[1982-1984]: Looking back on this experience so many years later it seems an odd and uncharacteristically bold thing that I did, to join this telephone crisis counseling service, Help Line, as a volunteer. At the time I just felt the need to take on a challenge of some sort, because I was tired of my usual routine and felt “stuck,” needing to change my life somehow, and I also hoped that by taking on something challenging I might learn more about myself.

So I plunged rather recklessly, as it seems to me now, into this new adventure. It did in fact turn out to be a significant learning experience. I learned something about principles of good communication, and I learned how terribly vulnerable people can be, and that people’s true inner lives are generally very different from their public personalities. Help Line changed my way of looking at people. Up until then I’d never really thought about what people are like underneath their outward appearances, but after getting so many calls from people pouring out all of their secret sorrows and fears, people suffering and often deeply in conflict with themselves, I came to have a greater intuitive feeling for what human nature was, for the great complexity and difficulty of the inner conflicts that almost all of us carry around with us.

When I was on my shift in the phone room I felt I was part of a huge web, composed of the invisible inner lives of all the people in the city, people confused and not knowing what to do about themselves. What must drive a person to call up a total stranger on the phone and talk about his or her personal problems? Even though just a very small percentage of the population of the city actually called us I had the feeling that they must be representative of the general population. I wondered if maybe there was really no one who was well and happy after all, but that all were secretly suffering in some way or other. We were all in it together, whether friend or stranger, talking, listening, needing help, trying to help.

Many of the calls were low-urgency, being mainly requests for information,and many more calls were from people who were troubled by relationship and communication issues such as problems with a spouse, partner, child, parent, or sibling, and who were looking for someone to talk it out with. On such calls I tried to take a (hopefully) common-sense approach and try to help the caller see his or her situation more clearly, to bring them back down to reality and try to get them to focus on what was really going on. As a volunteer one had to resist the temptation to be overly directive and try to “fix” the caller’s problem. Only a very few of the calls were of a crisis nature and those could be challenging, such as the fellow who called, drunk and upset, and said he had just found out that his wife had been having an affair with a friend of his. He said he had a gun and was planning to kill them both. Fortunately I was able to talk him down from this and let him see for himself that this was not a good idea.

I only did Help Line for three years, as it eventually did start to become too routine and a little wearisome to me. But they were good years, years of personal expansion and learning for me. I helped some people and I made many friends among the other volunteers. I learned that I was not as neurotic and screwed-up as I thought I had been, that I was, though somewhat troubled and awkward, basically okay, as was everyone. And that everyone was essentially incomplete and searching, sometimes desperately, for the missing parts of themselves. I felt more connected to other people. I came to have a lot of respect, even a reverence, for people’s vulnerable souls.