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cleo18449 karma

I had a friend who called the hotline once and said the person on the phone was not empathetic and did not make her feel better- kept asking what her insurance was so they could refer a therapist. I was really surprised.

My question is: are the online hotline volunteers/employees trained on helping people in the moment to decrease suicidal thoughts? Or are they there as a middle man to help connect people to mental health professional? If the latter is there a hotline to help with at the moment suicidal issues? Thanks!