Hotlines can be very hit and miss - sometimes you meet some lovely, naturally sympathetic people who are in it for the good of world and not for more selfish gains.

The person speaking to you sounded basically untrained. I would have told him as such and then hung up - those calls are recorded for training purposes so it would have been useful for his supervisor to hear.

You can still email whatever person in charge expressing your disappointment - you're right in that some very vulnerable turn to those lines where there's nothing else and whilst it's simply foolish to expect too much if someone requires more adequate training - they need to know.

For now i hope you can figure out a better crisis plan when you next meet with your T. You shouldn't really be left to figure out how to handle these situations alone. That's not fair.

Best of luck to you.