Switchboard of Miami
Encyclopedia
Switchboard of Miami, Inc., commonly referred to as Switchboard, is a private
, nonprofit
and registered 501(c)(3) organization located in Miami, Florida
, United States that provides Miami-Dade County
with comprehensive telephone counseling
and referral services to thousands of social service programs. Crisis hotline
s managed by the organization are available 24 hours a day, 7 days a week, 365 days a year. The organization also offers counseling services and prevention programs, such as initiatives aimed at assisting high-risk youth and their families through partnerships with local schools. Since 1968, these services have been offered to the community at no charge. Callers can seek advice confidentially
, as no information is needed by the company in order to receive the services.
and The Children's Trust. Switchboard answers the 2-1-1
hotline in Miami, which is funded by The Children's Trust to help children and families seek information on issues related to school, drug
and alcohol abuse
, domestic violence
, teen pregnancy and more. Switchboard is also one of many partners working with the United Way through Operation Helping Hands to provide aid for earthquake victims in Haiti
and Chile
.
-speaking volunteers that can answer calls made by those who would like to know more about the disaster in Haiti and those who were directly affected by the disaster.
, Spanish
and Creole, making it the only trilingual
call center in the United States. The call center acts as the backup for the National Suicide Prevention Lifeline
for the entire United States in Spanish and for the Southeastern United States
in English.
In addition to the 2-1-1 hotline and the 358-HELP line, the organization maintains ten other service hotlines designed to target specific needs in the community.
, WTVJ 6
and WPLG 10
., as well as printed media such as The Miami Herald
and the Miami New Times
. This press coverage often leads to stronger partnerships, such as the Care Force initiative created by WPLG 10, which connected philanthropic individuals in the community to stories they would see in a segment during WPLG's news broadcasts. The partnership allowed viewers to access a helpline answered by Switchboard, providing help in order to fill the needs of those featured in the segment.
was taking place in Miami during the time, city officials reached out to the volunteers to ask for their help in maintaining order. The Vietnam War
was part of the public agenda, and millions of residents were furious about how it affected their lives. The volunteers agreed to help, and were soon inundated with calls regarding issues far more complex than housing troubles.
Shortly thereafter, the volunteers incorporated to become Switchboard of Miami, Inc. and expanded their hotline services, clinical services and assistance to the community. A full company timeline can be found below.
with just one call."
, database
systems and social networking sites.
Privately held company
A privately held company or close corporation is a business company owned either by non-governmental organizations or by a relatively small number of shareholders or company members which does not offer or trade its company stock to the general public on the stock market exchanges, but rather the...
, nonprofit
Non-profit organization
Nonprofit organization is neither a legal nor technical definition but generally refers to an organization that uses surplus revenues to achieve its goals, rather than distributing them as profit or dividends...
and registered 501(c)(3) organization located in Miami, Florida
Miami, Florida
Miami is a city located on the Atlantic coast in southeastern Florida and the county seat of Miami-Dade County, the most populous county in Florida and the eighth-most populous county in the United States with a population of 2,500,625...
, United States that provides Miami-Dade County
Miami-Dade County, Florida
Miami-Dade County is a county located in the southeastern part of the state of Florida. As of 2010 U.S. Census, the county had a population of 2,496,435, making it the most populous county in Florida and the eighth-most populous county in the United States...
with comprehensive telephone counseling
Telephone counseling
Telephone counseling refers to any type of psychological service performed over the telephone. Telephone counseling ranges from individual, couple or group psychotherapy with a professional therapist to psychological first aid provided by para-professional counselors...
and referral services to thousands of social service programs. Crisis hotline
Crisis hotline
A crisis hotline is a phone number people can call to get immediate emergency telephone counseling, usually by trained volunteers. Such hotlines have existed in most major cities of the United States at least since the mid-1970s. Initially set up to help those contemplating suicide, many have...
s managed by the organization are available 24 hours a day, 7 days a week, 365 days a year. The organization also offers counseling services and prevention programs, such as initiatives aimed at assisting high-risk youth and their families through partnerships with local schools. Since 1968, these services have been offered to the community at no charge. Callers can seek advice confidentially
Confidentiality
Confidentiality is an ethical principle associated with several professions . In ethics, and in law and alternative forms of legal resolution such as mediation, some types of communication between a person and one of these professionals are "privileged" and may not be discussed or divulged to...
