We do our best to answer as many calls as possible from our trans community. Here’s why you might not have gotten to speak with someone when you called, and what you can do next:
Why wasn’t my call answered?
Sometimes we experience high call volumes. Because we guarantee trans/nonbinary identified operators, we have a limited number of operators. We’re always working on expanding coverage to better meet our community’s need.
Why didn’t I get put in a hold queue?
We don’t put callers on hold to wait, because our community expressed that calling back felt more supportive than being on hold indefinitely.
Why wasn’t my call forwarded to another national hotline with available operators?
Unlike other hotlines, we don’t forward our calls to other services when all our operators are busy. Because we offer peer support from trans people, we cannot guarantee trans operators on other lines. We’re a peer support line too, not just a crisis line, so we don’t forward calls to crisis lines. Lastly, we do not practice non-consensual active rescue or call 911, so we do not forward to other lines who do.
What should I do now?
If you didn’t get through, please keep trying because we want to talk with you.
In the meantime, here are some resources that may be helpful:
Note: Periods of high call volume may also mean that if you are having a casual conversation, an operator may need to wrap up the call while to get to other callers. Please know you are welcome to call back any time.