FrontLiner Profiles: Justin Antall

Justin Antall, Online Emotional Support Program Manager Clinical Coordinator

“I would want the community to know that you don’t have to be suicidal to utilize [crisis] services. If it is a crisis for you, we will respond to it with care and empathy.”

Justin Antall is FrontLine Service’s Online Emotional Support Program Manager and has been working at the agency since 2014.

What is your current role? What are your basic job responsibilities?

I am the Program Manager of the Online Emotional Support Program. I assist in the hiring, training, and support of the crisis counselors who provide direct support to the chat and texters that utilize the crisis line. I also provide direct support to chat and texters in an effort to increase our ability to meet the needs of the community.    

What is a typical day like for you? 

I will monitor the support being provided on the platform, identify areas of need, gather and share data. I will also assist in emergency situations and assist if active rescues are needed. A typical day, like many FrontLiners, can be impacted by the needs of the client, the pace of the conversations, the available resources at the time of the call, and many other factors. It requires our staff to be consistently up to date on available resources as well as the skill to adapt quickly.      

Why do you work here? Why do you care about this work?  

I love FrontLine and the work that I am able to do with the program that I am working in. Since starting at FrontLine Service in 2014, I have been responding to the needs of clients on a text or chat platform. I am very passionate and enthusiastic about this support. I feel there is a significant need in this area. Many people feel uncomfortable calling others when in need and this provides an outlet that does not require that. 

What do people often misunderstand about your work or the people you work with?   

Many people believe that every conversation involves a suicidal plan and intent. This is not true. Many people in crisis are in crisis because they feel they do not have the support they need or desire. Many individuals that utilize the Crisis Text and Chat Line are attempting to work through a crisis and accept resources that can assist them as they navigate their day. This could involve sharing what they are going through, identifying next steps, or identifying how to get through their week.    

What is your favorite part of your job?   

I would say that my favorite part is when someone feels heard and can recognize there are safe ways to manage their emotions and impulses.

What is the hardest part of your job?

The hardest part of the job is working with a client who is actively experiencing suicidal thoughts but is unsure about accepting help. It requires patience, empathy, and a willingness to work with the client to meet them where they are at.    

What do you do to practice resiliency?  

It is important to surround yourself with your support system and identify ways to manage when you become stressed. This can involve identifying coping skills or practices to manage vicarious trauma.    

What is a hobby, interest, or routine you have that is not related to work?  

I love hanging out with my family. That could involve playing a sport with my boys, going to a sporting event, going for a bike ride, etc.    

FrontLiner Profiles reflect the views of the person interviewed.  
They do not necessarily reflect the view of FrontLine Service.