, as no information is needed by the company in order to receive the services.
Credentials
The organization maintains a HELPline Services Department that is certified by the American Association of Suicidology, licensed by the Florida Department of Children and Families (DCF) and accredited by the Alliance of Information and Referral Systems.Partnerships
Switchboard is partnered with other organizations to receive additional funding and pool resources, including the United Way of Miami, Miami-Dade CountyMiami-Dade county law and government
Since its formation in 1957, Miami-Dade County has had a two-tier system of government. Under this system, Miami-Dade comprises a large unincorporated area and 35 incorporated areas or municipalities...
and The Children's Trust. Switchboard answers the 2-1-1
2-1-1
2-1-1 is a special abbreviated telephone number reserved in Canada and the United States as an easy-to-remember three-digit telephone number meant to provide quick information and referrals to health and human service organizations.-United States:...
hotline in Miami, which is funded by The Children's Trust to help children and families seek information on issues related to school, drug
Drug abuse
Substance abuse, also known as drug abuse, refers to a maladaptive pattern of use of a substance that is not considered dependent. The term "drug abuse" does not exclude dependency, but is otherwise used in a similar manner in nonmedical contexts...
and alcohol abuse
Alcohol abuse
Alcohol abuse, as described in the DSM-IV, is a psychiatric diagnosis describing the recurring use of alcoholic beverages despite negative consequences. Alcohol abuse eventually progresses to alcoholism, a condition in which an individual becomes dependent on alcoholic beverages in order to avoid...
, domestic violence
Domestic violence
Domestic violence, also known as domestic abuse, spousal abuse, battering, family violence, and intimate partner violence , is broadly defined as a pattern of abusive behaviors by one or both partners in an intimate relationship such as marriage, dating, family, or cohabitation...
, teen pregnancy and more. Switchboard is also one of many partners working with the United Way through Operation Helping Hands to provide aid for earthquake victims in Haiti
2010 Haiti earthquake
The 2010 Haiti earthquake was a catastrophic magnitude 7.0 Mw earthquake, with an epicentre near the town of Léogâne, approximately west of Port-au-Prince, Haiti's capital. The earthquake occurred at 16:53 local time on Tuesday, 12 January 2010.By 24 January, at least 52 aftershocks...
and Chile
2010 Chile earthquake
The 2010 Chile earthquake occurred off the coast of central Chile on Saturday, 27 February 2010, at 03:34 local time , having a magnitude of 8.8 on the moment magnitude scale, with intense shaking lasting for about three minutes. It ranks as the sixth largest earthquake ever to be recorded by a...
.
Services and projects
The organization has been involved in many campaigns throughout Miami, working with other community partners on projects such as attracting CreoleCreole language
A creole language, or simply a creole, is a stable natural language developed from the mixing of parent languages; creoles differ from pidgins in that they have been nativized by children as their primary language, making them have features of natural languages that are normally missing from...
-speaking volunteers that can answer calls made by those who would like to know more about the disaster in Haiti and those who were directly affected by the disaster.
HELPline information
Every year more than 168,000 people call the HELPline, which is accessed at (305)358-HELP (4357). Services offered by Switchboard are available in EnglishEnglish language
English is a West Germanic language that arose in the Anglo-Saxon kingdoms of England and spread into what was to become south-east Scotland under the influence of the Anglian medieval kingdom of Northumbria...
