What began as a volunteer opportunity after seeing a television ad has grown into a nearly 30-year career in crisis response for Tim Jansen, CEO of Community Crisis Services.
Since starting his journey in 1996, Jansen has witnessed a remarkable transformation in how mental health care is delivered. Recently, he came across his original crisis line manual and was struck by how much has changed.
“As we move forward, the more research we have, the better we can meet people where they are,” says Jansen. “Now we’re doing things trauma-informed. Back in the day, we were just answering the phone with some awesome people who were taught good listening skills. Now there is some purpose behind what we teach people and how we teach people.”
Over the years, Jansen has seen Community Crisis Services evolve from a volunteer-based organization to a full network of paid staff members, expanding to include emergency shelter services and other supports for those in crisis.
“It’s always been about meeting people where they are and figuring out exactly how we can keep them safe, housed and happy,” says Jansen.
Jansen believes the introduction of the 9-8-8 Suicide and Crisis Lifeline has been a major step forward, bringing more funding and collaboration among crisis services providers – particularly around identifying best practices for intervention, prevention and postvention. Still, Jansen believes there’s work to be done to increase education, awareness and understanding of 988’s purpose.
“Hopefully it will continue to grow and see appropriate funding and good outcomes,” says Jansen. “I think it’s really important because it’s easy to remember – but the education needs to be clear that although it’s a three-digit number, it is not 911.”
A recent study found that only one in five people are familiar with 988. However, Jansen remains optimistic.
“There is a lot of confusion where people think ‘it’s 911 for mental health’ – it is a suicide and crisis line and yes, we can help people with an emergency, but lots of things are not going to be done immediately,” says Jansen. “It’s a matter of expectation of resources and the efficiency of how quickly something can get fixed – it’s not magic. I wish it were.”
At Community Crisis Services, LivingWorks ASIST training is a cornerstone of professional development. Every staff member must complete the training within their first six months of employment, and re-certify every three years.
“As soon as we could, I required everyone who was answering the phone to be trained in LivingWorks ASIST,” says Jansen. “It just gives a beautiful way to help people get from where they are to where they’re going. It has made every person who works in my shop a better interventionist and a better human being.”
Jansen compares LivingWorks ASIST to first-aid training – a skill that’s both essential and empowering.
“Crisis counselors just want the proper tools, and this is the proper tool,” says Jansen. “I just think it’s challenging enough where you get people in a place where they’re eager to learn, but it’s also safe enough that no matter what your background is, you can do it.”
For Jansen, the heart of crisis work and community care is simple: kindness.
“If someone is struggling to walk somewhere, we don’t hesitate to put an arm out and walk with them. This is the same thing. We’re walking with someone through a challenge,” says Jansen. “As we move things forward, it’s super important that when folks need help, we’re there to do it. Kindness is free – it costs you nothing.”
Tune in for Connection In Action featuring Tim Jansen on our LivingWorks LinkedIn and Facebook pages LIVE on Thursday, October 30 9:30 a.m. MST | 11:30 a.m. EST | 4:30 p.m. GMT
