Rachel’s Story
By Scott Spiegler
It was winding down for frontline team member, Eric, in the National Runaway Switchboard call center when the phone rang.
"National Runaway Switchboard," he answered.
"Hello," said a young girl who sounded as if she had been crying.
"Hi," said Eric. "Is everything ok?"
"No," she said. "I don’t know what to do; I am in a very bad situation."
"Why don’t you take a few deep breaths and try to tell me what is going on. I am here to help," Eric said sympathetically.
At that moment, 15-year-old Rachel* from Atlanta, GA explained her situation. She told Eric that she was a victim of abuse and was tired of being beaten by her father. She explained how many times she would have to stay home from school because of bruising and swelling and that her teachers were becoming concerned.
"How long has your father been hitting you, Rachel?" Eric asked with concern.
"It’s been happening since I was twelve," Rachel said still crying. "And it’s just gotten worse and worse, I’m afraid of what may happen next."
"Before we go any further," Eric said, "I have to tell you that we are mandated reporters, so if I receive any information regarding your name or location, I will have to file an abuse report."
"What does that mean?" Rachel asked.
Eric explained that he and Rachel would conference a call with the local Child Protective Services, they would ask her specific questions about the abuse, and file a report. Rachel consented and agreed to filing a report.
"I am tired of living like this. I am constantly in fear and walking on eggshells. I can’t do it anymore," said Rachel.
After Eric and Rachel filed the abuse report, they discussed options for Rachel’s next steps. Rachel decided that she could stay with her mother; therefore, Eric helped to facilitate a conference call between the two.
Before hanging up, Eric wanted to make sure Rachel was ok, in a safe place, and was feeling good about what had just occurred.
"How are you feeling?" asked Eric.
"I am feeling a lot better. Hopefully I can go and live with my mom full-time and my dad can get the help he needs. Thank you so much for helping me. I had been feeling so miserable, and now I feel like I have some hope after all. I really appreciate your support," said Rachel.
As Eric hung up the phone, he ended his shift feeling good about what he had just done and left NRS’ call center hopeful that Rachel would find peace after all.
*The names, photo, and location have been changed to protect anonymity of the caller.