Making a connection: Call center provides mental health help from those who know firsthand

Feb. 09--When the phone on Toby Lopez's desk rings, she never knows who will be on the other end, or how they'll be feeling.

But she's fairly confident she'll be able to relate to them.

Lopez, 57, works five days a week at the Mental Health Association of Greater Knoxville's Peer Recovery Call Center. She talks to people who need resources, referrals or who are simply struggling with mental illness -- as she did for more than a dozen years.

The mental health hotline, which usually runs from about 8:30 a.m. to about 6 p.m., is staffed by peer recovery specialists with state training -- but they've all seen their own struggles as well. For Lopez, a former preschool teacher, it's chronic depression.

"It's not the same walk, but it's a similar walk," she said. "I'm not going to be dismissive or judgmental. I don't give advice; I give support and encouragement. ... I know what it's like when it looks like that phone weighs 100 pounds."

Everyone who works at the call center has a mental health diagnosis. Its other function is to provide employment for a population that sometimes struggles with keeping a job. On average, call center employees have lost five or more jobs.

"You're looking for mental health or addiction treatment, you're scared, you don't know where to go, you think nobody's going to understand you or believe you, but our staff has been through all those wars themselves," said MHA Director Ben Harrington. "They got help, and, courageously, they got on the road to their recovery. They know how to help you."

The MHA operated the hotline for several years before noticing its potential to make more of a difference, Harrington said -- by asking one simple question: "Can I call you back?"

That follow-up has made all the difference, said call center manager Amy Rogerson, also a peer recovery specialist. The hotline receives about 300-400 calls a month, but employees make about 900 calls out to check on previous callers. Rogerson said about 88 percent of those follow through on making some sort of progress toward recovery -- even if, in the beginning, those are very small steps.

"I think people don't realize that being able to get out of bed when you have a mental health diagnosis is really a wonderful thing," Rogerson said. "You can get out of bed, and then you can move to making a list. And then, if you can do one of the things on that list, yea for you! How great is it that you did that today? And if you didn't make it today, let's try again tomorrow."

The hotline has some state and United Way funding and small grants from private foundations. With it, the MHA has purchased rack cards and posters for public places bearing the phone number, 865-584-9125, and website, http://mhaet.com/, where people can send messages after hours.

Lopez said her own experience allows her to build a relationship with callers, most of whom welcome a return follow-up call.

"What once was a curse turned out to be a gift," she said. "It's empowered me to help others."

She also enjoys the camaraderie with fellow employees, like Janice Prince, who works three days a week and struggled with long-term depression.

"Going through the recovery process is not easy," Prince said. "You gotta know the language. ... I teach people how to advocate for themselves."

After referring someone to a service, she'll call to make sure they made it to their appointment and to see if they were satisfied with the help they received.

"My recovery took 20 years," she said. "That doesn't have to happen anymore."

Peer Recovery Call Center

What: Support, information, referrals to services

When: Weekdays 8:30 a.m.-6 p.m.

Call: 865-584-9125

Online: http://mhaet.com/

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