Case Study
Chimo Crisis Line Equity & Access
Community engagement and training to address the unique challenges of Crisis Lines in reaching and supporting underrepresented people.
Project Details
Client: Chimo Community Services
Location: Richmond, BC
Who we were working with: Crisis Line responders, staff & volunteers, indigenous partners, community orgs serving underrepresented groups
What we were addressing
The Crisis Line Equity & Access project aimed to reduce barriers for underrepresented groups in accessing Chimo’s Crisis Lines. In the early stages of the project, we heard from sector leadership and drew on well-documented findings that groups such as men, 2SLGBTQIA+ people and Indigenous people are not well-served by Crisis Lines. Further, the demographics of Richmond being predominantly immigrants and the fact that the 988 and the provincial Crisis Lines networks only offer 1st language services in English or French allowed us to assume that certain language and cultural groups were not accessing Chimo Crisis Lines. Beyond that, identifying who is accessing Crisis Lines and understanding their experience was challenging because of limits on data collection and the confidentiality issues inherent in the Crisis Line system.
How we were addressing it?
Robust and intentional Staff and Community Engagement were key to the foundation of all project activities. A public survey distributed through Chimo programs and community partners was completed by 125 respondents. The information gave us a snapshot of people’s awareness, preferences and perceived appropriateness of Crisis Lines, and allowed us to identify underrepresented groups. Focus groups were then facilitated for: Cantonese, English online, Farsi, Mandarin, Spanish, Men, 2SLGTBQIA+ people and people with diverse abilities. Care was given to tend to the privacy and wellbeing of participants. Our practices included consultation and co-facilitation with people with lived experience similar to that of those attending the each group, participant-centred strategies to address language and cultural barriers, and flexibility in responding to the unique context of each group.
Flow Society facilitated Fall and Spring Training Sessions for Chimo Crisis Line staff and volunteers and all Chimo staff to increase awareness and competencies in providing safe and inclusive services. Sessions were informed by the project’s Community Engagement findings, Indigenous leaders, and guest speakers with lived experience. Community partners In a Good Way Consulting and Qmunity provided learning sessions on decolonizing practices and Indigenous learning, and the unique histories and experiences of 2SLGBTQIA+ people. Further sessions were provided to Crisis Line responders by people with lived experience as indigenous and disabled people accessing services.
Throughout the project, the Flow team worked closely with Chimo leadership to ensure that activities were grounded in the context of current and future-focused service delivery, as well as to respond to challenges and opportunities that support Chimo’s long-term commitment to inclusive and culturally safe operations and services.
Outcomes
Awareness
Key themes that emerged as critical to improving Crisis Lines: 1st language services; considerations for cultural safety & stigma; human-centered, trust-based approaches.
Training & Online Resources
Staff and volunteers, including responders, are informed by Indigenous perspectives and the lived experience of people with disabilities, and 2SLGBTQIA+ people.
Policy Revisions
Chimo services and operations are guided by the following policies: Equity, Diversity & Inclusion; Accessibility; Language Access; Inclusive Purchasing.
Testimonial
