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[Mina] 988 is the suicide and crisis lifeline.

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Our purpose is to be an option outside of

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law enforcement and the police, for people who

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really just need help.

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Confidentiality is a big
concern for our callers.

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It's just me.

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And sometimes there's a clinical team
member present listening

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in on the call as well to give me support
so I can best help the caller.

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[Jackie] If someone was

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concerned about confidentiality,

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I would let them know that

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all the information provided

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is what they tell us directly.
We'll never, like, pressure

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you to tell us any information
that you don't want to share.

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And we'll never, like, dive
deeper on a certain subject

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unless you want to.

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[Kimberly] Because 988 is anonymous

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I only know what you tell me,

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and I believe everything you tell me,

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you know?

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I don't know your name unless
you tell me your name.

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What I tell my chatters,
when they reach out

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and they're concerned about,
“You're going to call 911 on me right away.”

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That's not my goal.

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My goal is to avoid that.

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My goal is to work with you
on making a plan together

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for how you can cope with
what you're going through.

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[Mina] the only reason the police would be
notified is if there is an imminent safety

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concern that we could
not safety plan around.

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Thoughts are not reason
alone for us to call 911.

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It's a team effort when we're
focusing on safety planning;

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what is within your capacity right now

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to do for yourself as an act
of care and as an act of love?

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And that's what I like to
ask people, you know,

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what can you do right now
as an act of love for yourself?

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[Kimberly] What I would want potential
help seekers to know is that we care.

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Every person I work with
cares immensely about you

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and your wellbeing and your mental
health and your physical health,

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and you having all your needs
met, and you being a happy,

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thriving person who's not
just in a state of survival.

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We care about that. We care about you.