3 Ways Supervisors Can Support Advocates on Mental Health Helplines
Published on 3/24/2025
Mental health advocacy is incredibly rewarding—but also deeply challenging. Advocates handle emotionally intense calls daily, supporting individuals struggling with substance abuse, eating disorders, gambling addiction, and suicidal ideation. These conversations require patience, skill, and, most importantly, a strong support system to ensure both the advocate and caller receive the best possible care.
That’s where Izzy comes in. Izzy’s advanced call management features—Listen In, Whisper, and Barge In—enable supervisors to provide real-time support, improve training, and step in when needed. These tools ensure that advocates never have to handle difficult calls alone.
1. Listen In: Monitor Calls for Training and Quality Control
The Listen In feature allows supervisors to silently monitor an advocate’s call without the advocate or the caller knowing. This is essential for ensuring high-quality support while maintaining the natural flow of a conversation.
How It Helps:
1. Training & Skill Development – Supervisors can listen to live calls to assess how advocates handle sensitive topics like substance withdrawal, depression, and crisis intervention.
2. Quality Control – By reviewing calls in real time, supervisors can ensure that advocates follow best practices and provide appropriate resources.
3. Performance Insights – Supervisors can take notes and offer constructive feedback after the call to help advocates improve their approach.
This feature is particularly useful for new advocates, as it allows supervisors to understand their strengths and areas for growth without disrupting the call.
2. Whisper: Real-Time Guidance Without the Caller Knowing
The Whisper feature enables supervisors to speak directly to the advocate without the caller hearing. This is like having a coach in your ear, offering real-time advice while maintaining a seamless conversation.
How It Helps:
1. Live Coaching – Supervisors can suggest specific phrases or approaches to help de-escalate a situation.
2. Increased Advocate Confidence – Newer advocates can feel more secure knowing a supervisor is there to guide them.
3. Better Outcomes for Callers – With instant coaching, advocates can provide more accurate, effective, and compassionate responses.
For example, if an advocate is struggling to guide a caller with anxiety or addiction, the supervisor can provide whispered suggestions to steer the conversation in the right direction—without the caller ever knowing.
3. Barge In: Immediate Support When It’s Needed Most
The Barge In feature allows supervisors to join a call as a third party, creating a three-way conversation between the advocate, caller, and supervisor. This is especially critical for suicide calls, where it is legally required to have at least three people on the line.
How It Helps:
1. Legal Compliance – When a caller is suicidal, supervisors can join the call to fulfill the legal requirement of having two people present, while also ensuring that all other necessary protocols are followed.
2. Direct Intervention – If an advocate struggles with a high-risk call, a supervisor can step in and provide immediate professional support.
3. Increased Safety – Suicide crisis calls, overdose situations and violent behavior threats require quick decision-making—Barge In ensures supervisors can assist in real-time.
For example, if an advocate is on a call with someone expressing active suicidal intent, a supervisor can instantly join to provide additional support, coordinate emergency services, and guide the advocate through the next steps.
Izzy: Supporting Mental Health Advocates Every Step of the Way
Mental health crisis calls require skill, patience, and strong support systems—no advocate should have to handle them alone. With Izzy’s Listen In, Whisper, and Barge In features, supervisors can ensure every call is handled with care, professionalism, and the best possible outcome for both the advocate and the caller.
Want to empower your mental health advocates with the right tools? Learn more about how Izzy can support your team today.