WTLC provides trauma-informed care to all survivors, starting from the very first time they reach out to us. This begins with our bilingual telephone service, which we call Helpline. Advocates are available 24 hours a day, 7 days a week to take the calls of survivors seeking help – whether that involves an immediate shelter stay or community-based services like counseling and legal advocacy. Not only does Helpline provide support to survivors in crisis, but our staff also helps provide education and resources to concerned friends and family members, as well as referrals to partner organizations for callers who are not survivors of domestic violence or human trafficking, but who need other kinds of help.
Our helpline used to be called a “hotline,” but WTLC understands how powerful language is, and how it plays a role in trauma-informed care. The words you use matter – language can evoke calmness, happiness, anger, or fear. With this in mind, we renamed our 24/7 telephone service “helpline,” both to emphasize that the service is intended first and foremost to provide actual, tangible help, and to better describe the range of assistance available through this service. A person does not have to actively be in crisis to reach out to our Advocates for help. Everyone is on their own journey, and our team is there to meet each caller wherever they are on that journey.
Helpline Advocates work to establish a safe space for all callers, encouraging survivors to share their stories openly and without judgment. Our role is not to tell survivors what they should be doing, but to listen to their experiences and help them decide what next steps are right for them and their individual situations. We strive to create a positive experience for those in our programs and helping them feel empowered to move forward and heal. Everyone’s journey is unique, which is why WTLC focuses on providing compassionate, individualized, trauma-informed care to survivors so they can live a physically and mentally healthy life even after they leave our organization.