Creating Connections, Day and Night

Creating Connections, Day & Night

South Dakota’s Helpline Center offers support and hope around the clock

By Erin Madison

In 2020, the phones at South Dakota’s Helpline Center were ringing off the hook.

The Helpline Center, which offers information, referrals and crisis support by answering calls to 211 South Dakota, received more calls, emails and text messages in 2020 than in any previous year.

“2020 was a difficult year that brought an abundance of uncertainty with a global pandemic that impacted everyone in some way,” Helpline Center CEO Janet Kittams wrote in the organization’s annual report. “With a grateful heart, I’d like to personally thank the Helpline Center staff for their dedication and compassion working long hours as we answered a record number of calls from people looking for answers and support.”

Helpline Center staff responded to 80,309 calls, emails and texts in 2020, compared with 48,920 in 2019.

NorthWestern Energy is a proud sponsor of the Helpline Center and 211 South Dakota. In 2020, we were one of the top donors, giving more than $10,000 to the organization, nearly $6,000 of which was donated by our South Dakota employees.

The Helpline Center offers crisis support 24 hours a day, seven days a week to those who dial 211 in South Dakota. It’s the state’s only accredited suicide prevention, intervention and aftercare organization. Each state operates 211 a little differently. In many states it’s run through a United Way with the focus on providing support and referrals to non-profit and government entities for people who need help with basic needs, financial concerns and disaster support. In South Dakota, 211 doubles as a suicide prevention line.

“Because 211 is so much easier to remember, we’ve promoted it as a number to call for mental health concerns because getting people the help they need is most important,” said Wendy Dooley, Marketing Director at the Helpline Center.

NorthWestern Energy understands the importance of suicide prevention. Our service territory has some of the highest rates of suicide in the United States. Montana had the third highest rate of suicide in 2019, and South Dakota had the seventh highest. Suicide is the ninth leading cause of death in South Dakota and Nebraska, and seventh in Montana.

Like many things in 2020, the Helpline Center had to shift its prevention work and training to virtual opportunities. The organization continued to offer mental health trainings, while redesigning how those trainings are delivered in an online learning environment.

One program that had to move to a virtual platform was the Helpline’s Suicide Survivor Support Program. This program is critical to many as the grief experienced by suicide loss survivors is unique and those left behind often struggle with guilt, shame and confusion, which can lead to a sense of isolation, depression and suicidal thoughts.

“We knew that our survivor support programs and prevention trainings were necessary so our staff worked to develop virtual options,” Janet wrote. “They have been well received not only for the convenience but also for the ability for us to reach people across South Dakota.”

In addition to mental health support, the Helpline Center provides information to anyone seeking help – whether it’s financial, family, health or disaster-related.

For example, a woman called 211 and said she was behind on her rent and utilities because she was laid off. She shared that it had been a very hard year with the pandemic. Her son who lived in California passed away, and she wasn’t able to grieve his loss in the ways that she wanted. Helpline staff was able to provide her with a listening and supportive ear, and referred her to options for financial assistance to help with her rent and utilities.

In 2020, the Helpline Center assisted 10,249 South Dakotans with utility service payment assistance.

No matter how simple or complicated their request, the Helpline Center is there to give South Dakotans the help they need.

You are not alone

If you are experiencing thoughts of suicide, you are not alone. Help is available.

In South Dakota: Dial or text 211, or download the 211 Helpline app. In Montana and Nebraska: Call

the National Suicide Prevention Lifeline at 1-800-273-8255.

How we offer assistance to our employees

One of my favorite memes reads:

The three hardest things to say are: I was wrong, I need help, Worcestershire Sauce.

It’s hard to ask for help (almost as hard as pronouncing Worcestershire). But in the spring of 2020, I realized I had no choice but to reach out for assistance.

Just before the COVID-19 pandemic hit, I moved from Great Falls, Montana, where I had lived for 13 years, to Helena. It was a move I was excited about, but I wasn’t expecting to be isolated at home in a new town where I only knew a few people.

Just before the pandemic changed all of our lives, my Grandma died. The memorial service we had planned had to be canceled.

All of that, plus the uncertainty of what was going on in the world was too much. One morning, before I even got out of bed, I found myself in tears. I knew I needed to take the hard step of asking for help. I called NorthWestern Energy’s Employee Assistance Program and they were happy to pair me with a local counselor.

My counselor turned out to be amazing. She supported me through my COVID anxiety and so much more.

Unfortunately, there’s a lot of stigma around seeking mental health treatment. But there shouldn’t be. Seeing a counselor isn’t a sign of weakness and it doesn’t mean you’re “crazy.” It’s easy to feel like what you’re going through shouldn’t be a big deal, but no problem is too small to be helped by counseling.

Asking for help is hard and it takes courage. But being able to talk to someone who will listen to me without judgment has made this trying time so much easier.

Employee Assistance Program

NorthWestern offers a no-cost benefit available to employees and their dependents to assist when facing difficult life challenges. • Up to six counseling sessions per issue per person per year. • 24/7 telephone and online access. • Telehealth services are available, including video counseling, telephone counseling and online chat.