In 2021, we responded to 152,272 contacts. This includes crisis, ConnecTeen, 211, counselling and SORCe contacts, as well as well as contacts taken on behalf of partner agencies, including Canada Suicide Prevention Service, the Family Violence Info Line and the Bullying Helpline.
Distress Centre offers 24/7 crisis and 211 support by phone, chat and text. Phone support is available in over 200 languages. Our youth program ConnecTeen provides youth peer support by highly trained youth volunteers. We provide free, confidential crisis counselling. Our programs at SORCe serve clients experiencing or at risk of experiencing homelessness.
Volunteers gave 46,365 hours in the contact centre and remotely.
213 new volunteers undertook training
93% of our volunteers say they use their volunteering skills outside of DC with their family, at school, work and in the community
Our crisis line volunteers represent $758,887 in savings in salaries
Our highly trained volunteers and staff responded to 56,440 crisis contacts. In 2021, we introduced crisis text and crisis text and chat expanded to 24 hour availability.
49% of all online contacts identified suicide as a top concern and we generally received increasing numbers of suicide-related contacts during the year.
However, we did not see an equal increase in emergency intervention. 994 emergency interventions were supported by Distress Centre in 2021, a 5% decrease compared to the year before
The top four crisis caller concerns were anxiety, depressed mood, suicide ideation and family relationships
ConnecTeen volunteers and staff responded to 4,689 contacts
95.9% of surveyed ConnecTeen users reported a stable or reduced level of distress at the end of their chat session
211 responded to 53,842 contacts in 2021.
We saw a 24% increase in contact volume from 2020. This includes all calls, chats and texts, as well as follow-up contacts with service users.
There was a 36% increase in completed follow-up contacts
The Community Resource Database kept community resource and service information up-to-date
Issues included queries on the latest public health regulations, coping with social isolation, financial struggles, childcare challenges and help for suicidal ideation
Basic Needs Fund
We distributed over $338,914 to individuals and families who needed one-time financial assistance.
94% of surveyed clients reported that their situation improved since accessing the Basic Needs Fund.
In 2021, 2,327 counselling contacts were completed.
We saw a 19% increase in counselling intakes averaging 167 per month
97% of clients at the end of counselling said they are better able to cope with what brought them into counselling
Partner Agencies Support
In addition to our 24 hour crisis line, we also answer the following:
Crisis Services Canada – Canada Suicide Prevention Service
Calgary Senior’s Resource Society – SeniorConnect
The Way In – 403-SENIORS
Family Violence Information Line
18,252 contacts were answered in collaboration with our partner agencies.