The Front Line of Hope: HIA’s HopeLine

The Front Line of Hope: HIA’s HopeLine

When someone reaches out to Hope is Alive, the HopeLine is often the very first voice they hear.

Whether it’s an individual battling addiction, a family member who doesn’t know where else to turn, or someone simply overwhelmed and looking for guidance, our HopeLine serves as the front door to hope.

What is the HopeLine?

The HopeLine functions as the primary point of contact for anyone seeking help through Hope is Alive. Every day, calls come in from individuals and families navigating addiction. The HopeLine team listens first, and then works to guide each caller toward the best possible outcome.

You can think of the HopeLine as the beginning of the funnel. People start here, and from this first conversation, they are directed to the care, resources, and support that best fit their unique situation.

Hope for Addicts & Alcoholics

When someone contacts the HopeLine, our team directs them to the Hope is Alive website to place an application. Based on their application, our team determines eligibility for the Hope is Alive program. For those who qualify, the HopeLine coordinates next steps.

However, not every caller is the right fit for our program.

Hope is Alive is designed to support individuals who meet specific program criteria and can thrive within the level of care we provide. In some situations, callers need a higher or different level of care than our program is equipped to offer. This can include individuals who require medical detox, intensive clinical support, or specialized mental health services beyond our scope.

Because not every caller is the right fit for our program, our HopeLine Coordinators are also equipped to act as a resource and referral hub, connecting callers to:

• Inpatient or outpatient treatment
• Other sober living options
• Insurance-based or state-funded programs
• Outreach services
• Community resources beyond addiction recovery

Our goal is to make sure no one is left without direction, even if Hope is Alive isn’t the final destination.

Hope for Families

Beyond helping recovering drug addicts and alcoholics, the HopeLine is also a great resource for loved ones impacted by addiction.

Family members often reach out in moments of fear, exhaustion, panic, or crisis. They may be navigating a loved one who is in denial, incarcerated, actively using, or recently deceased. In many cases, they simply need someone to listen and help them understand what their options are.

Our coordinators take time to listen to each family’s story, validate their concerns, and help them understand the realities of addiction and recovery.

When appropriate, the HopeLine connects families with:

• Outreach leaders
• Family support groups
• Intervention-trained team members
• Relevant resources and next steps

The HopeLine exists to ensure that families are not left to carry the weight of addiction alone.

The Lasting Impact

Our HopeLine team doesn’t always know how a story will end. But they often get a glimpse into the impact of those first conversations later down the road.

Whether it’s a resident who remembers their name or a family member who expresses gratitude for being met with compassion during one of the hardest seasons of their life, our HopeLine Coordinators are frequently reminded of why the HopeLine matters.

For HopeLine Coordinator Jade Jolly, one call that began as a mother searching for help became a story she continues to follow today. It reminds her why answering the phone matters more than we may ever know. Click here to read her story.