A Day in the Life of a Helpline Advocate

The 24-Hour Helpline at Journey Center for Safety and Healing is the first line of contact for individuals and families experiencing unhealthy or abusive relationships who are looking for help and services related to domestic violence in Cuyahoga County.

Helpline callers may include those in need of emotional support and/or safety planning, and individuals who are in crisis and need a safe, listening ear. Callers are individuals and families seeking safe shelter, those in need of outside referrals or other resources, or people calling for a connection to Journey Center services. They may also include social workers or case managers seeking information for clients, or even friends or family members concerned about a loved one.

Through October 31, 2024, Journey Center’s 24-Hour Helpline has received 6,753 calls.

Our 24-Hour Helpline, and Helpline Advocates are, - first and foremost - a space where survivors can go to seek safety, receive emotional support, and connections to resources. As Helpline Advocates, we actively listen to an individual’s story to help determine how we can best work with them and their unique needs and circumstances.

Survivors who are actively fleeing unsafe situations and relationships will call our Helpline to complete an intake for our Emergency Shelter. Individuals who call seeking help are connected to Journey Center programs by Helpline Advocates who listen to their needs and complete intakes for the caller for whatever service best fits the needs of that caller to get them connected to more in-depth support.

Lastly, providing resources, referrals, and safety planning is a significant portion of our day. We often receive calls from those who are in immediate need of support. Callers may be heading to a court hearing and are fearful of seeing the person and not know what to expect. Callers may have questions about their children – they’re unsure of process, have fears of leaving and losing their children, or need to process how to talk with their children about what is going on at home.

Individuals calling the Helpline may also be a friend or family member of survivors struggling with what to say and how to be there for and support their loved one. On the Helpline we provide space for individuals to talk while validating and listening to each person and their unique situation. Callers often need help beyond being heard and validated; in addition to listening we offer guidance to callers that may include tools for managing their emotions and providing supportive/empathetic language that they can use when talking to others (friends, family, professionals).

On the Helpline we hope to be the solid object for a survivor. As the Helpline Coordinator, I use the analogy that survivors are in rough waters, and their boats are taking on water. But we as Advocates can be the dock. We are out there, in those rough waters, but firmly anchored into the ground. They can lash their boats to us, we can show them the tools they have at their disposal, and how to use them.

We are their solid object.

We are always here for you when you need to talk.
Call or text our 24-Hour Helpline: 216.391.4357 (HELP) or live chat.