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2020 Annual Report

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Sylvia Fuerstenberg,

Interim chief Executive Director


Dear Friends of Crisis Connections,

2020 has been an unprecedented time in your community. There has been a lot that has affected all of us and the communities we serve. We have worked closely with partners to ensure that all who need support can find the right connection. I’d like to share with you the impact that COVID-19 has had on our community and some ways we have responded to the need:

Dear Friends of Crisis Connections, In 2020, Crisis Connections worked closely with partners to ensure that all who need support can find the right connection. We received over 320,000 phone calls, e-mails, texts, and chats combined. This was a 14% increase in total call volume since 2019. I would like to share with you the impact that COVID-19 has had on our community and how we have responded to the need in 2020: Due to the impacts of COVID-19 on our Community, we have seen a 73% increase in call volume on our 2-1-1 line and a 10-25% increase in call volume on our Crisis Lines in 2020. As a result, we now handle more than 200% more calls than we took just 5 years ago. In March, in response to the needs of our community around rental assistance, we partnered with the United Way of King County to support rental assistance applications, ensuring that over 3,000 of people had access to this important safety net resource. In April, the Health Care Authority teamed up with Crisis Connections to propose a Statewide response to the high volume of Crisis Line callers across the State who were calling with concerns related to the emotional impacts of COVID-19, including increased anxiety, worry, depression and feelings of hopelessness and isolation. Our team, along with partners from 9 agencies and 4 Tribal Nations were awarded the SAMHSA/ FEMA Crisis Counseling Program work called Washington Listens. The line went live in early June and is taking calls from all Washington residents who are needing additiaonal emotional support during the COVID-19 Pandemic. In September, Crisis Connections teamed up with Within Reach and the State Department of Health to work on a COVID-19 Care Coordination pilot program. This pilot program is to support counties in the state who have high COVID-19 positive cases and supporting them while in quarantine. Crisis Connections’ role is the centralized intake for these callers and placed into the DOH’s coordinated care network. The pilot program started in Yakima, Benton and Franklin Counties and is now live statewide. On top of all of the overwhelming increase in call volume, we moved locations! In March, right after the Stay at Home Order was given by Governor Inslee, Crisis Connections moved our offices to two locations, one in Renton and another in downtown Seattle. This move allows us space to grow our call centers to serve more communities and is part of our commitment to increased diversity and inclusion. The two new sites allow us to recruit staff and volunteers from diverse communities, and with a more southern site, creates opportunities to bring in more team members from the communities we serve. We continue to work with our community and with you, our supporters to keep the lines open and available during these difficult times. Thank you for your ongoing friendship and support. We know that Connection is the Cure to Isolation!

prevention services

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youth contacted us for support or resources

calls for support or resources surrounding substance use

calls for support or resources surrounding an emotional or mental health challenge

basic needs and covid information

Click the heart to read the latest news articles featuring crisis connections and our response to covid-19!


intervention services

calls to the king county
crisis line

calls to the 2020
crisis line expansion

total crisis line calls

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crisis-connection-character expressions-texts_2x

In 2020, we introduced the world to our new mascot Mobi. You can follow Mobi and Crisis Connections on Facebook, Twitter, or Instagram.


postvention services

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cc cares packages


people reached out to crisis connections
Call Center Renton Photo
times crisis connections helped prevent crises with prevention and postvention services
times crisis connections helped intervene during a crisis
calls answered by KC 211 on covid-19 hotline

I can’t believe I get all of these referrals for free. It’s almost like I’m stealing!

~211 caller

my feelings were validated. I knew how to approach my situation and safely navigate covid by the end of the call  

~crisis line caller

the presenter was very kind, open, and nonjudgmental.

~youth receiving training

you all are heroes! Thank you for your composure and compassion. You saved my day!!

~211 caller

we are proud of our teams for their deep commitment to keeping the lines open and offering support to our community in its most difficult moments, even when they may have been worried about their own safety.

~ Jonass Placitis

24-hour crisis line volunteer coordinator


increase in visitors to the WA Recovery Help Line site since the launch of the moud (medications for opioid use disorder) locator.


curriculums sold
adults received training
youth received training

volunteer services

active volunteers

326: 24-hour crisis line volunteers
74: teen link volunteers
47: wa warm line volunteers
21: cc cares volunteers

revenue: $
united way
program services fees
expenses: $

with special thanks

special thanks to our event sponsors

presenting sponsor


diamond delight defenders

presenting media sponsors

diamond delight defenders

gold giggle getters

silver smile supporters

Molina Healthcare of Washington

thank you to our supporters

2020 executive leadership


sylvia fuerstenberg,

interim chief executive officer

cheryl cooper,

chief financial officer

gregg browngoetz,

senior director of information technology systems

neil olson,

sr. director of clinical operations

aundrea jackson

senior director of contact center operations

lauren rigert,

senior director of development & community relations / interim king county 2-1-1 director

2020 board of trustees

mike nielsen,


pam mandel,


clif curry


angela cronin

david dickinson

john engber

kris breton