GOLD2023

CONTACT HELPLINE INC

Where listening saves lives

aka Contact Care Line, Inc.   |   Oak Ridge, TN   |  www.contactlistens.org

Mission

We provide free and compassionate emotional support to people in suicidal crisis or emotional distress through confidential telephone services.

Ruling year info

2020

Executive Director

Bruce Marshall

Main address

PO Box 4641

Oak Ridge, TN 37831 USA

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Formerly known as

Contact Helpline, Inc

EIN

62-0912261

NTEE code info

Human Service Organizations (P20)

Hot Line, Crisis Intervention (F40)

Services to Promote the Independence of Specific Populations (P80)

IRS filing requirement

This organization is required to file an IRS Form 990 or 990-EZ.

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Communication

Programs and results

What we aim to solve

SOURCE: Self-reported by organization

Suicide is the 10th leading cause of death in the U.S. "Each day in Tennessee, an average of three people die by suicide. As of 2017, suicide is the second-leading cause of death for young people (ages 10-19) in Tennessee, with one person in this age group lost to suicide every week. We lose one person between the ages of 10-24 every four days, and every day we lose at least one person over the age of 45—with midlife and older adults remaining at higher risk." (Status of Suicide in Tennessee, 2019)

Our programs

SOURCE: Self-reported by organization

What are the organization's current programs, how do they measure success, and who do the programs serve?

988 Suicide & Crisis Lifeline

We can all help prevent suicide. The 988 Lifeline provides 24/7, free and confidential support for people in distress, prevention and crisis resources for you or your loved ones, and best practices for professionals in the United States.

CONTACT Care Line is the primary 988 lifeline Chat & Text Center for the State of Tennessee. CONTACT also answers 988 Lifeline phone calls for East Tennessee and is a National Lifeline Chat & Text program crisis center. CONTACT responded to over 36,000 individuals in crisis in the last year alone.

Population(s) Served
Adults
Adolescents
Preteens

CONTACT Reassurance supports at-risk seniors in who live alone or are homebound with little or no caregiver support. By making daily, prearranged reassurance calls to these seniors, we help them maintain their independence.

Population(s) Served
Seniors
Economically disadvantaged people

Where we work

Affiliations & memberships

Alliance for Better Non-Profits 2023

Our Sustainable Development Goals

SOURCE: Self-reported by organization

Learn more about Sustainable Development Goals.

Goals & Strategy

SOURCE: Self-reported by organization

Learn about the organization's key goals, strategies, capabilities, and progress.

Charting impact

Four powerful questions that require reflection about what really matters - results.

We provide free and compassionate emotional support to people in suicidal crisis or emotional distress through confidential telephone and other electronic services (chat/text.)

Our vision is to build a world where everyone has someone who really listens.

CONTACT provides crisis hotline programs that are accessible 24 hours a day, 7 days a week. We also have programs to support chronically mentally ill populations.

Our fastest growing program makes daily calls to senior citizens who live alone without caregiver support, allowing these seniors to live independently as long as possible.

We are technology based in our services; utilizing the most effective means of communication with each age group we serve. In the past, that has meant via telephone. We are currently growing into internet chat and text based services as well as continued telephone based services.

We have been continuously nationally accredited since 1973. Our crisis line and senior citizen reassurance program both carry this national certification. We also earned "on line emotional support" accreditation for our chat and text programs. CONTACT is supported by the United Way, other grants, local faith communities, and individual donors.

We've seen growth in the number of National Suicide Prevention Lifeline calls in our area. This is attributed to better publicity of the number and a lowered stigma of seeking help. Next is expansion of the internet chat/text capabilities to reach teens and young adults. We're concerned over the increasing number of teen suicides both in our region and nationally.

How we listen

SOURCE: Self-reported by organization

Seeking feedback from people served makes programs more responsive and effective. Here’s how this organization is listening.

done We shared information about our current feedback practices.
  • How is your organization using feedback from the people you serve?

    To identify and remedy poor client service experiences, To identify bright spots and enhance positive service experiences, To make fundamental changes to our programs and/or operations, To inform the development of new programs/projects, To strengthen relationships with the people we serve, To understand people's needs and how we can help them achieve their goals

  • Which of the following feedback practices does your organization routinely carry out?

