It’s three o’clock in the morning, and a high-risk call comes into 211 from someone who has the plans, means and intent to die by suicide. Sarah, a Crisis Supervisor, spends four hours on the phone with the caller assessing needs and providing critical resources, and when the call gets dropped multiple times, she fights to reconnect, continuing to call back. “I struggle with letting it go,” she says.
These high-risk calls are not uncommon on third shift. But Sarah has the expertise and training she needs to respond – she has more than 25 years’ experience working with individuals with substance use disorders and severe mental illness, and she thrives working in a demanding environment.
“I have always been deeply committed to substance use recovery, as addiction has profoundly impacted many people in my life. I firmly believe that while everyone may stumble at times, the true measure of resilience is the ability to get back up.”
Sarah began sharing her experience, strength and hope with United Way of Connecticut in May 2022. It’s the first time in her career working third shift, and she enjoys it, along with morale and camaraderie on her team and the flexibility it offers her to be more present with her children for their school and sports activities. What resonates with Sarah the most is the 211 approach: “We provide a judgment-free space where people are truly heard. We take the time to listen to their full stories, assess underlying struggles and offer referrals, resources and support systems that encourage impactful, meaningful and lasting change.”
This philosophy reminds Sarah of the Portia Nelson poem “There’s a Hole in My Sidewalk.” A person walks down the same path repeatedly, expecting different results, until they recognize the need for change. “That’s the message I want the community we serve to hear: if anyone needs support, 211 is here,” Sarah shares. When Sarah isn’t working, she loves spending time at home in Middletown with her husband, three children (ages 20, 16 and 13), one dog, two cats and three fish. She is very involved in her church and enjoys attending her kids’ sporting events and activities. To decompress from her job? The beach and the stars are Sarah’s serenity.