1. What is the MHACC Warm Line?

  The MHACC Warm Line is a confidential support service for mental health, specifically tailored for Chinese immigrants and Chinese-American individuals, offering culturally sensitive and personalized assistance.

2. Who operates the MHACC Warm Line?

  The Warm Line is staffed by multilingual peer support specialists who are fluent in Mandarin, Cantonese, and English.

3. What are the operating hours of the Warm Line?

  The Warm Line is available from Monday to Sunday, 9 AM to 9 PM.

4. Are the Warm Line operators trained?

  Yes, all operators receive comprehensive training on warm line protocols, active listening skills, risk assessment, and methods of support. Our operators are also peers and family members who have lived experience with mental illness, either personally or through caring for someone with a mental illness.

5. Is my call to the Warm Line confidential?

  Absolutely. All interactions are confidential, and information shared is kept within the Warm Line team, except in situations involving threats to self or others.

6. Can the Warm Line help in emergency situations?

  In emergencies like harm threats, medical emergencies, or severe mental health crises, the Warm Line collaborates with emergency services while respecting the dignity and choice of the individual.

7. Does the Warm Line provide follow-up services?

  At the moment, MHACC does not offer in-person follow-up services. We offer follow-up calls at the request of the caller, and we strive to provide ongoing support by closely following cases for longer-term assistance.

8. Can I call the Warm Line on behalf of someone else?

  Yes, if you are concerned about someone else's mental health, you can call the Warm Line for guidance and support. However, direct assistance and intervention are only possible when the individual in need voluntarily engages with the Warm Line themselves.

9. Can I call the Warm Line as frequently as I want to?

  MHACC manages the needs of frequent callers while ensuring availability for everyone. Loose guidelines exist for call frequency and duration, but we offer flexibility based on individual needs.

10. Can I request a specific language when I call the Warm Line?

  Yes, you can select your preferred language through a call menu. If a proficient operator in your dialect isn't immediately available, a callback arrangement can be made.