, Spanish
Spanish language
Spanish , also known as Castilian , is a Romance language in the Ibero-Romance group that evolved from several languages and dialects in central-northern Iberia around the 9th century and gradually spread with the expansion of the Kingdom of Castile into central and southern Iberia during the...
and Creole, making it the only trilingual
Multilingualism
Multilingualism is the act of using, or promoting the use of, multiple languages, either by an individual speaker or by a community of speakers. Multilingual speakers outnumber monolingual speakers in the world's population. Multilingualism is becoming a social phenomenon governed by the needs of...
call center in the United States. The call center acts as the backup for the National Suicide Prevention Lifeline
National Suicide Prevention Lifeline
The National Suicide Prevention Lifeline 1-800-273-TALK is a suicide prevention network of 132 crisis centers in the United States, that provides a 24-hour, toll-free hotline available to anyone in suicidal crisis or emotional distress. After dialing 1-800-273-TALK, the caller is routed to their...
for the entire United States in Spanish and for the Southeastern United States
Southeastern United States
The Southeastern United States, colloquially referred to as the Southeast, is the eastern portion of the Southern United States. It is one of the most populous regions in the United States of America....
in English.
In addition to the 2-1-1 hotline and the 358-HELP line, the organization maintains ten other service hotlines designed to target specific needs in the community.
- Switchboard is part of the network of crisis centers for the National Suicide Prevention Lifeline and the 1-800-SUICIDE Hotline, which are both designed to link individuals in an immediate crisis situation with counselors who are trained to prevent loss of life.
- The GLBT Awareness Initiative Hotine serves the gay, lesbian, bisexual and transgender (GLBT) community by providing education, prevention and intervention discussions for partners, friends and loved ones. It is funded in part by the Dade Community Foundation and the Roblee Foundation.
- The Teen Link Hotline gives young adults access to information on relevant topics including drug use, health issues, physical abuse, sexuality, relationships, pregnancy, family and school.
- The Youth Gang Hotline provides effective information and referral services via trained counselors to minimize youth gang involvements. Services are available for youth, parents, teachers, clergy and others dealing with a loved one involved in gang activity. The hotline is funded in part by Miami-Dade County.
- The Seniors Never Alone Program (SNAP) is a telephone reassurance program for individuals 65 years of age and older that provides a connection for those who might live alone or have little contact with loved ones. Seniors are called at least twice a week to ensure physical and mental health as well as provide moral support. The program was initiated by former Miami-Dade County Commissioner Jose "Pepe" Diaz and is funded in part by Miami-Dade County.
- The Jackson Health SystemJackson Health SystemJackson Health System is located in Miami, Florida and is the most comprehensive provider of healthcare services for adults and children in South Florida. Jackson Health System is an integrated healthcare delivery system that consists of its centerpiece, Jackson Memorial Hospital, as well as , ,,...
- Rape Treatment Center Hotline is the after-hours answering service for the Roxcy Bolton Rape Treatment Center (RTC), funded by the Jackson Health system. The hotline provides crisis counseling, suicide prevention and referral services, as well as the ability to activate the RTC Response Team which consists of trained physicians, nurses and counselors at the facility. - Operation Helping Hands is a specialized hotline that is only operational when activated by United Way of Miami during times of major unanticipated catastrophe.
- The Miami-Dade County Public Schools Employee Assistance Program is a hotline designed only for use by employees of Miami-Dade County Public SchoolsMiami-Dade County Public SchoolsMiami-Dade County Public Schools is a public school district serving Miami-Dade County, Florida. Founded in 1885, it is the largest school district in Florida and the Southeastern United States, and the fourth largest in the United States, with a student enrollment of 380,006 as of July 5, 2010...
as an after-hours answering service for the Miami-Dade County Public Schools Employee Assistance Program. It is funded by Miami-Dade County Public Schools to offer telephone support, follow-up and emergency response. - The Florida BrAIve Helpline was created through The Florida BrAIve Fund and is Florida's largest information and referral network. The line is dedicated to the servicemen and women who served in operations Enduring Freedom and Iraqi Freedom, as well as assisting other war veterans and their families.
Local media exposure
Switchboard has earned exposure on many news outlets in Miami including television stations such as WFOR 4WFOR-TV
WFOR-TV, virtual channel 4.1 , is the CBS owned-and-operated station in Miami, Florida. WFOR shares its TV studio facilities with sister station WBFS-TV in Doral, near Miami International Airport, and its transmitter is located in Miramar.WFOR-TV also previously had two translator stations in the...
