'Warmline' charts a new course amid a mental health crisis

As reports of stress and loneliness increase, a New Jersey nonprofit is expanding its efforts to reach state residents before they reach breaking point.

The CONTACT listening line has been operating under the auspices of its parent organization, CONTACT of Mercer County, for more than 50 years. But the group’s “warm line” has been rebranded in recent months to reflect its growing mission to provide assistance to people across the state.

What is a warm line? Listening line coordinator Jesse Szwed calls it a bridge between everyday support and crisis intervention.

“A hotline like 988 is there to handle emergencies, but the Listen Line is for those who are not in an immediate crisis and still need support,” he said. “We are here to listen empathetically, provide active advice and refer to resources that can address underlying issues before they become more serious.”

Warmlines have popped up throughout the country: the website warmline.org more than 100 are listed nationwide – as officials try to take pressure off suicide prevention lines and reach people before their lives spiral into crisis. Callers can talk about their problems in a friendly voice and get referrals to mental health services, housing assistance, food banks and other resources.

Why NJ needs a mental health “warmline.”

CONTACT organizers see it as an important part of a strategy to address the rising tide of mental health issues in New Jersey and beyond. Nationwide, suicide rates have steadily increased since the late 1990s. The US Surgeon General has meanwhile warned of one “mental health crisis” among young people which has accelerated during the COVID pandemic.

Two years ago, a federal initiative promoted and renamed the National Suicide Prevention Lifeline as “988,” a simple three-digit number that directs users to a network of local crisis response centers via phone, text or chat. Warmlines are another piece of the puzzle

Szwed and his eleven colleagues are on hand, hoping to help callers before a 988 call is needed. With 949 calls so far this year through October, CONTACT has seen call volume increase by 120% compared to the same period last year.

“We have taken steps to meet that demand,” Szwed said.

Calls are coming in for many reasons, from people who are lonely or stressed to people struggling to afford food or shelter — two concerns that are often closely tied to mental health, he said.

Szwed recalled a harrowing case of a caller “overwhelmed by instability in the housing market.” The North Jersey woman regularly reached out, anxious and unsure. Over a year and a half of conversations, Szwed and his colleagues were there for her and managed to connect her with affordable housing options.

Could this follow the success of 988?

As the federal government built the 988 Suicide and Crisis Lifeline in 2022, CONTACT expanded its operations, hiring counselors and investing in phones and technology. Tony Ciavolella, the group’s deputy director, emphasized the importance of both services and the unique assistance warmlines can provide.

“There are still too few warmlines nationally,” says Ciavolella. “While we need crisis lines, we also need more services that people can call on for emotional support before things escalate. Mental health awareness is growing, but so is the need for accessible, early intervention. We are doing our best to meet that need, but more resources and recognition for warmlines would make a huge difference.”

Although the national push to promote the 988 hotlines involved federal dollars, the Listening Line’s growth has been largely self-funded, he said.

How do you reach the Listening Line?

Paid supervisors man the Listening Line on weekdays from 11 a.m. to 3 p.m., while volunteers take care of the other hours. That hybrid structure helps CONTACT keep costs down and the warmline free for those who need it.

“We rely heavily on volunteers, but funding can help us expand and operate consistently across the state,” Ciavolella said.

Szwed said the line’s value comes from its ability to provide both practical help and emotional support.

“When someone calls us saying we are homeless, we connect them to resources like Home front or Arm-in-arm” he said, referring to two Mercer County nonprofits. “We act as a preventive care system so that if we get that support early on, it never turns into a crisis situation.”

“There is a growing awareness of mental health needs, but so many people still don’t know that 988 or the Listening Line exist,” Ciavolella said. “With more support, we could reach even more people across New Jersey.”

CONTACT’s New Jersey listening line can be reached at (609) 737-3300.

Gene Myers covers disability and mental health for NorthJersey.com and the USA TODAY Network. For unlimited access to the most important news from your local community, subscribe today or activate your digital account.

E-mail: [email protected]

Twitter: @myersgene