May 23, 2026 • 16 mins
Here in Massachusetts, members of the team at Samaritans Southcoast in Westport are often the ones you connect with when you call, text, or chat the 988 Lifeline. They recently secured a major contract from the state to provide those services for not just southeastern Massachusetts, but the entire Commonwealth 24/7 by the end of the year! It's a challenge Executive Director Darcy Lee says they're ready for. She talks with Nichole about how they're preparing for this new responsibility.
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Speaker 1 (00:07):
From WBZ News Radio in Boston. This is New England Weekend.
Each week right here we come together, we talk about
all the topics important to you and the place where
you live. Great to be back with you again this week.
I'm Nicole Davis. If you're here in Massachusetts and you
found yourself reaching out for help using the nine eight
eight Suicide and Crisis Hotline, there's a pretty good chance
(00:27):
you've connected with somebody from Samaradan, South Coast and Westport.
Your team of volunteers are the voice you hear or
the person on the other end of the text when
you're in a moment of crisis. They take a lot
of those calls every year, and now they've been chosen
by the state to serve in a much bigger role.
They've received a major grant from the Public Health Department
to expand their services not just to southeastern mass but
(00:48):
to cover the entire commonwealth. Soon. That coverage also is
not going to be just calls, but texting and chatting
twenty four hours a day, seven days a week. This
is a big task, but executive director Darcy Lisa, they're
up for it. Darcy, thanks for being here on the
show this week. And for starters. If people aren't familiar
with the Samaritans the work you do, tell us a
bit more about that work.
Speaker 2 (01:09):
Meredan South Coast is a forty three year old organization
located in Westport, Massachusetts. We have seventy trained staff, volunteers
and student interns who answer calls and now text and
chat on the nine to eight to eight hot line
twenty four hours a day, seven days a week. We
(01:31):
are the state's full service nine eighty eight center answering calls,
text and chat twenty four hours a day, seven days
a week.
Speaker 1 (01:39):
Wow, twenty four to seven. That is a lot of
staffing to contend with. And you said a lot of
volunteers are involved here. How does that process all work.
Speaker 2 (01:46):
Well, we take volunteers all year long who are interested
in working on the hotline and now text and chat,
so there is a training program that they go through.
They are trained at least forty hours. It is a
minimum of forty hours of training and then training about
(02:07):
safety planning, warm transfers to mobile crisis intervention, the Behavioral
Health Helpline to other hotlines where people can receive help
that they're looking for for interventions that happens as well,
so we're constantly training on best practices and on ways
where people can feel heard and supported on the hotline.
Speaker 1 (02:32):
Yeah, that is a time when somebody calls you when
in many cases they're at the worst point that they've
been in their life, or they're just really struggling and
they can't seem to find a good way forward. That
has got to take a certain type of volunteer to
be able to handle that. Tell me a little bit
about your volunteer base and who they are.
Speaker 2 (02:50):
Volunteers come from every walk of life. They just have
to have that interest in wanting to help people, right.
We also have volunteers who are students interns from our
undergraduate institutions around the South Coast and also masters level
interns who are receiving their Masters and social work. So
(03:11):
we are helping to train the next generation of social workers,
medical professionals, educators, psychiatrists, psychologists, clinicians, therapists, the people who
are going to be doing this work and working in
the general population supporting people around their mental health and
(03:32):
wellness in the future.
Speaker 1 (03:33):
Yeah, and last year alone, I see here you answered
almost forty thousand calls and people might think Samaricans South coast.
I mean, I'm from the south coast, so I know
that we're talking like New Bedford Fall River, you know,
getting over to Wareham and whatnot. Not the Cape, but anyway,
So you would think that that would be forty thousand
calls from that part of the state, but no, you
have a much broader reach. And that was even before
(03:54):
you became the state's full time center.
Speaker 2 (03:57):
Correct. So we answer calls pri smarily for Bristol and
Norfolk Counties. We answer back up for other centers in
Massachusetts who serve Wooster County, Plymouth County, Barnstable County, Dukes County,
and Nantucket Counties. So we really are answering for half
(04:19):
of the state, and that's on the phone calls alone.
But now with this introduction of text and chat, we
are answering text and chat for the entire state. Wow.
