Callers who complain about their therapist at CSS or other crisis line counselors

When callers on the crisis lines call to complain about their therapist a proper approach to handle such a call is to empathize with the caller, and refer the caller back to their therapist. Keep the conversation about the complaint short and focus the call on self-care.

“I can hear that you are upset. I am limited in what I can do. This sounds like a great conversation to have with your counselor.”

If callers are complaining about other crisis line counselors, empathize briefly, and refer the caller to CSS Feedback Line at 510-420-2463.

“I’m sorry you had a bad experience. Please call the feedback line at 510-420-2463. Let’s focus the call on what is going on in your life.”