b'Crisis LinesCrisis Lines: Adult Volunteer Program Growth Leading the Way with AI Use for Crisis Response and Suicide PreventionOur adult volunteering program is blossoming! Volunteer call counselors have always been a part of our DNA at Lines for Lifebut in March 2020,Lines for Life is putting cutting edge artificial intelligence (AI) to work to help our call counselors be their very best. with COVID, we had to shut down our volunteer program. With hard work from team membersand growing clinical supervisionwe havere-energized the program.Were using AI to improve our training. Most call centers nationwide listen to about 3% of their calls each month to check on quality. Thats how we used to do things at Lines for Life. But On most any given day now, you can find volunteers in the call center, delivering compassion and the incredibly high-quality support that savesweve now trained AI to effectively listen to every single call, every single dayand evaluate lives.After starting over from scratch, we now have 70 active volunteers working side by side as a part of our team. the calls based on criteria we care about. Were listening for things like depth of empathyArtificial intelligence will never be Je Amaechi is a Community Organizer for Unite Oregon and has been volunteering at Linesand open ended-questions - both vital in a successful crisis call. By the end of 2024, wellclient-facing, Clinical Chief Greg for Life for almost two years. Jes career at Unite Oregon includes passing and implementingbe using AI to listen to 100% of our 988 calls, giving unprecedented ability to tailor support,Borders explained, but it can legislation that would expand addiction services and social supports in Oregon.feedback, and coaching for each responder.be transformational as a tool for Meet Finley and Dylanour new AI callers in crisis! Role-play is a critical part of trainingitstraining and improving the quality After dedicating her professional energy to increasing access to treatment services, Jethe way we give people hands-on experience in responding to crisis. But role play with anotherof our work in reaching people. became an LFL volunteer to work more closely with the people using the services sheemployee is awkwardafter all, you know the person in crisis is your colleague. Enter Finley worked to create. and Dylan, our first two AI sims (simulations)! Finley is from Eastern Oregon; Dylan is from Salem. Je is passionate about talking to people on a real level and making meaningfulThey have backgrounds, biographies, feelings and experiences.And call counselors see connections. People talk to others about whats important to them. Thats what we allthese AI-generated emotions on full display as they respond to simulated crisis calls from Dylan should be doing to maintain connections with each other. But it especially helps when itand Finley.Finley, for example, was recently passed over for a job and is feeling suicidal and comes to suicide prevention and mental health. reached out to 988. Lines for Life is transformational for the people who call our crisis lines and for the peopleWeve recently added new sims, including Sim Eva on the YouthLine who answer the calls. Je came to Lines for Life hoping to increase her capacity to be thereand two sims that prepare our responders to support people for others and the work ended up expanding her ability to navigate lifes ups and downs.experiencing election-related stress. Tribal sims, to help our folks better serve people in Je loves volunteering and has fostered a lifelong commitment to serving others. When Im feeling down, I volunteer, she says. It helps metribal communities, feel better.are in the works! We are doing path-breaking work thanks to our partner Reflex AI, CEO Dwight Holton said.Call centers all over the nation are reaching out because they want to follow our lead.10 11'