Two years after 988 became the national mental health crisis hotline, Minnesota counselors see steady rise in calls

CATHY WURZER: Say a note to our listeners that we are going to discuss suicide in this next segment. So if this is a topic that's upsetting to you, please don't listen. If you are having a mental health crisis, call or text 988 and you'll be connected to a crisis counselor as soon as possible. It was two years ago today when 988 became the number to call for people anywhere in the country who are experiencing mental health crises. The Suicide and Crisis Lifeline now also has a text and chat component.

Last year, 988 call centers in Minnesota answered more than 53,000 calls, chats, and texts. That's according to the Department of Health. That's a 74% increase from 2022. Here to help us understand how this resource works in the state is one of the counselors on the other end of the line. Jamie Drewlow is the text and chat supervisor for First Call for Help. That's a call center based in Grand Rapids that responds to folks from all over the state. And also joining us right now is Sidney Frye II, who leads Olmstead County's community outreach team. Jamie Drewlow and Sidney Frye, thanks for being here.

JAMIE DREWLOW: Thank you for having us.

SIDNEY FRYE II: Yes, thank you for having us.

CATHY WURZER: Jamie, I'm going to start with you. When you receive a text or a chat or a call from someone who needs help, what's the first thing you do?

JAMIE DREWLOW: The first thing we do is just try to get their name and age and see what's going on that has them reaching out today. And then we always try to start with a risk assessment as well.

CATHY WURZER: And when you say a risk assessment, what are you looking for? What are you asking about?

JAMIE DREWLOW: We're asking if they're suicidal right now or if they have been recently and if they've done anything to harm themselves today.

CATHY WURZER: OK. So you just kind of on a low key, you know, voice, I'm sure, just try to, calming, talk to them, see what's going on. I'm wondering how you assess, then, if someone is really in a serious crisis and need someone to maybe come out in person. What's the mechanism for that?

JAMIE DREWLOW: Usually we're trying to have a little bit more of a conversation first, and we always try least invasive measurements first. So de-escalation. We try to do a safety plan, connect other resources. And if somebody's feeling like they might need more support, we do try to connect them with a crisis response team. That's always our goal, to meet people where they're at and meet their needs.

CATHY WURZER: So, Sidney, there were initially some issues relating to response times across the country when demand outpaced local call centers' capacity to pick up and callers were rerouted to a national network. What are your local call times like in Olmstead County?

SIDNEY FRYE II: Yeah. We had a pre-existing co-response model in partnership with our local law enforcement agencies that really had prepped us and kind of given us an upper hand as it relates to being used to responding to crisis calls in a timely fashion. And so presently right now within Olmstead, we are able to get out and connect with folks in the event that they do need that in-person response in a short manner of time, typically within a 15-minute window.

CATHY WURZER: If they need to see someone face-to-face. How are your pick up times in terms of someone calling you right now? Is it pretty fast? Like, a minute or so that you might respond?

SIDNEY FRYE II: Yeah. Yeah. Typically obviously those initial calls, as was already referenced, go to that call center operator. And then if we need to respond, they then are handed to us or transferred for that mobile crisis response.

CATHY WURZER: Thank you. I appreciate that. So you've got the community outreach team part of this. I'm wondering, every state has had vacancies. Last year, I think it was 30% of the call center jobs in Wisconsin were vacant. And I'm wondering up north, Jamie, when it comes to Grand Rapids in your area, how are you staffed?

JAMIE DREWLOW: I mean, we do need more staff, for sure. I think that our program is still pretty new and we've continued to build it. And I hope by the end of the year we're doing a lot better.

CATHY WURZER: And how are your numbers? I'm just curious here, Sidney, when it comes to your staffing levels. Would you want to have more folks get out there?

SIDNEY FRYE II: Yeah, definitely. I think the call volume definitely warrants. We've seen an uptick, and presently right now Olmstead County is in transition as it relates to streamlining our services for crisis response. And so the county is taking a little bit more of the lead to be able to provide that service, which we're hopeful is going to involve additional staffing because the numbers just continue to rise as it relates to we see a lot of folks in need.

