Life-Saving LGBTQ Support Lines Continue Even Under Lockdown

The queer community has long been resilient and has a distinctive ability to thrive even under the most challenging circumstances.

As lockdowns brought in to curb the spread of COVID-19 are now in place across large areas of the world–LGBTQ charities are responding to the call to arms and looking out for our community.

Within days of the lockdown The Trevor Project, who support LGBTQ youth in crisis, implemented what they needed to get their vital support lines going and answer calls that save lives.

When people call these vital helplines, they are looking for a sympathetic ear and someone to talk to when they’ve nowhere else to turn. Services that are even more crucial at a time they have seen a rise in calls since the COVID-19 breakout.

Since the epidemic began, the amount of young people reaching out to The Trevor Project crisis services programs has more than doubled.

And they are not alone in having to adapt, to higher than ever levels of needs.

In the U.K., the LGBT Foundation has been working hard to make sure it changes to keep services running and adapt to the so-called “new normal” as they see their helpline numbers spike to demanding levels.

With offices closed, how are LGBTQ support lines still running?

“With COVID-19, The Trevor Project had no choice but to adapt to the reality of social distancing,” Danielle Ehsanipour, director of The Trevor Projects Lifeline call service tells me.

“At no point was it an option for us to close the Lifeline. We had to do all we could to ensure that LGBTQ youth considering suicide could speak with a crisis counsellor on the Lifeline 24/7, without interruption. 

“Youth rely on us every day and, with all the uncertainty COVID-19 brings, Trevor counsellors must be here for youth in crisis.” 

The charity worked around the clock to install new technology and protocols to transition our TrevorLifeline from physical call centres to completely remote in just two weeks. 

“It was a huge undertaking, but entirely necessary for the safety of our counsellors and the LGBTQ youth in crisis that we serve every day.”

Projects like this are massive and require transformational changes to an organisations approach to technology. The group would typically expect this kind of change to take six to eight months. But their director of technology John Callery made it happen in just two weeks:

“When we realised in late February that COVID-19 could lead to office closures and directly impact our call centres, we quickly rallied and sprung into emergency preparation,” Callery says.

“We specifically invested in new equipment and a data-secure platform to develop a lifeline telecommute infrastructure that enables our volunteer counsellors to use their personal computers and Trevor headsets to take phone calls from home.”

Since working remotely, the U.K.’s LGBT Foundation has helped callers facing starvation, get the supplies they need

The U.K.’s LGBT Foundation has also quickly implemented new technology to keep lines open. They are now directing calls to volunteers mobiles, who are currently working from homes. 

One of the first calls they took was from someone unable to go outside and get much-needed food and supplies. They risked starving to death.

“We were able to be a lifeline and connect them with a community food delivery service with a network of volunteers and make sure they can access the supplies they need,” Paul Martin OBE, chief executive of LGBT Foundation tells me.

“Our call numbers have spiked since the crisis, representing real people looking for reassurance and information in a time of uncertainly and confusion. 

“We are seeing some young LGBT teenagers trapped in their homes with abusive parents and not even school to provide respite. Trans people no longer being able to live as the gender they identify due to family pressures. As well as people in same-sex relationships isolated with their abusive partner.

“Every single LGBT person must know that you are not alone; we are still here if you need us.”

But it’s not just the call centre they’ve continued running. 

The LGBT Foundation is also still running their Domestic Abuse, Counselling and Substance Misuse programs providing 1:1 support with video, call and text support. 

And their Women’s and Trans Programme, usually held at the centre have also moved online using Zoom for hangouts or learning sessions.

What about the volunteers taking difficult calls, who are also in isolation?

To keep these kinds of services running, taking care of the volunteers and staff is vital.

The LGBT Foundation has launched a hardship fund for our volunteers who have been financially impacted by the pandemic. 

Meanwhile in the U.S., at the Trevor Project crisis call lines, Ehsanipour explains how they’ve set up a support system for those who work on the Lifeline:

“Calls with youth in crisis can be very challenging. As we built out the technology for our volunteer Lifeline counsellors to take calls from home, we emphasised finding new ways to foster a culture of support and connection among the volunteers.”

It’s clear to all LGBTQ charities, adapting to the strange “new world” that the fears and uncertainty we are facing will exacerbate existing anxiety and depression for LGBTQ people.

And though many services have been forced to suspend face to face support–the LGBT Foundation and Trevor Project are two examples of the many who have rushed to continue their life-saving support.

LGBTQ Helpline Coronavirus Services:

• TrevorLifeline (U.S.), LGBTQ Youth under 25, Open 24/7 on 1-866-488-7386, Chat/Text services at TheTrevorProject.org
• LGBT Foundation (U.K.), All LGBTQ, 9 a.m. to 9 p.m. Mon-Fri 10 a.m. to 6 p.m. Weekends on +44-345-330-3030, additional remote services during pandemic listed on lgbt.foundation
• LGBT Switchboard (U.K.), All LGBTQ, 10 a.m. to 10 p.m. on +44-300-330-0630 and chat services at switchboard.lgbt
• Mermaids, (U.K.) Trans Youth, 9 a.m. to 9 p.m. Mon-Fri on +44-808-801-0400 and Web Chat, text MERMAIDS to 85258 for text support 24/7 via Shout mermaids.org.uk
• Galop, (U.K) LGBT+ Domestic Violence, still taking referrals for all services but operating at a reduced capacity email: advice@galop.org.uk
• LGBT Health Scotland (U.K.), Helpline 12 to 9 p.m. Tues-Weds on +44-300-123-2523, lgbthealth.org.uk
• The Validation Station is sending free daily text messages to isolated trans people
• Spectra London (U.K.) 10am to 5pm, Mon-Sun 0800 587 8302 or webchat through www.spectra-london.org.uk