LGBTQI+ users with severe mental illness (Reading)

Operators are not necessarily psychologist. Even if they are, the chat/hotline’s purpose is not to provide therapy. The role of the operator is to provide emotional support, to inform and to empower the support seeker to find solutions in the current situation they are in. These platforms are not suitable for providing support for people with acute mental illness and they should be referred on following the same guidelines as in the case of a suicidal person (mentioned above). The operator will use active listening techniques, employing the listening wheel or the five-phase model. Usually the chat/hotline operator will support the person in telling their stories in a way that contributes to a feeling of “agency”. The story is written in a way that shows the person as an authority in their own life rather than as a marginalised victim. In a narrative perspective, the chat can support the support seeker in “rewriting” the story in a more constructive way.

Referral

There will be cases when the chat and hotline framework have limitations. It is good to know our boundaries. The operator has a great opportunity to get to know the story of the support seeker, to navigate through the mental state they are describing and to make up their mind whether this person should be referred to a different service along with the chat/hotline option.

The pace of chat/hotline counselling can help to qualify the referral. The operator has good opportunities to obtain the necessary information and sometimes even consult with their supervisor before recommending a specific referral.

How should the operator proceed if they feel like a referral is necessary:

1. Explain why you think that a referral is relevant and ask if it is ok for the person to discuss this option.
2. Give the name of the person or the organisation you will refer the person to (this would be country specific)
3. Explain what the professional or place of referral can offer that is beyond the limits of the chat/hotline frame of support.
4. Ask what the person thinks and whether they understand the reasons of referral.
5. Provide contact information and web address (this would be country specific).
6. You can visit the website (if there is one) together and talk about the referral. Ask the person’s thoughts about making contact. Ask the person if they find the service relevant.
7. Discuss consequences and develop strategies to deal with them.

Examples:

• A young trans woman wishes to talk to another trans person. The organisation should have a network of support in which this young trans woman will have the chance to speak confidentially to another trans person and ask all the relevant questions they might have. The operator provides the trans woman with an email of the relevant trans person who can help her out.
• A non-binary person wishes to be a part of a support group and to meet other LGBTQI+ people, listen to their stories, find sources to cope and feel that they are not alone. The operator will provide information and link for the non-binary person and make it possible for them to sign up for a support group.
• A parent of an LGBTQI+ person wishes to meet other parents. The parent is struggling with accepting their kid and wishes to listen to the way other parents have dealt with these struggles. The operator provides the relevant contact and link for the parent to sign up.
• A person with a long history of clinical depression reaches out to the chat/hotline service. The operator provides active listening techniques and is empathetic but feels like the scope of the service is limited. After building rapport with the person, the operator suggests that they look for psychological help and provides a relevant contact.