Lynne Calkins remembers one call from a man whose terminally-ill father wanted to die – beginning a story that led to a movie. Last Flight Home, an acclaimed documentary released last fall, was described in one review as “boundlessly humane.” It’s a phrase that applies to the work of every first line phone volunteer who takes an incoming call to our number. 

First line phone volunteers, those who handle such calls and emails, are the invaluable gatekeepers to EOLCCA services. Calls come in – from the very ill, the troubled, the desperate, the anguished, and the curious – at all hours. They are responded to often within a very short time but always (when it’s after business hours) by the next business day.

Last year a total of 743 calls and emails were received and handled; an average of two inquiries per day or approximately 62 per month. The busiest months were January, August and October. A ‘staff’ of six trained first line volunteers divides up response duties, which means an average of ten new calls per week are handled by each volunteer. Calkins, the first line trainer, regularly reviews incoming messages on weekends and holidays too, in case an immediate response is necessary. “But thankfully, we have had no emergencies,” she says.

“I was worried that I might not be able to answer a question, or that there would be awkwardness on my part or the caller’s,” says first line phone volunteer Judith Bishop. “But that never happened. People have very straightforward questions, and are happy to talk. It’s just a matter of letting them know I’m available.” 

First line phone volunteers complete a two-week training on answering calls/emails and keeping records, in addition to the standard EOLCCA client volunteer training program. (Information is always confidential, but carefully recorded.) Calkins, a founding board member of EOLCCA, developed the training and frequently handles the inquiries herself. 

One recent day Calkins received a call from a woman with a terminal diagnosis who wanted to use the California End of Life Option Act. The caller was clear about her condition and her choice, but had no idea what to do, where to turn, what to ask her caregivers, how medical aid in dying works. Calkins was able to answer the caller’s basic questions and assure her that we would help her through her journey. During their conversation they talked about where the caller lived and Calkins realized an EOLCCA client volunteer lived nearby. Within hours she had made notes about the conversation, contacted the client volunteer manager and begun a connection between the two for more follow up support with a home visit if requested by the new client.

EOLCCA supports a strong team of experienced volunteers throughout the state, ready to help anyone, anywhere in California free of charge with information and support regarding all end-of-life planning and choices, including aid in dying through the California End of Life Option Act. You can find comprehensive information on our user-friendly website. To support our work, or request an educational presentation, please visit ways to help.  Thank you.