people are a paycheck from homelessness. That paycheck is gone and there is no savings or $500 emergency plan.

Our call volume has tripled the past month. We were receiving 30 to 40 calls a day. We now have days with 150 to 200 calls. We are only as good as the resources we have. We have great partner agencies and work closely with the United Way. We have places to tell them to go to help sort out the chaos.

I treat each day as running a race. On your mark, get set, go. In the morning, I listen to gospel music for inspiration and take that to the office to motivate my team. They feel the energy and spread it to the callers. We are positive in our office and have a smile in our voice when we talk to each person who needs us. They can’t see our faces, but our tone makes a difference. A veteran called the suicide line and was about to end his life. I became his case manager for our employment in training program. He now wants to live his life, not end it. He calls me excited about his progress. Providing attention and hope works. I want a call line just to talk with the elderly so they won’t be so lonely. What are you baking? What are you doing today? We can ask questions and understand their needs as they talk.

I am a single mother of five and my strength comes from my children. If I can impress them, I have done a good job. My house was the go-to place for my kids’ friends. I have been caring for people and helping them through issues all of my life. My fifth grade teacher taught me this a long time ago. ‘I hate the guys who criticize the other guys whose enterprise makes them rise high above the other guys.’ I don’t have good days every day, but I fake it until I make it.

COVID-19 is a problem that is affecting each of us, no matter what our status is. We don’t know when this is going to end, but we are going to keep answering the phone and doing all we can. Direct people in crisis to 2-1-1 We will help them process, prioritize and organize. However, without donations, these programs that provide hope and help can’t exist. Coronavirus is contagious, but we can make giving and helping those outside of our circle contagious, too.”

(I am now doing Soul-cial distancing interviews by phone. If know someone I should interview, send me an message or email. [email protected])