Statewide COVID-19 Support Line - Washington Listens
/Washington Listens is a new program to support anyone in Washington experiencing stress due to the COVID-19 pandemic.
The line is composed of regional partners across the state who operate teams of support specialists to help people deal with this uncertain and difficult time.
Interpreter services available.
1-833-681-0211
Monday-Friday 9:00 AM - 9:00 PM
Saturday & Sunday 9:00 AM - 6:00 PM
Washington Listens partners:
American Indian Community Center (AICC)
Colville Tribes
Community Integrated Health Services (CIHS)
Crisis Connections
Frontier Behavioral Health
Okanogan Behavioral Healthcare (OBHC)
Swinomish Tribe
FAQs
Which languages will be made available?
When a person calls the line, they hear an automated greeting about the line and has an option to select a language preference. Across the state, and of the 100+ staff working the line, callers can be assisted in a variety of languages. If there is not a support specialist available to speak the language preferred by the caller, the Health Care Authority (HCA) has partnered with Universal Language and the AT&T language line to assist. When making referrals to other resources, preferred language is also considered in connecting to resources – including if that resource has the ability to provide services in alternative languages and/or has services available to assist those with limited English proficiency. The Washington Listens line is using the same resource database as Washington 211 to assist with referrals and having information related to language assistance by provider is updated routinely.
What training do the support specialists receive on cultural competency when reaching out to different communities?
At Frontier Behavioral Health specifically, all staff are required to participate in our Diversity, Equity and Inclusion training upon hire and then annually thereafter. For the Washington Listens line, all support specialists are required to participate in an 8 hour Core Competency training sponsored by SAMSHA (Substance Abuse and Mental Health Services Administration) which includes several topics specific to cultural competency and trauma. The HCA also requires support specialists to take four, 1-hour trainings with two of those hours dedicated to understanding trauma and cultural competency. I can also offer that it is the full intent of the HCA to make sure calls are regional to the extent possible – specifically with a goal that a caller is speaking with someone from their own community/area. The HCA has also partnered with several tribal providers to support those identifying as Native American in being connected with supports specific to their tribe. Given that the line just starting and that the HCA is still building the network, right now support specialists are taking calls from all around the state – but again, the hope is that with more partners starting in the weeks to come, callers will be directed to a support specialist from their own community.
Given the unrest that resulted from the murder of George Floyd and other African Americans coupled with a pandemic that has disproportionately impacted communities of color, how will the support specialists be trained to address the ongoing trauma being experienced by communities of color?
Several of the trainings that the support specialists are required to take are specific to trauma. Given the recent events impacting our communities of color, both SAMSHA and the HCA are identifying additional training opportunities from local and state-wide experts. HCA has identified some of these potential opportunities and shared that they are working hard to avail these to the support specialists as soon as possible. The network of partners is working closely with all behavioral health agencies across the state to ensure we are connecting individuals to mental health resources if that is something of interest.