"I got nowhere except more depressed"

At my lowest ebb in a long time I decided to try avoid a real crisis in my existence by phoning Liverpool Royal crisis team. I went to the Royal once in despair and saw a member from the crisis team who was wonderful and helped me immensely. The phone call on the other hand was quite a different story. The person on the phone (obviously very young) listened a couple minutes to my plight before breaking in, asking what it was I wanted from the team? I don't know if they were a receptionist who deceived me into thinking they were someone qualified or just naive? Either way, if I knew what it was I wanted, I would of already said it. Seemed obvious to me that I wanted to explain my situation and hopefully get an answer that could help. Needless to say, I got nowhere except more depressed and eventually just hung up. In my experience, the moral of this story is if you're in crisis go the Royal personally, using the phone will do you more harm than good especially if you get someone like I got when I called.