Crisis call takers organizing with OPEIU 11

Workers are seeking to unionize to protect themselves from burn out and provide the best possible support to individuals calling crisis hotlines

The following is from OPEIU 11:

PORTLAND, OR (July 16, 2026) — Workers at Protocall on Wednesday sent the 24-hour crisis call line’s top director a letter asking for voluntary recognition of their union. A supermajority of union-eligible employees signed the letter confirming they want Office and Professional Employees International Union (OPEIU) Local 11 to represent them in collective bargaining.

Protocall is a Portland-headquartered, third-party provider of call center services for mental and behavioral health. The for-profit company employs about 350 remote work call takers trained in counseling and crisis response. Its contracts include the employee assistance program at Canopy, the suicide hotline at University of Oregon, and the statewide 988 crisis lines in New Mexico and Virginia.

Workers say they are organizing because the expert level skills they deliver are not being met with fair treatment, leading to high turnover.

“A better say in staffing and control to better serve call takers and callers alike will protect us from burnout and ensure we can respond to our callers quickly,” said Olivia Stuertz, a senior crisis and access specialist at Protocall.

Employees also want more voice in decisions that affect their working conditions.

“Our management has become so disconnected from the realities of the floor and it’s time we have a seat at the table,” said Bee Gibson, a crisis and access specialist. “Call takers should have a voice in the policy that governs our work.”

In their letter, workers set a deadline of July 18 for Protocall to respond with recognition. If the company declines to recognize the union, OPEIU Local 11 will file for a union election with the National Labor Relations Board.

“We hope that Protocall CEO Phil Evans will respect workers’ legally protected right to unionize and voluntarily recognize this union, so we can begin bargaining a first contract without unnecessary delay,” said OPEIU Local 11 organizer Mallory Gruben. “We know when crisis staff have clear workplace policies, adequate staffing and sustainable working conditions, lives are improved on every level, from call takers, to clients, to every community Protocall serves.”

OPEIU Local 11 represents nearly 1,800 employees across five states: Washington, Oregon, Idaho, Utah and Montana. Learn more at opeiu11.org.