, WTVJ 6
WTVJ
WTVJ, virtual channel 6 , is an owned-and-operated television station of the NBC television network, located in Broward County. WTVJ shares its TV studio and office facility with co-owned Telemundo station WSCV in Miramar, Florida, and its transmitter is located near Sun Life Stadium in north...
and WPLG 10
WPLG
WPLG, channel 10, is an ABC network affiliated television station located in Miami, Florida. WPLG is owned and operated by Post-Newsweek Stations, a subsidiary of the Washington Post Company. The station's studios are located in Pembroke Park, and its transmitter is located at the massive broadcast...
., as well as printed media such as The Miami Herald
The Miami Herald
The Miami Herald is a daily newspaper owned by The McClatchy Company headquartered on Biscayne Bay in the Omni district of Downtown Miami, Florida, United States...
and the Miami New Times
Miami New Times
The Miami New Times is a free weekly newspaper published in Miami and distributed every Thursday. It primarily serves the Miami area and is headquartered near Miami's Design District.-Overview:...
. This press coverage often leads to stronger partnerships, such as the Care Force initiative created by WPLG 10, which connected philanthropic individuals in the community to stories they would see in a segment during WPLG's news broadcasts. The partnership allowed viewers to access a helpline answered by Switchboard, providing help in order to fill the needs of those featured in the segment.
History
In 1968, Switchboard of Miami began as a hotline created by three volunteers to help connect college students to resources that would assist them in finding affordable housing options in Miami-Dade County. Soon after, as the Republican National ConventionRepublican National Convention
The Republican National Convention is the presidential nominating convention of the Republican Party of the United States. Convened by the Republican National Committee, the stated purpose of the convocation is to nominate an official candidate in an upcoming U.S...
was taking place in Miami during the time, city officials reached out to the volunteers to ask for their help in maintaining order. The Vietnam War
Vietnam War
The Vietnam War was a Cold War-era military conflict that occurred in Vietnam, Laos, and Cambodia from 1 November 1955 to the fall of Saigon on 30 April 1975. This war followed the First Indochina War and was fought between North Vietnam, supported by its communist allies, and the government of...
was part of the public agenda, and millions of residents were furious about how it affected their lives. The volunteers agreed to help, and were soon inundated with calls regarding issues far more complex than housing troubles.
Shortly thereafter, the volunteers incorporated to become Switchboard of Miami, Inc. and expanded their hotline services, clinical services and assistance to the community. A full company timeline can be found below.
- 1968: Three volunteers meet in a church basement and create a loosely organized housing hotline to connect Miami Dade Community College (now Miami Dade CollegeMiami Dade CollegeMiami Dade College, or simply Miami Dade or MDC, is a state college with eight campuses and twenty-one outreach centers located throughout Miami-Dade County, Florida in the United States. It is part of the Florida College System. Miami Dade College is the largest school in the Florida College...
) students with potential roommates and landlords. City officials contact the volunteers for help with the anticipated Vietnam War protestors who would likely create havoc as the Republican National Convention convened here. They agree and the "housing hotline" begins to receive calls from visiting dissenters that go beyond housing needs to a myriad of issues such as hunger, drug and alcohol abuse, violence and so on. Because many of the callers were young, the housing hotline was nicknamed the "hippie hotline." - 1970: The organization officially incorporates as Switchboard of Miami, Inc. and continues to offer HELPline services.
- 1980: Direct, face-to-face prevention and clinical services for youth and their families are offered in schools and the community to help strengthen and maintain local family units.
- 1980-81: Over 125,000 Cubans arrive in South Florida as part of the Mariel BoatliftMariel boatliftThe Mariel boatlift was a mass emigration of Cubans who departed from Cuba's Mariel Harbor for the United States between April 15 and October 31, 1980....
