I think that people call the "Breastfeeding Helpline" for information that
will help them BF successfully. They always have the option of calling
their OB, Ped, hospital nursery, best friend, mother, etc. But when they
call me, they are looking for accurate, helpful, pro-breastfeeding
information and support. Therefore, I do not refer them to any other
numbers.
I monitor calls from 8 AM to about 10 PM every day and weekends. I control
the times I call-in for messages after hours, so I don't feel overwhelmed by
this. In fact, I wrote it into my job description. I average about 55
calls per month. My message says:
This is Unity Health System's Breastfeeding Helpline and Barb Berges,
Lactation Consultant. For help with breastfeeding and baby care questions,
please leave your name, number, and a brief message after the beep. Routine
calls are returned during business hours. If this is an urgent call, please
indicate that in your message and I will get back to you as soon as
possible. Thank you.
When I will be away for the day or weekend, I leave a message as follows:
This is Unity Health System's Breastfeeding Helpline and Barb Berges,
Lactation Consultant. I will be away until Wednesday, January 31. For help
with Breastfeeding questions during this time, please call La Leche League
at the Lifeline number XXX-XXXX. They will ask you your zip code and then
give you the number of a LLL leader in your area. I'll be back again
Wedneday at 8 AM and able to return your calls then. Thank you.
Our local LLL chapter has used the referral number through Lifeline for many
years. They agreed to allow me to leave it on my voice-mail. I have
defended this message to my bosses over the years by explaining that I want
people who call to have access to supportive BF info, and that I don't think
that the average staff nurse has that expertise.
Barb Berges BS, RN, IBCLC
Rochester, New York
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