The 24/7 phone service offers support for domestic violence, mental health, and housing
Warning: This story discusses suicide and domestic violence.
“Once they get on the call, a lot of people breathe a sigh of relief,” says Simar, Residential Programs Counsellor at YWCA Banff. Simar works with a team of six to answer YWCA Banff’s 24/7 crisis line. Last year, they picked up 1,195 calls.
The crisis line is available to anyone at all hours of the day. Callers can dial 1-403-760-3200 to access support for domestic and sexual violence and YWCA Banff’s crisis accommodation. Staff often respond to a variety of concerns including mental health struggles, requests for information and calls from friends and family of people who are experiencing violence.
YWCA Banff’s trained team provides a listening ear and helps people navigate social services in the Bow Valley and beyond. Over the past five years, calls have increased by 256 per cent.
A few months ago, Simar received a call from someone who was suicidal. It was an intense conversation that prompted her to use what she learned in suicide intervention training and call 911. She later learned from police, who located the person, that they were safe.
“This could be a normal call, or a last call of hope for some people. It’s important for us as frontline workers to be professional and compassionate when answering that phone,” said Simar.
“For example, callers experiencing domestic violence can be very scared to decide whether to leave or stay. If they can talk to someone on the phone who is helpful and compassionate, it’s easier for them to make their next choice.”
Last year, 60 per cent of callers identified housing as their primary concern. In the Bow Valley, housing is precarious and in high demand; Banff’s rental vacancy rate rests at zero per cent. With a transient population and newcomers to Alberta and Canada, many residents don’t have social networks they can turn to. The crisis line provides stable, constant support for newcomers to share their struggles and access critical community resources.
“We use trauma-informed practices to determine the nature of the crisis, whether the person is in immediate danger, a phase of instability, or just want someone to talk to. Most of the time, it’s helping them find housing and getting connected to the Job Resource Centre,” explained Simar.
About 22 per cent of callers to the crisis line identified sexual violence, domestic violence, or both as their primary concern.
“At the end of the call people say, ‘thank you for listening to me,’” said Simar. “The feedback we get is that people are hopeful there is someone who can pick up their call. It’s a sigh of relief to know YWCA Banff is on the other end of the line, listening, available, and ready to help.”
Learn more about YWCA Banff’s crisis line and emergency shelter.