. About 10% of the refugees were from mental institutions and prisons and are in need of crisis services. The HELPline expands to offer a special hotline specifically for the immigrants. Services are offered in English and Spanish. Several years later, Creole is added. - Mid 1980s: The use of crack cocaineCrack cocaineCrack cocaine is the freebase form of cocaine that can be smoked. It may also be termed rock, hard, iron, cavvy, base, or just crack; it is the most addictive form of cocaine. Crack rocks offer a short but intense high to smokers...
explodes in Miami-Dade County. To provide substance abuseSubstance abuseA substance-related disorder is an umbrella term used to describe several different conditions associated with several different substances .A substance related disorder is a condition in which an individual uses or abuses a...
services, Switchboard becomes licensed by the Florida Department of Children and Families (then HRS). The HELPline employs updated phone counseling methods, case management and referrals for people with drug and alcohol problems. Telephone services now include comprehensive follow-up. - 1990: Teen Link, 24-hour hotline for younger residents, is added. Using prerecorded messages, teens are able to easily access a variety of factual information over the phone. If needed, they can speak with a counselor. The line still exists today and has received over 2.5 million calls since its inception.
- 1992: The HELPages become the first comprehensive printed social services in the county. A critical resource tool for service providers and other organizations, the directory is in great demand. Today, the HELPages are available on-line.
- 1993: Hurricane AndrewHurricane AndrewHurricane Andrew was the third Category 5 hurricane to make landfall in the United States, after the Labor Day Hurricane of 1935 and Hurricane Camille in 1969. Andrew was the first named storm and only major hurricane of the otherwise inactive 1992 Atlantic hurricane season...
devastates South Florida and the HELPline receives more than 1,500 calls each day. Switchboard works with other organizations like the American Red CrossAmerican Red CrossThe American Red Cross , also known as the American National Red Cross, is a volunteer-led, humanitarian organization that provides emergency assistance, disaster relief and education inside the United States. It is the designated U.S...
, the Federal Emergency Management Agency (FEMA)Federal Emergency Management AgencyThe Federal Emergency Management Agency is an agency of the United States Department of Homeland Security, initially created by Presidential Reorganization Plan No. 1 of 1978 and implemented by two Executive Orders...
, and the United Way to coordinate post-disaster information. In HomesteadHomestead, FloridaHomestead is a city in Miami-Dade County, Florida, United States nestled between Biscayne National Park to the east and Everglades National Park to the west. Homestead is primarily a Miami suburb and a major agricultural area....
and Cutler Ridge, Switchboard staff are deployed to offer crisis counseling and referrals. Switchboard is a co-founder of the county's Voluntary Organizations Active in Disaster (DC-VOAD). Years later, Switchboard still participates in annual disaster preparedness planning and works closely with the local Office of Emergency ManagementOffice of Emergency ManagementIn the United States, an Office of Emergency Management is an agency at the local, state or national level that holds responsibility of comprehensively planning for and responding to all manner of disasters, whether man-made or natural...
. When a disaster is pending, Switchboard sends a team of crisis counselors to the center for the Florida Division of Emergency Operations and the HELPline remains open during the worst of conditions. - 1997: Concerned about violence directed at the gay communityGay communityThe gay community, or LGBT community, is a loosely defined grouping of LGBT and LGBT-supportive people, organizations and subcultures, united by a common culture and civil rights movements. These communities generally celebrate pride, diversity, individuality, and sexuality...
, Switchboard creates an Anti-Violence hotline to serve as a resource to help victims of violence and to build awareness and acceptance about gay/lesbian issues. - Late 1990s: Switchboard begins to offer specialty lines such as: Miami River Hotline (environmental concerns); WAGES Hotline (for those transitioning out of the welfareWelfareWelfare refers to a broad discourse which may hold certain implications regarding the provision of a minimal level of wellbeing and social support for all citizens without the stigma of charity. This is termed "social solidarity"...
system); ACCESS Hotline (for people with disabilitiesDisabilityA disability may be physical, cognitive, mental, sensory, emotional, developmental or some combination of these.Many people would rather be referred to as a person with a disability instead of handicapped...
and their families); and, United Way Careline (donors). As community needs change, lines are added and discontinued. - 2000: New direct service programs are added to deal with a variety of issues related to youth: substance abuse; truancyTruancyTruancy is any intentional unauthorized absence from compulsory schooling. The term typically describes absences caused by students of their own free will, and usually does not refer to legitimate "excused" absences, such as ones related to medical conditions...
