It's one of its contradictions, just like the ability to open up with a stranger. A person calls with a question. You answer it. You've done your job and provided support in a very concrete way. There's a sense at the Helpline that callers are better informed now.
Resources have increased, so people can get their hands on more stuff.
Callers to the BP Helpline are never asked for demographic or other identifying information. When it is volunteered, it is recorded, in an attempt to gain a general idea of who is calling. Since information about race and ethnicity rarely enters into a Helpline conversation, it is difficult to ascertain who is what ethnically or racially, although most of the callers are English speakers. Given the increasing numbers of HIV-infected people of color, it might be useful to know how many are using the Helpline. Volunteers have noted an increase in heterosexual callers, especially women, which again follows the epidemic's demographic trends.