Obviously you referenced-- I referenced suicidal ideation being a kind of a precursor for folks to call, but there's a variety of reasons people call when they're in crisis. They could just be having some version of a very bad day and need to talk with someone. So there's a lot of reasons why people call.

CATHY WURZER: So, Sidney, you're in Olmstead County. There is a growing diverse population there. Are there any language barriers that you have to contend with? I mean, there are in other parts of the country and there have been some missed opportunities to help folks who don't speak English or Spanish, for that matter. How are you doing in Olmstead County?

SIDNEY FRYE II: Yeah. That's actually something that we are trying to be intentional and conscientious of. Just was in a meeting earlier today where that was referenced as we're looking at some literature promoting our services and making sure those are translated appropriately in different languages. Yeah, we see a growing East African immigrant population. There's folks from Bosnia. There's folks that are primarily Spanish speaking. And so we are conscientious of that. Some of our staff do reflect those populations, but we know that we still have a ways to go to make sure that we're able to be responsive to those language barriers and needs.

CATHY WURZER: So it sounds like for both of you now, you're both offering a really valuable service to folks who are in need. And Jamie, I'm wondering, even though you're offering a really valuable service here, less than a quarter, I believe, of Americans are familiar with 988. So I'm wondering, how do you get the word out that there is this help available? What do you say to people.

JAMIE DREWLOW: We haven't done a lot of advertising ourselves. However, 988 is doing a lot more advertising with the Super Bowl and different things like that, and we see it a lot more around the community, even. And I think word of mouth is really important, but also programming like this.

CATHY WURZER: You know, Sidney, there might be someone listening thinking, well, I don't know when a situation is serious enough to contact 988. What do you say to them?

SIDNEY FRYE II: Well, we are typically in the habit of encouraging folks to reach out if they feel like they would benefit from talking to someone. It doesn't have to be a certain level of acuity or severity. We really encourage people to be more safe than sorry as it relates to whether to call in or not. And so I would just say to that person to definitely to reach out and we can triage it appropriately, but don't ever hesitate to call in for help.

CATHY WURZER: You know, if someone is listening and they have a loved one who might be in crisis, can they contact 988 on behalf of that loved one? Sidney?

SIDNEY FRYE II: Yeah, I would believe that would be appropriate. Oftentimes that person who's on the other end of the line is able to just talk through relevant options, resources, services and supports that that loved one, family member, friend could definitely pass along with that person who might be actively in crisis. So yeah, I think that's definitely appropriate.

CATHY WURZER: Both of you have been in this field for quite some time. Jamie-- and maybe also you can answer this question, Sidney. What have you learned? What has the past two years of the help line taught you about mental health in Minnesota? What are you learning, Jamie?

JAMIE DREWLOW: I think mental health in Minnesota is just like everywhere. It really knows no limits and it affects all of us in some way. It's really important that we keep having these conversations and try to diminish some of this stigma surrounding mental health. I think we all need a little help from time to time.

CATHY WURZER: True. And what's your response to this, Sidney? What have you learned?

SIDNEY FRYE II: Well, yeah, I think it's just kind of continue to open our eyes to understand that mental health as part of our overall holistic health is impacted in a lot of different ways. We know that not only this is specific to Minnesota, but I think across the nation and perhaps even the world, there's a growing awareness around attending to your own mental well-being. And I know due to a lot of different societal factors, you could reference COVID, you could reference social isolation. I think it's just become that much more apparently clear that there's a need for folks to have an outlet when they do need help. And like was stated, we have to do a better job of continuing to encourage people to know that that's OK and definitely appropriate.

CATHY WURZER: All right. Jamie and Sidney, thank you for your time and thanks for what you're doing. We appreciate it.

SIDNEY FRYE II: Thank you.

JAMIE DREWLOW: Thank you for having us.

CATHY WURZER: Jamie Drewlow is text and chat supervisor for first call for help, based in Grand Rapids, Minnesota. Sidney Frye II is the program manager for Olmstead County's diversity, equity, and community outreach team. By the way, a reminder now that the number to call or text if you or a loved one is experiencing a mental health crisis, again, 988.