Behind the Voice: The People Answering 988

On 988 Day, we’re reminded of something simple but powerful: there is always someone ready to help on the other end of the line. 

When someone calls 988, they may be experiencing one of the most difficult moments of their life. They may feel overwhelmed, scared, alone, or unsure of where to turn. Fortunately, the person answering their call is someone who has chosen to be there, to listen without judgment, provide support, and help them take the next step forward. 

At the Mental Health Association of Frederick County (MHA), our 24-Hour Call Center is one of the few centers in Maryland that answers calls to the 988 Suicide & Crisis Lifeline. Our team primarily supports callers from Frederick County and across Western Maryland. 

For 988 Day, we asked members of our Call Center team a simple question: Why do you do this work?

The answers were different, but the message was the same: they care and they want to help others.

Turning Personal Experiences into Purpose

For some members of our team, their own experiences with mental health and crises shaped their decision to enter the field. 

One Call Specialist came to MHA after personally experiencing many of the challenges that can make it difficult to find support, including abuse, domestic violence, suicide, substance use, housing instability, and loss. When one of their children began experiencing suicidal thoughts, they called 988 themselves. 

That call eventually connected them with MHA. 

“The Call Specialist helped connect me with local resources and figured out the best way to support my child. They were also the first ones to ever follow up with me when they said they would. That follow-up call meant the world to me.” 

Years later, after returning to school, they saw an employment opportunity at MHA's Call Center. 

“I feel like I've finally found a home at MHA.” 

Today, they approach every call with an understanding of just how meaningful it can be to have someone listen. 

“I am eternally grateful for every caller who trusts us to sit with them in what is so often their darkest hour. I never want to take a moment of this for granted.” 

All I’ve ever wanted is to be a safe place for someone who may not have one. I’m truly grateful that working at the call center gives me the opportunity to provide that sense of safety and support to others.

- Call Specialist

Helping Others Find Their Way  

Another member of the team was drawn to crisis work after experiencing a family crisis of their own. At the time, they didn't know where to turn or what resources were available. 

They described the experience as feeling like being “dropped in the middle of the ocean without knowing how to swim.” 

That experience motivated them to learn more about mental health and crisis services and eventually to help others navigate those same overwhelming moments. 

“The more I learned, the more I realized how overwhelming and isolating a crisis can feel when you do not know where to find help.” 

Today, their goal is to make sure others don't have to navigate that feeling alone. 

“I wanted to help others facing similar challenges. My goal is to ensure that people in crisis feel supported, informed, and connected to resources so they never have to feel like they are struggling alone or drowning the way I once did.” 

Finding Strength through Lived Experience 

Personal experiences with mental health, including a family member living with schizophrenia, the loss of a young cousin to suicide, and their own mental health journey, initially created uncertainty about whether crisis work was the right fit for one team member. 

Over time, they discovered that those experiences weren't a limitation. They were a source of empathy. 

“My personal experiences and struggles are not a hindrance, but rather they allow me to empathize with folks in similar situations and really bring about an authentic presentation of empathy that has proven to be impactful.” 

Their years in Crisis Services eventually led them into a training role, where they now help prepare the next class of crisis workers. 

“I love watching folks with the passion to support people in their darkest times, evolve into yet another helper that understands the importance of crisis work.” 

Being the Help They Once Wished For 

For one Call Specialist, crisis work wasn't necessarily something they set out to do. They stumbled into it and found a purpose along the way. 

“I have always wanted to help people the way I wish myself and some of my friends and family had been helped.” 

Their own experiences have given them something they carry into every interaction: empathy. 

“My lived experience has given me the gift of empathy for others, and I am thankful that I get to make a difference in my community every day.” 

Creating a Safe Place 

Another reason is beautifully simple. 

“All I’ve ever wanted is to be a safe place for someone who may not have one.” 

Working at the Call Center gives them the opportunity to provide that safety and support to people who may need it most. 

“I’m truly grateful that working at the Call Center gives me the opportunity to provide that sense of safety and support to others.” 

Someone Is Always Here to Listen 

Behind every call to 988 is a person reaching out, and behind every answered call is a person ready to listen. 

They listen. They provide support. They help callers understand their options and connect them with resources. Most importantly, they remind people that they don't have to face a difficult moment alone. 

On this 988 Day, we are grateful for the people who answer the calls, the people who trust us enough to reach out, and the community that continues to recognize the importance of making mental health support accessible to everyone. 

If you or someone you know is struggling, you can call 988, 24 hours a day, 7 days a week. You don't have to know exactly what to say. Reaching out is enough. 

We are always here to support.