Speaker 1 (04:28):
So tell me a little bit about that new program.
This is a five hundred thousand dollars contract. All the
good you can do. That's got to be just incredible
news for you. So how did this all come about.
Speaker 2 (04:38):
We applied to the Department of Public Health for this
contract last November and we received the news, the good
news that we would be awarded the contract for a
pilot program moving forward this year and being able to
roll this program out in increments so that our staff
(05:01):
is fully trained and ready to answer text and chat.
So right now we're answering six hours a day with
backup from Vibrant Emotional Health. Vibrant Emotional Health is the
national center that overseas ninety to eight overall. By October,
we will be twenty four hours a day with text
(05:23):
and chat. So we are afforded this opportunity, Nicole, because
we have built an infrastructure around our call taking on
the hotline that supports our call takers, our crisis counselors
as much as it supports our callers, and that's really important.
(05:43):
This is hard work, this is impactful work, and it
is rewarding work, but it can also be traumatic work
as well, so not just hearing people at their darkest moments,
but also different situations that people are going through, and
we allow people to call and say whatever they need
(06:04):
to say on the phone. Same with the text and chat.
So as we built up our organization and our infrastructure
to answer the ninety eight calls, beginning in twenty twenty two,
we are doing the very same with text and chat.
So our crisis counselors are supported by trained supervisors who
(06:25):
reach out for emergency intervention when needed, but also we
support those crisis counselors when they are on the phone
and making sure that they are safe and get what
they need.
Speaker 1 (06:39):
So I did have a question actually when I knew
I was going to talk to you. So maybe you
can shed a bit of light on this because I
remember last year the nationwide nine eight eight hotline ended
its services for LGBTQ young people. Has that impacted your
work and if so, how and if not, well how
I guess it.
Speaker 2 (06:57):
Did impact our work, Nicole, And in fact, we learned
a month prior to when that service was going to end.
It ended on July seventeenth of last year, twenty twenty five.
We learned a month prior to that that the federal
government was not going to fund the press three option
for ninety eight eight. And we know that young people
(07:21):
who are calling nine eight eight and are part of
the LGBTQ plus community are at greater risk of attempting suicide,
They are at greater risk of being bullied, of being
discriminated against, and need more support than your average caller.
(07:41):
Now that doesn't mean, of course, that we're not going
to support every caller the same way. We take every
call the same way, but what was different here is
that we had to be prepared for more callers at
higher risk and at the outset of the call we
always ask are you suicidal? We had to be ready
(08:03):
for more people saying yes, And so we took a
page out of the Trevor Project and we were able
to train using some of their trainings around cultural competencies
and also around working with people so that we could
be more affirming with them and recognizing that they were
(08:26):
at higher risk and that we might have to act
sooner during a phone call to get that crisis intervention
in place for them. Now, what really helps, too is
that we are able to do warm transfer phone calls
to mobile crisis intervention that is provided through our community
behavioral health centers statewide actually, and so that helps people
(08:50):
because anybody can be assessed on the phone by a
clinician through a warm transfer phone call that we have
provided for them, so they don't have to repeat their
story again. We can repeat it for them and they
can move into that assessment phase and then they can
be seen in the community where they are located. That's
(09:12):
what's so important to remember about nine eight eight is
it is the continuum of crisis services that happens right
here locally for anyone who is calling from Pittsfield to Provincetown,
right and so they're going to get services that are
local to them. They're going to get resources and referrals
(09:34):
that are local to them as well, and they will
also be seen at a community behavioral health center that
is local to them if they need it. We look
at nine to eighty eight as the first stop on
the Massachusetts Behavioral health roadmap. There is someone to respond.
Mobile crisis intervention clinicians from the community behavioral health centers
(09:58):
will go out to where a person is and see them,
and then the place to go is the community behavioral
health center. So all services in the local community where
the person is at.
Speaker 1 (10:10):
Sometimes people just want to be heard, and I'm grateful
that you're there to give them that support. So where
do we go from here? You've got this contract you mentioned.
October is where text and chat is coming in. Give
me a bit of a timeline here for the next
six months, like how this is all going to play out.
