Nanaimo based Vancouver Island Crisis Society personnel are coming off a record year in call volumes (Upsplash)

By Ian Holmes

crisis support

Vancouver Island Crisis Society reports record call volumes

May 10, 2021 | 5:26 AM

NANAIMO — Phone calls for help coming from all over Vancouver Island soared to a new high, while a non profit agency grapples with how to keep up with demand.

Vancouver Island Crisis Society (VICS) executive director Elizabeth Newcombe reported their 2020/2021 fiscal year saw more than 34,200 calls to their Nanaimo based location and 43,000 total interactions.

Newcombe said their short-staffed team averaged 100 daily calls with about half related to mental health and substance abuse issues and 10 per cent directly related to COVID-19.

Newcombe said many social service providers they refer callers to are short-staffed themselves, temporarily closed or pivoted online due to the pandemic.

“It’s very challenging to keep updated on all of the additional information for the crisis line worker to be able to impart that information to the callers,” Newcombe told NanaimoNewsNOW.

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VICS data showed nearly 7,000 calls received last fiscal year were from the Nanaimo-Ladysmith area, up roughly 500 calls from five years earlier.

A vast majority of interactions with VICS paid and volunteer operators are via phone, while the society also responds to texts and chat options.

Newcombe said additional government funding is allowing extra operators to be brought in to address depleted staff levels and fatigue built-up over the past 14 months.

She said their volunteer operators have been critical, especially over the busy winter holiday period.

“Our focus now is to get those people trained and to be able to give staff that have been doing really heavy burdened work some time off for them to take some self care.”

While trying to serve more people with often complex challenges has been taxing, Newcombe said the pandemic has presented opportunities for growth.

She said shifting some of their support programs online has worked well for clients who appreciate the convenience of connecting from home.

Newcombe said they were able to shift a resiliency program online to 24 elementary schools as far away as Alert Bay, allowing more students to receive support.

“I think some programs lend itself well to a virtual format and others do not, I think it’s trying to find that balance.”

A trained Vancouver Island Crisis Society operator can be reached 24-hours a day at 1-888-494-3888.

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ian@nanaimonewsnow.com

On Twitter: @reporterholmes