Crisis Line Information and Frequently Asked Questions

What happens when I call the crisis line?


We are here to listen and to empower callers to seek further support. When you call the crisis line, you will hear a non-judgemental caring voice on the other end of the line. We will ask curious questions in an effort to more clearly understand how you are feeling and what has happened to cause you to call. We will ask callers whether their situation has caused you to have thoughts of suicide. We collaborate with callers to form a plan for safety and examine ways for them to manage the concerns that led to the call, along with appropriate resources.

Are calls confidential?


All call content remains confidential within the Crisis Line. Our confidentiality policy states that we will neither confirm nor deny whether someone has called the crisis line. All information provided by a caller, including names and telephone numbers, remains private and confidential. Crisis line personnel may monitor or listen to calls for quality assurance or training purposes.

In the event that there is disclosure of intent to kill or harm yourself or another person, or that a child or youth is being abused, we are obligated by law to break confidentiality in order to enact an intervention. Actions taken may include calling emergency services and/or reporting pertinent identifying information to appropriate agencies who can intervene on behalf of the person at risk.

Do you have Caller ID?


We use call display and caller ID technology to assist us. We have the ability to access caller information in an emergency information.

I’m worried that someone I know may be feeling suicidal.


You can call the Crisis Line to problem-solve a situation when you are concerned for someone's safety. If warranted, we can call out to the person who concerns you. Such contacts are made anonymously without mention of your name. When we initiate contact with a third party, our confidentiality policy remains in place. The Crisis Society will not call you back to inform you of the content of the call-out to the party of concern. If the third party is not reached, we will call you back to determine whether further action is needed.

Do many people call the Crisis Line?


The Crisis Line receives more than 40,000 interactions per year from people who are in crisis or who require emotional support. We receive around 110 interactions per day. We offer Crisis Chat and Crisis Text services as well.

Will my calls always be answered by the same person?


No. Our team of volunteers and 12 to 16 staff answer our crisis line. Calls are answered on a first-come, first-served basis. On the odd occasion when all crisis line workers are busy, you may be transferred to voice mail, which invites you to leave your name and number. Voice mail messages are responded to in the order that they are received before further incoming calls are answered. Our system is set up so that a caller rarely experiences a busy signal, but if should this happen, we hope that the person will call back within a few minutes.

Crisis Line Information and Frequently Asked Questions - Vancouver Island Crisis Society