Speaker 2 (10:26):
Already answering text and chat six hours a day with
backup from Vibrant Emotional Health, and we are rolling it out,
training new people, hiring new people, getting everyone in place,
and that infrastructure in place so that we will be
twenty four hours by October. How it plays out is
(10:47):
that more people can reach the nine eight eight hotline
whoever needs us, from wherever they are and through any
of the methods that are available. Sometimes you can't talk
on the phone. You might need privacy, maybe you're riding
a train, or it's the middle of the night, or
(11:07):
you might be hearing impaired. So texting and chatting offers
people the opportunity to reach out whenever they need us.
And we're really excited to be able to provide this
service and know that we can build upon the foundation
that our Massachusetts Department of Public Health has established here
(11:29):
in Massachusetts, and our federal government has established with the
biggest investment they have made in mental health services in
the history of the United States. So we're part of
a movement that really fills the gap for so many people.
Anyone can reach out of any age, for any reason.
(11:50):
And I mentioned earlier about that emergency intervention. We want
people to call us before they get to a crisis
level because that keeps them safer. But if you're in crisis,
do reach out. We want people to think of nine
eight eighth the way we all think of nine to
(12:10):
one one when you need law enforcement and emergency you've
had an accident. We want people to think of ninety
eight eight as the very same, but for emotional crises.
And what's really beneficial too, is that not everybody will
end up in an emergency room. We only call rescue
for about one percent of our callers, yet eleven percent
(12:31):
of them are suicidal at the outset of the call.
So that's really important for people to recognize a lot
of people are afraid to reach out, whether it's call, text,
or chat, because they're afraid that law enforcement's going to
get involved, or they will have to take that ambulance ride,
which is an additional cost for many people, they'll end
up in an emergency room where they might not get
(12:54):
the care they need. That's where mobile crisis comes in.
So there's a lot that we can do on the
hotline and now with text and chat that keeps people safer,
that keeps people where they are in their community and
getting the services that they need, bridging that gap for
so many people.
Speaker 1 (13:12):
So if somebody needs you again, grab your phone text
nine eight eight right there. Super simple. Also, by the way,
the chat services do they go to your website Samardan
South Coast? How do they go about doing that?
Speaker 2 (13:25):
If you want to chat on a computer, simply type
into your browser nine eight eight lifeline dot org.
Speaker 1 (13:33):
Wow, that's super simple. Okay, So you don't have to
know about the Samaritans website literally, just nine eight eight
lifeline dot org and it's going to know you're in Massachusetts.
You're going to be connected to somebody here in the
base state.
Speaker 2 (13:45):
That's correct.
Speaker 1 (13:46):
Fabulous. And then again if you are in Massachusetts, all
you have to do to talk to somebody nine eight
eight and it's going to connect to you there at
the Samaritans beautiful. All right, Well, how can people find
out more about the work you're doing? And uh, maybe
you know you if you're calling for donations, if you
need to volunteers, how can people get involved people.
Speaker 2 (14:05):
Are interested in learning more about Samaritans South Coast services,
simply go to samaritanssco dot org. That's our website. You
can also call textra chat. From there, you can also
learn about our Safe Place peer to peer support group
for people who have lost someone to suicide. We have
(14:25):
a twice monthly group that meets virtually and people can
join that. It's a way that people can heal, be
with others who have experienced the same type of grief
and share resources as well as that support system that
they need. We also do bully prevention activities in our
(14:46):
community with young people and their caregivers, parents, guardians. We
do that at help fares across both Bristol County and
Norfolk County. We're going to be expanding that as well
now that we are statewide for text and chat services,
so there's also links there for people who are looking
(15:06):
to volunteer. We do have some paid positions as well,
and if there are any student interns out there, we
welcome you to join our internship program because we're really
proud that we are able to help educate our future
caregivers in this state and that's really exciting for us.
Speaker 1 (15:28):
That's super exciting, and really thank you for the work
you're doing. And to all the Samaritans volunteers out there,
if you can hear this, thank you because this is critical,
important work for our community. So again, Samaritansoco dot org
if you're on the South coast, but again nine eight
eight call text, it's there for you. Darcy. Thank you
(15:48):
so much for the time.
Speaker 2 (15:49):
Thank you.
