Faces of the Fight: Kelly Measner, Mental Health Clinician, HealthLine 811

My name is Kelly Measner. I have been employed with HealthLine 811’s multidisciplinary team as a Mental Health Clinician for nearly 15 years. 

HealthLine 811 was one of the first departments in the Saskatchewan Health Authority impacted by COVID-19. We were propelled into an instant pandemic emergency response that none of us were truly prepared for. We were overwhelmed within a matter of days of calls coming into us by the thousands of people from across the province. Many Saskatchewan residents had questions, concerns, fears, and symptoms requiring assessment. 

As the province moved into lockdown, HealthLine 811 grew exponentially. Some of the images from those early days are still etched in my mind like it was yesterday and some now seem to be a distant blur. 

I remember leaving home for my morning shift and driving through an eerily quiet city. 

I remember walking through the same doors as I have for the past 15 years and seeing a workplace that was unrecognizable. What should have been a quiet transition to shift changeover instead was a bustling anxiety-fuelled environment with a continuum of new faces walking through our doors to assist in the crisis we found ourselves in. 

I remember looking across the call center seeing the same staff who were there mere hours before, who had barely slept, and were back for another shift. I remember seeing our allied health care workers, our EMS colleagues, who just finished working their 12-hour shifts on the front line, come and help us with the surge in calls we could simply not keep up with. 

HealthLine 811 staff worked endless hours those early days. Training on new equipment, learning new COVID-19 protocols/guidelines, training additional staff, and of course answering as many calls as we could while trying our best to keep ourselves safe. Our team consists of Clinical Educators, Registered Nurses, Registered Psychiatric Nurses, Registered Social Workers and many administrative supports. We have worked tirelessly this past year.

COVID-19 has been a pandemic that has attributed to a host of mental health and addiction crisis in our province. The mental, emotional, physical, financial, and social stress our communities have been faced with has been undeniable. We have heard from our callers how our health-care system has been stretched thin because of COVID-19. Our teams at 811 have been doing our best to help those navigate through these challenges. 

In addition to inbound calls regarding mental health and addiction concerns, the Mental Health Clinicians at 811 also provide support to women enrolled in the Maternal Wellness Program for postpartum depression and/or anxiety or for perinatal loss.  We have supported many families across the province throughout the years but this year has truly been a year like no other for our clients. 
Some challenges involved new parents struggling with not having their core supports available to them, the heartbreak from grandparents/extended family not being able to see or hold their new grandbabies, and families feeling “robbed” of a maternity/paternity leave.  The isolation and disconnect from the community was extremely difficult as this is a vital part to positive mental health. Financial stress from job loss and sleepless nights worrying about how to meet the needs of their new baby/family, the worries of what tomorrow may bring and the fear of contracting COVID-19. Our program has offered emotional support and guidance as to how to move forward in this new world we find ourselves in. I have learned so much from these families as well because as difficult and exhausting life has been this past year, the strength and resilience that has shined through is immeasurable. This gives me hope. 

As a HealthLine811 Mental Health Clinician, I have also assisted those who require emergency services whether that involves making emergency connections for basic needs, domestic distress, addiction relapses and suicidal struggles. As clinicians we have also been the support on the other end of the line for people fighting COVID-19 in isolation and struggling with the fears, guilt and mental anguish that accompanies it. We hear the stories of loss and we hear from those who are fighting to live. We hear the hopelessness that things will not get better and the grief for a life we once knew. 

There are many times I have been on the other end of the line with tears in my eyes and sometimes at a loss for words to address what is happening. I find it extremely difficult to not be able to give answers when sometimes there are really none to be had. Our teams at 811 provided a voice of comfort and warmth in those dark days. 

There are also times when our teams at 811 have been faced with frustrations from those calling in voicing conspiracy theories about COVID-19, arguing their anti-mask and anti-vaccine beliefs while we are trying to educate on the importance of public health measures.

We have received angry and abusive calls from those taking their frustrations out on 811 staff.

We understand people are scared and that information is constantly evolving regarding the pandemic, but we are absolutely trying to do our best to help each and every single person who reaches out to us. 

If I could encourage one message to all right now, it would be kindness. The staff at HealthLine 811 have worked non-stop this past year to help our province in which we have been impacted personally by COVID-19 as well. 

Over a year into the pandemic, we are still going strong at HealthLine 811 and we continue to be one of the main resource hubs for Saskatchewan citizens to navigate COVID-19. Although the initial pressure from the beginning of the pandemic has eased slightly in some ways, we continue to adapt and adjust to meet the changing demands of COVID-19 pandemic.   We connect with many groups across the province who have done an extraordinary job providing assistance during the pandemic. However, the biggest and most important role goes to every Saskatchewan resident.  It is vital to follow the public health guidelines and to get your COVID-19 vaccines if/when eligible. This is how we will get through the pandemic.  We are starting to see the positive results.  This is our path forward out of the pandemic and this is what ultimately gives me hope.