The anonymity of the caller and the operator is respected so that both may speak freely on any topic. Operators employ active listening techniques to assess how best to help callers and provide information, referrals and advice accordingly. The Hotline staff consists of approximately 40 volunteers. Volunteers who wish to serve as Hotline Operators are interviewed and selected for training based on their maturity and experience in the Gay and Lesbian Community. After the completion of training, volunteers are asked to serve two evenings per month for one year.
Volunteers also receive training in active listening techniques and situational role playing.
Candidates are then assigned individual trainers with whom they work until they feel confident to assume full operator status.