Speaker 1 (15:50):
That's it for the show this week. Thanks again for
joining us this time around. I hope you have a
safe and healthy Memorial Day weekend as we remember those
who made the ultimate sacrifice. Please to us again next
week for another edition of the show. I'm Nicole Davis
from WBZ News Radio on iHeartRadio.
From WBZ News Radio in Boston. This is New England Weekend.
Each week right here we come together, we talk about
all the topics important to you and the place where
you live. Great to be back with you again this week.
I'm Nicole Davis. If you're here in Massachusetts and you
found yourself reaching out for help using the nine eight
eight Suicide and Crisis Hotline, there's a pretty good chance
(00:27):
you've connected with somebody from Samaradan, South Coast and Westport.
Your team of volunteers are the voice you hear or
the person on the other end of the text when
you're in a moment of crisis. They take a lot
of those calls every year, and now they've been chosen
by the state to serve in a much bigger role.
They've received a major grant from the Public Health Department
to expand their services not just to southeastern mass but
(00:48):
to cover the entire commonwealth. Soon. That coverage also is
not going to be just calls, but texting and chatting
twenty four hours a day, seven days a week. This
is a big task, but executive director Darcy Lisa, they're
up for it. Darcy, thanks for being here on the
show this week. And for starters. If people aren't familiar
with the Samaritans the work you do, tell us a
bit more about that work.
Speaker 2 (01:09):
Meredan South Coast is a forty three year old organization
located in Westport, Massachusetts. We have seventy trained staff, volunteers
and student interns who answer calls and now text and
chat on the nine to eight to eight hot line
twenty four hours a day, seven days a week. We
(01:31):
are the state's full service nine eighty eight center answering calls,
text and chat twenty four hours a day, seven days
a week.
Speaker 1 (01:39):
Wow, twenty four to seven. That is a lot of
staffing to contend with. And you said a lot of
volunteers are involved here. How does that process all work.
Speaker 2 (01:46):
Well, we take volunteers all year long who are interested
in working on the hotline and now text and chat,
so there is a training program that they go through.
They are trained at least forty hours. It is a
minimum of forty hours of training and then training about
(02:07):
safety planning, warm transfers to mobile crisis intervention, the Behavioral
Health Helpline to other hotlines where people can receive help
that they're looking for for interventions that happens as well,
so we're constantly training on best practices and on ways
where people can feel heard and supported on the hotline.
Speaker 1 (02:32):
Yeah, that is a time when somebody calls you when
in many cases they're at the worst point that they've
been in their life, or they're just really struggling and
they can't seem to find a good way forward. That
has got to take a certain type of volunteer to
be able to handle that. Tell me a little bit
about your volunteer base and who they are.
Speaker 2 (02:50):
Volunteers come from every walk of life. They just have
to have that interest in wanting to help people, right.
We also have volunteers who are students interns from our
undergraduate institutions around the South Coast and also masters level
interns who are receiving their Masters and social work. So
(03:11):
we are helping to train the next generation of social workers,
medical professionals, educators, psychiatrists, psychologists, clinicians, therapists, the people who
are going to be doing this work and working in
the general population supporting people around their mental health and
(03:32):
wellness in the future.
Speaker 1 (03:33):
Yeah, and last year alone, I see here you answered
almost forty thousand calls and people might think Samaricans South coast.
I mean, I'm from the south coast, so I know
that we're talking like New Bedford Fall River, you know,
getting over to Wareham and whatnot. Not the Cape, but anyway,
So you would think that that would be forty thousand
calls from that part of the state, but no, you
have a much broader reach. And that was even before
(03:54):
you became the state's full time center.
Speaker 2 (03:57):
Correct. So we answer calls pri smarily for Bristol and
Norfolk Counties. We answer back up for other centers in
Massachusetts who serve Wooster County, Plymouth County, Barnstable County, Dukes County,
and Nantucket Counties. So we really are answering for half
(04:19):
of the state, and that's on the phone calls alone.
But now with this introduction of text and chat, we
are answering text and chat for the entire state. Wow.
Speaker 1 (04:28):
So tell me a little bit about that new program.
This is a five hundred thousand dollars contract. All the
good you can do. That's got to be just incredible
news for you. So how did this all come about.
