What do you do when the day winds down and time is finally your own? For nearly 30% of Americans, the answer is simple: give back. And here in Thurston and Mason counties, Crisis Clinic volunteers are doing just that; showing up 24/7 for neighbors in their most vulnerable moments.

When Nicki McFadden, above, moved to Olympia, she wasn’t just looking for a volunteer opportunity; she was looking for a connection. “I wanted to move beyond the boardroom and use empathy and listening to serve my neighbors,” she said.

What fills your hours when the workday is over, kids and pets are fed, laundry’s tumbling in the dryer, and time is finally your own? Or if you’re retired and looking for a new hobby, where do you turn? For nearly 30% of the population—more than 75 million Americans—volunteering is a way to give back, support the community, and contribute to important causes.

Locally, well-trained Crisis Clinic volunteers provide 24-hour phone support to those in need. Working in-person/on-site shifts, these dedicated souls from across Thurston and Mason counties offer crisis intervention, emotional support, and resource referrals to callers of all ages.

From transplant to transformation

Nicki McFadden, a local business owner, discovered the Crisis Clinic in 2024. She was initially “looking for a way to sharpen my communication and relationship-building skills. I’ve always believed that deep empathy and active listening are essential business skills, but I wanted to move beyond the boardroom and use those tools to serve my neighbors.”

After vetting other national-serving crisis lines, Nicki “quickly realized I wanted my energy to stay right here in Olympia.” As a transplant to this area, she appreciated the organization’s longstanding place in the community. “I was looking for more than just a volunteer role,” she recalls, “I wanted a sense of home and when I found the Crisis Clinic, its rich history and deep roots inspired me to dive in headfirst. It wasn’t just about learning to listen anymore—it was about showing up for our city.”

 But volunteering with the Crisis Clinic isn’t like weeding a community garden, tutoring young readers, or organizing a winter coat drive. Callers have very real needs, emotions, and struggles which must be addressed with grace, patience, accurate information, and real-time knowledge of local resources.

Compassion in a culture of passion

Nicki says that what keeps her coming back is the Clinic’s mission to provide compassionate, 24/7 support, which truly empowers people to survive and thrive. “In a world that can often feel crowded with judgment, I find immense purpose in being the person on the other end of the line who simply listens. Life can hit some incredibly difficult bumps, and knowing I can be a steady, compassionate presence for someone during their hardest moment is what fuels me.”

She is also donating her business acumen to help train other volunteers. Nicki says the initial 60-hour volunteer training curriculum “is at the heartbeat of what we do,” while admitting that the first call a volunteer receives “can be really intimidating.”

To combat this, she works to “transform that anxiety into confidence” by making training sessions interactive, supportive, educational, and passionate. “Seeing a new volunteer move from hesitation to total empowerment is incredibly rewarding.”

Learning to listen, lead, and lend a hand

Though every call-in is unique, says Nicki, the team has noticed similarities across the years. While many address physical needs—everything from detox referrals to help with housing, counseling, food, and utilities—another large portion deals with emotional support.

“On our main line, we often hear from people navigating intense workplace conflicts or family fractures,” she explains, “situations where they feel silenced and simply need a safe space to vent. On our Teen Line, the theme is often a crushing pressure to be perfect and a feeling of being unseen by the adults in their lives.”

But Nicki encourages potential phone line volunteers to reach out and consider becoming part of the Crisis Clinic team. “In business and in life, the fear of saying the wrong thing often stops us from doing great things. I would say to anyone hesitant, don’t let that fear rob you of a transformative experience.”

“The Crisis Clinic provides a rigorous, high-standard training program that prepares you for almost anything,” she continues. “We teach you that silence is often more powerful than the ‘right’ words, and that empathy is a skill which can be sharpened. You aren’t expected to have all the answers; instead, you’re expected to be a bridge to resources and a compassionate presence. If you’re looking to grow personally while making a tangible local impact, this is the most rewarding training you’ll ever receive.”

Insight and impact go hand-in-hand

And even though Nicki is a business owner and longtime entrepreneur, she’s found that skills honed at the Crisis Clinic “have fundamentally changed how I show up in the world.” She has used this experience to change how she leads her team, engages with clients, and interacts with employees and contractors alike.

Outside of work, Nicki says her time with the Clinic has profoundly altered how she interacts with her son. “I’ve transitioned from being a mother who was constantly giving ‘should’ advice to being a safe space where he feels comfortable seeking guidance as a young adult. I used to think people wanted me to solve their problems, but I’ve learned that what they really want is to be understood. By asking open-ended questions and allowing others to discover their own solutions, I’m able to support them in a way that is far more empowering than just giving an answer.”

She’s also not shy about spreading the word. Nicki regularly distributes resource cards and flyers advertising services and volunteer opportunities. Which is exactly the kind of organic growth needed to ensure the next 50 years continue the Crisis Clinic’s ongoing mission to empower residents in Thurston and Mason Counties to survive and thrive.