Jason Chare Crisis Responder Excellence Awards - 2023 winners

A really important place to start with any interaction is to focus on the service user’s needs – to find out what kind of help they're looking for and how I can best support them. Sometimes setting boundaries is important - being clear and direct about what type of behavior you might not tolerate as a responder.

It also depends why the interaction is difficult. I think tuning into ourselves and realizing what's challenging us is important, because there can be many things that come up that we didn't prepare for or expect. In the cases where somebody is getting escalated, my first step is to breathe, slow down and try to resist the physiological reaction. When you're talking with someone who's really distressed, we tend to feel that energy ourselves. So the more escalated the other person gets, the more I try to lean into that breath.

I've learned a lot about myself, but I think the biggest thing I've learned is about the ways that people find the strength to get through extremely difficult circumstances that they've been put into. I've learned a deep respect for every single person that calls in and has trusted their story with me. I can't imagine going through the things that they've been through and coming out on the other side the way that they have.

There are definitely stories that have stayed with me. When people tell you really vulnerable things, they will always stay with you in some form, whether it's conscious or unconscious. There are some stories that I still remember and I don't know if I'll ever forget them. I think it's okay to hold on to those stories. You have to find a way to not let it interfere while respecting and honoring what you have heard. Keeping it within you and letting it affect your life on an everyday basis are two different things.

I felt that it would be a good opportunity to be a positive force in the community I live in. In terms of my motivation to continue now, I feel a lot of gratitude. To be able to have an impact and to hold space with someone is a big honor.

That is a very important question. Self-care is important to me. I have a support system. Communicating my feelings is important, to help me to stay grounded and stay a mentally healthy state of mind. If you internalize all your emotions, at some point, it's going to come out in a negative way.

I work out, I eat healthy and try to focus on doing all those things that are good for my mind, my body and my soul. I embrace the bad days, I find the perspective gives me gratitude and I think there's some really good lessons that we take from them, things that we can grow from.

Empathy. It is just the most important, crucial part of this job. You can't manufacture it - it's going to be difficult to support people without it. When I'm on a call I'm really trying to put myself in the other person's shoes. I'm trying to understand their situation. You'll never fully understand, but you are trying - that's where that empathy comes in.

Nothing in life comes easy and nothing about life is easy. I understand the feelings of despair but also know how pivotal it can be to have somebody simply be a witness to your pain and not try to change you or the situation. I have crossed through the tunnel but now I’m turned around and shining a light on everyone else asking for help. I learn so much every day from the folks that call in. I feel lucky to be that supportive person they can trust and open up to.

I have worked in a training capacity, and I always like to tell new responders: just take a deep breath. When you first start out you can be anxious, and worried about saying the right thing, but all that you really need to do on the lines is just be there and listen – it’s the caller who is going to guide you. We provide space for the service user to lead us through the interaction. We might support them along the way and give them gentle guidance, but I like to think that the call is in the hands of the caller. In that way, it kind of helps take the pressure off of that fear of messing up or saying the wrong thing. Just be a human, be there, and listen.

One of the things I’ve learned is to make sure that I’m debriefing with other team members and just letting them know when something was really difficult. It’s so easy to tell yourself you are strong and that you can brush it off. However, in the reality of this work, the more we brush off the little things, the closer we can get to compassion fatigue and maybe burnout. It’s really important to vocalize some of those issues, instead of just trying to be stoic and taking it all on yourself.

I would encourage anyone who is thinking about becoming a responder to take the leap. Yes, it is an emotionally demanding role but we are supported by the most beautiful community imaginable. Even though it is just you and the service user on the line, you are never truly alone as you navigate this role. All of the responders and administrative staff I’ve met are some of the nicest humans. In a world that is so chaotic and unpredictable, meeting others who strive to be hopeful and optimistic encourages me to be my best.