Speaker 2 (04:38):
We applied to the Department of Public Health for this
contract last November and we received the news, the good
news that we would be awarded the contract for a
pilot program moving forward this year and being able to
roll this program out in increments so that our staff
(05:01):
is fully trained and ready to answer text and chat.
So right now we're answering six hours a day with
backup from Vibrant Emotional Health. Vibrant Emotional Health is the
national center that overseas ninety to eight overall. By October,
we will be twenty four hours a day with text
(05:23):
and chat. So we are afforded this opportunity, Nicole, because
we have built an infrastructure around our call taking on
the hotline that supports our call takers, our crisis counselors
as much as it supports our callers, and that's really important.
(05:43):
This is hard work, this is impactful work, and it
is rewarding work, but it can also be traumatic work
as well, so not just hearing people at their darkest moments,
but also different situations that people are going through, and
we allow people to call and say whatever they need
(06:04):
to say on the phone. Same with the text and chat.
So as we built up our organization and our infrastructure
to answer the ninety eight calls, beginning in twenty twenty two,
we are doing the very same with text and chat.
So our crisis counselors are supported by trained supervisors who
(06:25):
reach out for emergency intervention when needed, but also we
support those crisis counselors when they are on the phone
and making sure that they are safe and get what
they need.
Speaker 1 (06:39):
So I did have a question actually when I knew
I was going to talk to you. So maybe you
can shed a bit of light on this because I
remember last year the nationwide nine eight eight hotline ended
its services for LGBTQ young people. Has that impacted your
work and if so, how and if not, well how
I guess it.
Speaker 2 (06:57):
Did impact our work, Nicole, And in fact, we learned
a month prior to when that service was going to end.
It ended on July seventeenth of last year, twenty twenty five.
We learned a month prior to that that the federal
government was not going to fund the press three option
for ninety eight eight. And we know that young people
(07:21):
who are calling nine eight eight and are part of
the LGBTQ plus community are at greater risk of attempting suicide,
They are at greater risk of being bullied, of being
discriminated against, and need more support than your average caller.
(07:41):
Now that doesn't mean, of course, that we're not going
to support every caller the same way. We take every
call the same way, but what was different here is
that we had to be prepared for more callers at
higher risk and at the outset of the call we
always ask are you suicidal? We had to be ready
(08:03):
for more people saying yes, And so we took a
page out of the Trevor Project and we were able
to train using some of their trainings around cultural competencies
and also around working with people so that we could
be more affirming with them and recognizing that they were
(08:26):
at higher risk and that we might have to act
sooner during a phone call to get that crisis intervention
in place for them. Now, what really helps, too is
that we are able to do warm transfer phone calls
to mobile crisis intervention that is provided through our community
behavioral health centers statewide actually, and so that helps people
(08:50):
because anybody can be assessed on the phone by a
clinician through a warm transfer phone call that we have
provided for them, so they don't have to repeat their
story again. We can repeat it for them and they
can move into that assessment phase and then they can
be seen in the community where they are located. That's
(09:12):
what's so important to remember about nine eight eight is
it is the continuum of crisis services that happens right
here locally for anyone who is calling from Pittsfield to Provincetown,
right and so they're going to get services that are
local to them. They're going to get resources and referrals
(09:34):
that are local to them as well, and they will
also be seen at a community behavioral health center that
is local to them if they need it. We look
at nine to eighty eight as the first stop on
the Massachusetts Behavioral health roadmap. There is someone to respond.
Mobile crisis intervention clinicians from the community behavioral health centers
(09:58):
will go out to where a person is and see them,
and then the place to go is the community behavioral
health center. So all services in the local community where
the person is at.
Speaker 1 (10:10):
Sometimes people just want to be heard, and I'm grateful
that you're there to give them that support. So where
do we go from here? You've got this contract you mentioned.
October is where text and chat is coming in. Give
me a bit of a timeline here for the next
six months, like how this is all going to play out.
Speaker 2 (10:26):
Already answering text and chat six hours a day with
backup from Vibrant Emotional Health, and we are rolling it out,
training new people, hiring new people, getting everyone in place,
and that infrastructure in place so that we will be
twenty four hours by October. How it plays out is
(10:47):
that more people can reach the nine eight eight hotline
whoever needs us, from wherever they are and through any
of the methods that are available. Sometimes you can't talk
on the phone. You might need privacy, maybe you're riding
a train, or it's the middle of the night, or
(11:07):
you might be hearing impaired. So texting and chatting offers
people the opportunity to reach out whenever they need us.
