Answering the Call: The Voice Bringing Calm to Crisis

Meet Daily Point of Light Award honoree Veronica Mayes. Read her story, and nominate an outstanding volunteer or family as a Daily Point of Light.

When the phone rings late on a Friday night, most people are asleep. But for Veronica Mayes, it’s a call to action—one she answers with quiet strength and compassion. An administrative assistant at Entergy by day and a crisis hotline volunteer by night, Veronica’s service goes far beyond her job description. Every weekend, she dedicates two full overnight shifts to supporting individuals in their darkest hours.

Volunteering for the national 988 Suicide and Crisis Lifeline, the Mississippi Contact the Crisis Hotline and the Mississippi Department of Mental Health’s after-hours line, Veronica provides steady, empathetic support for people struggling with suicidal thoughts, emotional distress or mental health emergencies. She volunteers every Friday and Saturday from 10:00 p.m. to 7:00 a.m., totaling around 72 volunteer hours each month—hours filled with listening, guiding and quite literally saving lives.

“I always wanted to volunteer with a crisis hotline because of my own battles with mental health,” Veronica says. “When I found out about Contact the Crisis hotline, I immediately knew it was something I wanted to do, to help others going through similar situations. Along with being a crisis hotline we also take warm-calls, calls from those who just need an understanding person to talk to, and we assist with the 988 calls, previously known as NSPL (National Suicide Prevention Line).”

In these moments, Veronica is more than just a voice on the line—she is a lifeline. Many of the people she supports are calling in moments of deep fear, loneliness or desperation. Her calm demeanor, patient listening and sincere empathy offer callers a critical sense of connection and safety when they need it most. For many, the calls are a turning point and an intervention that provide just enough hope to carry on.

“As someone who has been through a mental health crisis and has friends and family members who have gone through similar crises, it is sometimes hard to open up about our mental health to those we know in fear of being labeled,” Veronica shares. “Knowing that there are services out there with real people willing and ready to help at any time of the day or night is a blessing.”

Her work requires incredible emotional resilience. Every shift comes with unpredictable challenges and intense emotional demands. Yet Veronica continues to show up, week after week, bringing care to strangers with no expectation of recognition or reward. Her selfless consistency reflects her belief in the power of human connection and the importance of mental health support.

“I’ve learned the importance of listening, really listening to others,” Veronica says. “When someone tells you they are in a crisis, when people are actually trying to reach out for help, it is up to us to listen and hear them, without judgement.”

Beyond her individual impact, Veronica is a reflection of Entergy’s broader commitment to community service and well-being. Her role on the frontlines of mental health support exemplifies how corporate citizens can be powerful changemakers—not only through business but through acts of compassion that ripple across lives and communities.

“The most rewarding part of my work is the other counselors I work with at the hotline,” Veronica reflects. “I have never met any group of people more willing to give of themselves and their time. Having a group of people who support me in my efforts to give support to others is amazing.”

Veronica’s dedication reminds us that volunteerism isn’t always about grand gestures—it’s about being present. Being the person someone can turn to at 3 a.m. when everything feels like it’s falling apart. It’s about empathy, patience and showing up when it’s most difficult and most needed. As awareness grows around mental health and emotional wellness, so does the demand for empathetic, trained responders. Veronica hopes her example inspires others to step forward, to listen and to make a difference… one call at a time.

In a world where so many feel unheard, where loneliness and isolation are permeating communities, Veronica is a quiet hero answering back. Her service is a reminder that even a voice on the other end of the line can be a literal beacon of hope—and that compassion, especially in the darkest hours, can save lives.

Do you want to make a difference in your community like Veronica? Find local volunteer opportunities.