; domestic violenceDomestic violenceDomestic violence, also known as domestic abuse, spousal abuse, battering, family violence, and intimate partner violence , is broadly defined as a pattern of abusive behaviors by one or both partners in an intimate relationship such as marriage, dating, family, or cohabitation...
; and pregnancy prevention. - 2003: Switchboard becomes the local certified 2-1-1 Provider; later, The Children's Trust funds the 2-1-1 line.
- 2006: Seniors Never Alone, an in- and out- bound program to ensure the well-being of senior citizens is established.
- 2008: Switchboard begins to answer 2-1-1 for wireless phone callers in CollierCollier County, FloridaCollier County is a county located in the U.S. state of Florida. As of 2000, the population was 251,377. The U.S. Census Bureau 2007 estimate for the county is 315,839...
and MonroeMonroe County, FloridaMonroe County is a county located in the state of Florida. As of 2000, the population was 79,589. The U.S. Census Bureau 2006 estimate for the county was 74,737....
Counties. In total, Switchboard answers 183,000 phone calls in 2008. - 2009: Named as an official back-up for Lifeline, Switchboard begins to receive suicide-related calls from Spanish callers nationwide and English-speakers from the Southeastern United States, while remaining the Lifeline Center for Miami-Dade callers. Today, Switchboard averages about 1700 suicide-related calls. Also, a special two-year funded project from the Dade Foundation creates BrAIve, a helpline for veterans and active personnel of the AfghanistanAfghanistanAfghanistan , officially the Islamic Republic of Afghanistan, is a landlocked country located in the centre of Asia, forming South Asia, Central Asia and the Middle East. With a population of about 29 million, it has an area of , making it the 42nd most populous and 41st largest nation in the world...
and IraqIraqIraq ; officially the Republic of Iraq is a country in Western Asia spanning most of the northwestern end of the Zagros mountain range, the eastern part of the Syrian Desert and the northern part of the Arabian Desert....
military arenas and their families.
Vision
Switchboard of Miami's vision is "to be the premier organization that provides and connects people with the human services they need."Mission statement
The mission statement reads "Switchboard of Miami connects all people in need with community resources, provides counseling and empowers individuals 24/724/7
24/7 is an abbreviation which stands for "24 hours a day, 7 days a week", usually referring to a business or service available at all times without interruption...
with just one call."
Visibility
Although Switchboard has been in business for over 40 years, there are people in Miami who are not aware of the organization's existence. They lack the visibility that an organization with such a long history might be expected to have. Many believe the 2-1-1 hotline is answered by The Children's Trust and associate the line with the company, even though Switchboard answers the line and provides the services for it. While thousands of people rely on Switchboard's services and may even have been helped by the organization in the past, they are sometimes unable to associate the organization's brand with its services.Technology
As the means by which people seek out and gather information changes, it is possible that telephone hotlines such as the HELPline managed by Switchboard will need to change quickly and adapt to meet people's needs in the coming years. People are becoming less reliant on personal communication for information and instead turn to new forms of information search such as the InternetInternet
The Internet is a global system of interconnected computer networks that use the standard Internet protocol suite to serve billions of users worldwide...
, database
Database
A database is an organized collection of data for one or more purposes, usually in digital form. The data are typically organized to model relevant aspects of reality , in a way that supports processes requiring this information...
systems and social networking sites.
See also
- 2-1-1 telephone number2-1-12-1-1 is a special abbreviated telephone number reserved in Canada and the United States as an easy-to-remember three-digit telephone number meant to provide quick information and referrals to health and human service organizations.-United States:...
- Crisis hotlines: Criticism and logistical issues