'A chatbot is no substitute for human empathy.'
, the hotline is hugely active. NEDA is the largest eating disorder-focused nonprofit in the US, and its helpline fielded nearly 70,000 calls last year alone. But for all of that volume, staffing was astonishingly slim, with only six paid staffers and a few supervisors, who "train and oversee up to 200 volunteers at any given time," according to the report.
"We asked for adequate staffing and ongoing training... we didn't even ask for more money," Abbie Harper, a former helpline associate and unionizer,. "When NEDA refused [to recognize our union], we filed for an election with the National Labor Relations Board and won on March 17." "We will, subject to the terms of our legal responsibilities, begin to wind down the helpline as currently operating," NEDA board chair Geoff Craddock told the hotline's former employees in that March call, audio of whichAccording to its website, Tessa, which has technically been in operation since 2022, isn't a crisis bot — in fact, when you log onto the service, that's the first thing that it'll tell you.
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