    We collect feedback from the people we serve at least annually, We aim to collect feedback from as many people we serve as possible, We take steps to ensure people feel comfortable being honest with us, We look for patterns in feedback based on demographics (e.g., race, age, gender, etc.), We look for patterns in feedback based on people’s interactions with us (e.g., site, frequency of service, etc.), We act on the feedback we receive, We tell the people who gave us feedback how we acted on their feedback, We ask the people who gave us feedback how well they think we responded

  • What challenges does the organization face when collecting feedback?

    It is difficult to get the people we serve to respond to requests for feedback, It is difficult to find the ongoing funding to support feedback collection, Staff find it hard to prioritize feedback collection and review due to lack of time

Financials

CONTACT HELPLINE INC
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Operations

The people, governance practices, and partners that make the organization tick.

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lock

Connect with nonprofit leaders

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Build relationships with key people who manage and lead nonprofit organizations with GuideStar Pro. Try a low commitment monthly plan today.

  • Analyze a variety of pre-calculated financial metrics
  • Access beautifully interactive analysis and comparison tools
  • Compare nonprofit financials to similar organizations

Want to see how you can enhance your nonprofit research and unlock more insights? Learn More about GuideStar Pro.

CONTACT HELPLINE INC

Board of directors
as of 08/22/2023
SOURCE: Self-reported by organization
Board chair

Rachel Lokitz

ORAU

Term: 2016 -

Board leadership practices

SOURCE: Self-reported by organization

GuideStar worked with BoardSource, the national leader in nonprofit board leadership and governance, to create this section.

  • Board orientation and education
    Does the board conduct a formal orientation for new board members and require all board members to sign a written agreement regarding their roles, responsibilities, and expectations? Yes
  • CEO oversight
    Has the board conducted a formal, written assessment of the chief executive within the past year ? Yes
  • Ethics and transparency
    Have the board and senior staff reviewed the conflict-of-interest policy and completed and signed disclosure statements in the past year? Yes
  • Board composition
    Does the board ensure an inclusive board member recruitment process that results in diversity of thought and leadership? Yes
  • Board performance
    Has the board conducted a formal, written self-assessment of its performance within the past three years? Yes

Organizational demographics

SOURCE: Self-reported; last updated 8/22/2023

Who works and leads organizations that serve our diverse communities? Candid partnered with CHANGE Philanthropy on this demographic section.

Leadership

The organization's leader identifies as:

Race & ethnicity
White/Caucasian/European
Gender identity
Male, Not transgender
Sexual orientation
Heterosexual or Straight
Disability status
Person with a disability

Race & ethnicity

Gender identity

Transgender Identity

Sexual orientation

Disability

Equity strategies

Last updated: 08/18/2023

GuideStar partnered with Equity in the Center - an organization that works to shift mindsets, practices, and systems to increase racial equity - to create this section. Learn more

Data
  • We review compensation data across the organization (and by staff levels) to identify disparities by race.
  • We ask team members to identify racial disparities in their programs and / or portfolios.
  • We analyze disaggregated data and root causes of race disparities that impact the organization's programs, portfolios, and the populations served.
  • We disaggregate data to adjust programming goals to keep pace with changing needs of the communities we support.
  • We employ non-traditional ways of gathering feedback on programs and trainings, which may include interviews, roundtables, and external reviews with/by community stakeholders.
  • We disaggregate data by demographics, including race, in every policy and program measured.
  • We have long-term strategic plans and measurable goals for creating a culture such that one’s race identity has no influence on how they fare within the organization.
Policies and processes
  • We use a vetting process to identify vendors and partners that share our commitment to race equity.
  • We have a promotion process that anticipates and mitigates implicit and explicit biases about people of color serving in leadership positions.
  • We seek individuals from various race backgrounds for board and executive director/CEO positions within our organization.
  • We have community representation at the board level, either on the board itself or through a community advisory board.
  • We help senior leadership understand how to be inclusive leaders with learning approaches that emphasize reflection, iteration, and adaptability.
  • We measure and then disaggregate job satisfaction and retention data by race, function, level, and/or team.
  • We engage everyone, from the board to staff levels of the organization, in race equity work and ensure that individuals understand their roles in creating culture such that one’s race identity has no influence on how they fare within the organization.