Distress Centres Annual Report - 2014

A year in review (programs):
408 Helpline
We responded to 82, 325 calls in 2014, in comparison to the 75,746 contacts made in 2013. 156,226 calls were
placed during the same time period. The increased volume of activity is a reflection of the higher profile
afforded to our agency in 2014 as a result of the public discourse on suicide and mental health. Distress
Centres occupied a leadership position in this discussion. It also demonstrates the positive outcomes of
our newly-created after-hours coordinator positions in support of monitoring call management practices
to increase capacity and providing relief coverage. Almost 89% of our calls were answered within the
Ministry of Health’s best practice crisis response guidelines of fifteen (15) minutes.
Community Outreach and Education Program
Our Staff were very active in United Way’s Speaker’s Bureau, delivering 2 dozen speeches during the 2014
campaign, for which our agency has been commended. In addition, we were invited to present on 42 additional
occasions, including DCO networking conferences, Bell Canada’s mental health initiatives, and
in response to requests from community agencies, such as Assaulted Women’s Helpline, Family Services,
Public Health, Victim Services, the Toronto Art Therapy Institute and others. As in previous years, most of
these were the result of previous contacts or referrals. Evaluations indicate high levels of satisfaction from
the perspective of relevance and knowledge transfer.
In 2014, agency staff also consulted approximately 20 times with other community organizations with
respect to volunteer management, suicide protocols, helpline development, crisis intervention and mental
health support. As well, our agency’s media profile expanded considerably through the 21 contacts that
were made by their various outlets.
Professional Association of Residents of Ontario (PARO)
Specially selected Distress Centres volunteers are trained to support the unique emotional needs
experienced by medical residents, students, and their families. Our volunteers continue to provide around
the clock, 365 days a year access to support for a multitude of issues; including workplace harassment,
burnout, mental health concerns, as well as maintaining positive work/life balance.
12 volunteers, were newly trained in 2014, maintaining the overall size of the active responder corps at 25.
This is a sufficient number to support the current scheduling roster. A compulsory two-year refresher training
has recently been implemented.
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Distress Centres Annual Report 2014