Supporting ethnocultural diverse callers in crisis services: Identifying barriers and providing culturally affirming care

Racialized individuals face significant stigma and discrimination that has been shown to be correlated with an increased risk of suicide and mental health issues. Although crisis lines are effective in deterring suicide in White populations, ethnocultural diverse communities often encounter lack of affirming care, language barriers, and distrust of service providers which deters them from accessing potentially lifesaving lines. In Canada there is a paucity of research on how crisis helplines can be designed to be culturally relevant and inclusive and what strategies are most effective in supporting racialized individuals. In order to determine how to best support racialized communities, semi-structured interviews were conducted with 12 responders and stakeholders who worked with ethnoculturally diverse populations. The research employed reflexive thematic analysis informed by Socioculturally Attuned Theory and Critical Race Theory. Data was analyzed using Braun and Clarke’s reflexive thematic analysis, facilitated by NVivo 14. Participants of diverse educational backgrounds and varying levels of cultural humility training took part in the interviews. Findings reveal significant barriers to accessing crisis services, including racialized structuring of systems, structural cultural invisibility in mental health systems, institutional betrayal and racialized surveillance, and institutional mistrust and systemic exclusion.  Themes promoting trust include adapting language practices, fostering community partnerships, and practicing cultural humility. This study underscores the urgent need for culturally attuned crisis services. Recommendations include: (a) adapting language practices (e.g., eliminating jargon, ensuring translation), (b) building trust through community partnerships, and (c) practicing cultural humility. Recommendations emphasize the need for culturally affirming training, accessible language resources, and systemic changes to address historical and ongoing inequities