- The people answering the phone are volunteers, working from home. Don't be surprised if there's a baby/cat/doorbell in the background.
- There are many more people answering the phone in the evenings, or on the weekends. First thing in the morning, during the week, there aren't as many.
- If you call from a landline, when there are lots of volunteers on, you will be connected with the person physically closest to you, who might have actual local knowledge.
- It's ok to cry. You won't be the first, and you won't be the last.
(Basing this on my knowledge of two hotlines, but betting that this is true of all the hotlines!)