Lily Lantz, a crisis counselor, revealed that frequently, clients engage in sexually inappropriate behavior during calls, highlighting a troubling trend in the hotline industry.
Counselors report that abusive contacts, including harassment and racist insults, occur regularly, and while they account for a small percentage, their impact is significant.
Despite the overwhelming need for support, crisis counselors feel unprepared to deal with harassment, pointing to a lack of effective preventive measures in the hotline system.
Since the rollout of the 988 line, the hotline has received over 10 million contacts, with a small percentage identified as abusive—yet every call can be distressing.
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