Crisis Help
The Facade of the Non-Profit
A Crisis and Resource Specialist’s Experience
Six months ago, I took on a role as a Crisis and Resource Specialist for United Way, one of the largest non-profit agencies in the nation. I was excited to find a job amid my own struggles with homelessness, and it resonated with my passion for helping those in mental and emotional strife. I felt like I’d found a rainbow of hope in a clouded wasteland.
United Way is known for connecting people to various resources — from utility assistance and community shelters to food pantries and low-income housing. With its vast network of affiliated organizations, I was hopeful that I’d be able to make a meaningful impact.
After two weeks of training on handling suicide crisis calls and resource distribution, I soon realized the role wasn’t what it was cracked up to be. Although the United Way is a hub for numerous resources, each is managed by separate entities with their own rules and bureaucracy. Many people seeking assistance find themselves jumping through hoops and facing complex eligibility criteria, only to discover that support is limited.
Even the internal resources managed directly by United Way are scarce. Funding appears to be exhausted, or at least poorly allocated, and any new funding that does come through evaporates as quickly as a puddle in 95-degree weather. Housing resources, in particular, have waiting lists backed up for two or more years, while shelters often lack beds and are unsafe. Navigating these barriers leaves many with the sense that help is just a facade.
Questioning the Mission
Working at United Way has dampened my initial excitement, leaving me emotionally drained and questioning the organization’s purpose. I feel trapped between needing money for basic needs and the moral toll of failing those who call in desperate need. The emotional weight of helping those who are pleading for assistance while knowing that resources are insufficient has left me feeling complicit in perpetuating false hope.
Does money take precedence over the basic well-being of people? Am I any better than the system I’m now part of?
The Crisis Line and Its Scripted Responses
The crisis line training emphasized sticking to a script, which makes the responses feel robotic and detached from genuine compassion. The approach lacks the personal touch necessary to establish true empathy and reliability. I had one client call in to say he intended to end his life after our conversation but wanted to let us know that our scripted responses weren’t helping. I couldn’t agree more. While we can’t save everyone, showing patience and engaging in authentic conversations might be more effective than regurgitating impersonal phrases.
I often find myself going off-script to establish real connections. I’ve noticed that those calls tend to end positively, and many clients express gratitude for their understanding and empathy.
Understanding Unique Clients
One frequent caller is autistic and prefers familiarity in his interactions. His desire to speak with specific specialists can sometimes frustrate newer staff who don’t understand his needs. While some of us know how to manage his calls with patience, the high turnover at the call center means he often speaks with new specialists who quickly become overwhelmed. Eventually, he was banned due to frequent calls, a response that likely worsened his mental health challenges.
A deeper understanding of this client’s character and needs would have been more empathetic than banning him altogether. Isn’t this what they call empathy?
To Stay or Leave?
This position has left me feeling stuck, torn between needing a paycheck and knowing that staying contributes to a system that isn’t living up to its promises. Finding another job that pays well isn’t as easy as it used to be, but is staying worth it in the grand scheme of things?
I believe organizations like United Way could fulfill their missions more effectively by advocating for policy changes, removing bureaucratic obstacles, and training staff to address mental health needs with more compassion and flexibility. But until these changes happen, I find myself questioning my role and searching for an alternative where my values and passion can align more closely.
Thanks for reading and if you are interested in following my story check out the link here.