“…are calling nonstop and pranking the hotline. I’ve had to stop answering at this point and hope they quit”
—advocate at a crisis hotline
The holiday season often brings more prank or inappropriate calls to nonprofit crisis hotlines.
Is your hotline dealing with inappropriate or prank calls? These often lead to extra debriefing with senior staff and can increase burnout.
Let’s outline a few options you have:
How to Handle Unwanted Callers: Ask your hotline system provider to block inappropriate callers’ numbers.
What if we can’t block permanently? Try blocking them for an hour. Doing so can still make a big difference. Just request a temporary block from your provider.
What if they use anonymous numbers? Various anonymous call types exist, but there are solutions. The FCC’s new technology, STIR/SHAKEN, can help. Operators may already use it. Check your provider here. Contact your hotline provider for guidance.
We don’t want to block anyone, even temporarily. Prepare by asking your hotline system provider to alert your advocates about incoming calls from known or suspected inappropriate numbers.
For a comprehensive look at safety boundaries in routing—including number masking, unwanted caller controls, and after-hours boundaries—see call routing privacy and staff safety.
Finally, if you're looking for a Hotline Management System that'll protect you against inappropriate callers then message us at sales@helplinesoftware.com or ask us about your specific situation. CONTACT OUR TEAM