And we're really excited to be able to provide this
service and know that we can build upon the foundation
that our Massachusetts Department of Public Health has established here
(11:29):
in Massachusetts, and our federal government has established with the
biggest investment they have made in mental health services in
the history of the United States. So we're part of
a movement that really fills the gap for so many people.
Anyone can reach out of any age, for any reason.
(11:50):
And I mentioned earlier about that emergency intervention. We want
people to call us before they get to a crisis
level because that keeps them safer. But if you're in crisis,
do reach out. We want people to think of nine
eight eighth the way we all think of nine to
(12:10):
one one when you need law enforcement and emergency you've
had an accident. We want people to think of ninety
eight eight as the very same, but for emotional crises.
And what's really beneficial too, is that not everybody will
end up in an emergency room. We only call rescue
for about one percent of our callers, yet eleven percent
(12:31):
of them are suicidal at the outset of the call.
So that's really important for people to recognize a lot
of people are afraid to reach out, whether it's call, text,
or chat, because they're afraid that law enforcement's going to
get involved, or they will have to take that ambulance ride,
which is an additional cost for many people, they'll end
up in an emergency room where they might not get
(12:54):
the care they need. That's where mobile crisis comes in.
So there's a lot that we can do on the
hotline and now with text and chat that keeps people safer,
that keeps people where they are in their community and
getting the services that they need, bridging that gap for
so many people.
Speaker 1 (13:12):
So if somebody needs you again, grab your phone text
nine eight eight right there. Super simple. Also, by the way,
the chat services do they go to your website Samardan
South Coast? How do they go about doing that?
Speaker 2 (13:25):
If you want to chat on a computer, simply type
into your browser nine eight eight lifeline dot org.
Speaker 1 (13:33):
Wow, that's super simple. Okay, So you don't have to
know about the Samaritans website literally, just nine eight eight
lifeline dot org and it's going to know you're in Massachusetts.
You're going to be connected to somebody here in the
base state.
Speaker 2 (13:45):
That's correct.
Speaker 1 (13:46):
Fabulous. And then again if you are in Massachusetts, all
you have to do to talk to somebody nine eight
eight and it's going to connect to you there at
the Samaritans beautiful. All right, Well, how can people find
out more about the work you're doing? And uh, maybe
you know you if you're calling for donations, if you
need to volunteers, how can people get involved people.
Speaker 2 (14:05):
Are interested in learning more about Samaritans South Coast services,
simply go to samaritanssco dot org. That's our website. You
can also call textra chat. From there, you can also
learn about our Safe Place peer to peer support group
for people who have lost someone to suicide. We have
(14:25):
a twice monthly group that meets virtually and people can
join that. It's a way that people can heal, be
with others who have experienced the same type of grief
and share resources as well as that support system that
they need. We also do bully prevention activities in our
(14:46):
community with young people and their caregivers, parents, guardians. We
do that at help fares across both Bristol County and
Norfolk County. We're going to be expanding that as well
now that we are statewide for text and chat services,
so there's also links there for people who are looking
(15:06):
to volunteer. We do have some paid positions as well,
and if there are any student interns out there, we
welcome you to join our internship program because we're really
proud that we are able to help educate our future
caregivers in this state and that's really exciting for us.
Speaker 1 (15:28):
That's super exciting, and really thank you for the work
you're doing. And to all the Samaritans volunteers out there,
if you can hear this, thank you because this is critical,
important work for our community. So again, Samaritansoco dot org
if you're on the South coast, but again nine eight
eight call text, it's there for you. Darcy. Thank you
(15:48):
so much for the time.
Speaker 2 (15:49):
Thank you.
Speaker 1 (15:50):
That's it for the show this week. Thanks again for
joining us this time around. I hope you have a
safe and healthy Memorial Day weekend as we remember those
who made the ultimate sacrifice. Please to us again next
week for another edition of the show. I'm Nicole Davis
from WBZ News Radio on iHeartRadio.
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