We all know the frustration of being stuck on hold, bombarded by irritating jingles. The loop repeats endlessly, pushing us too the brink. But what if that familiar hold music isn’t just background noise, but a lifeline for someone in despair? What if it’s the soundtrack to a phone call that could save a life?
This was the critical question facing Toronto’s Center for Addiction and Mental Health as they prepared for the launch of Canada’s groundbreaking 988 suicide crisis helpline. With the launch rapidly approaching, finding the perfect hold music became an unexpected but vital mission.
One year later,the national helpline boasts an impressive record: over 315,000 calls and texts answered. In October alone, 22,654 voice calls came in, with callers facing an average wait time of just 44 seconds – a remarkable feat considering that research suggests many people hang up after just one minute.
Minimizing wait times was crucial, but CAMH knew that even a few precious seconds on hold could be weighty. The right music could create a sense of support and hope,while the wrong choice could exacerbate anxiety. Choosing the perfect soundtrack was paramount.
“Our goal was to curate an environment that nurtures, not burdens,” explained Dr.Allison Crawford, the helpline’s chief medical officer. “Music that sparks hope would be an invaluable asset.”
Astonishingly, the clinical team discovered little scientific literature on the impact of hold music on helplines. They understood that sound was preferable to silence, as silence breeds uncertainty. Research suggested a slower tempo could make the wait feel shorter, while repetitive looping only amplified the sense of time dragging on. Lyrics were ruled out to avoid unintended interpretations, and genre-specific tunes risked alienating listeners. Universally welcoming music was essential.
Helen Davies, the helpline’s communication and marketing manager, embarked on a musical treasure hunt. scouring the centre’s vast music library, she sought melodies that were neither uplifting nor melancholic – neutral compositions that wouldn’t stir strong emotions. The music couldn’t be too busy or too bland, and above all, it needed to be the least irritating option for the widest possible audience.
Listen to the hold music here:
Ten carefully curated selections were presented to the community advisers, a dedicated group of individuals with lived experience of mental health challenges and suicide. They provided invaluable insight throughout the helpline’s progress, shaping everything from website design to responder training manuals.
Community adviser Ms. Bellows listened intently to each possibility.“Hold music has such power— it can profoundly influence yoru mindset as you wait to speak with someone,” she reflected. “would I feel agreeable listening to this for 15 minutes?” became her guiding question.
Another was deemed too reminiscent of epic fantasy quests. Upbeat selections were rejected, as they could possibly make callers feel judged. “When someone is struggling profoundly,their thinking is impaired,” Ms. Bellows explained. “Hearing music vastly different from their emotional state could amplify their distress.”
Trusting her instincts, Ms. Bellows narrowed down the choices, identifying clear favorites and those she would definitively discard. Remarkably, the community advisers’ preferences aligned closely with hers. Three top contenders emerged – and after eliminating one due to subpar audio quality on phone lines, a final decision was made.
The chosen piece, Ms. Bellows’ top pick, is a serene four-minute composition for piano. “We all found it incredibly calming,” she shared. “It evokes a sense of tranquility, similar to the music one might choose for deep breathing exercises.”
A comprehensive evaluation of the helpline is already underway, gathering feedback from users to ensure every aspect meets needs. If the chosen melody doesn’t resonate, Dr. Crawford assures, ”We are open to exploring new music options.”
How does the introduction of services like the 988 suicide crisis helpline reflect changing attitudes towards mental health in society?
Interview between Time.news Editor and Mental Health Expert
Time.news Editor: Thank you for joining us today.I’m excited to discuss the innovative steps taken when launching Canada’s 988 suicide crisis helpline. First, could you elaborate on the importance of hold music in the context of mental health?
Mental Health Expert: Absolutely, and thank you for having me. For many callers, especially those in crisis, being on hold can amplify feelings of anxiety and despair. It’s not just about the wait time; that moment of silence or an irritating jingle can feel interminable.We wanted to transform that necessary waiting period into something that could provide emotional comfort and support.
Time.news Editor: That’s a fascinating viewpoint. The article mentions how the Toronto Center for Addiction and Mental Health (CAMH) recognized the potential impact of the hold music. How do you think their approach made a difference?
Mental Health Expert: CAMH’s awareness that hold music could serve as a lifeline reflects a deep understanding of the needs of those in crisis.The right music not only lessens the urgency of the wait but also nurtures a sense of safety and calm. This can be incredibly crucial for someone wrestling with suicidal thoughts or severe distress, where every second counts.
Time.news Editor: You mentioned the importance of minimizing wait times. With 22,654 voice calls answered in October alone, how does CAMH’s performance compare to typical crisis helplines?
Mental Health Expert: It’s extraordinary, to say the least. The average wait time of just 44 seconds is remarkable, especially since many callers tend to hang up if they’re left on hold for over a minute. their ability to keep callers engaged through this brief wait—with music that resonates emotionally—significantly contributes to their success rate and reflects a commitment to care.
Time.news Editor: Following the launch, it’s encouraging to see that over 315,000 calls and texts have been answered. What does this response tell us about the public’s need for accessible mental health resources?
Mental Health Expert: It demonstrates a notable demand for mental health support and the importance of making such resources widely accessible. The high call volume shows that people are increasingly willing to seek help. Normalizing the conversation around mental health,especially in crisis situations,is vital to overcoming stigma.
Time.news Editor: As an expert in mental health, what advice woudl you give to individuals who might be hesitant to reach out for help, whether it be through helplines or other resources?
Mental Health Expert: I would say that it’s okay to seek help; it’s a sign of strength, not weakness. If you feel overwhelmed, don’t hesitate to call a helpline. The people on the other end are trained to listen and help you without judgment. Remember, you’re not alone in this; so many are facing similar struggles.
Time.news Editor: how can we all contribute to the conversation about mental health and ensure that these resources remain available and effective?
Mental Health Expert: Engagement is key! We can start by sharing our experiences, advocating for mental health resources, and supporting community initiatives like 988. Every voice counts in reducing stigma and building a culture where seeking help is viewed as a positive action. Together, we can create a supportive environment that encourages individuals to reach out when they need it most.
Time.news Editor: Thank you for sharing these insights. It’s reassuring to know that innovations like the hold music at CAMH play a role in saving lives. We appreciate your time and expertise!
Mental Health Expert: Thank you! It’s a pleasure to discuss these crucial topics.