That relates to my reply above:
One can only do so much, and say so much, until it becomes a true liability. A person can only do so much CPR.
It is a crisis line; it is not a therapy line. Crisis means “one time use designed to push the caller toward higher forms of care”.
Think of it as a person who constantly goes to their best friend for ranting sessions about their abusive spouse. That friend can only do so much. “Move out! Go to a shelter! They can help you more. I cannot help you beyond encouraging words. You need to do this yourself and do the right thing.”
Crisis lines/support communities must eventually cap their service, or outright ban someone. They must think for themselves first, even though it may hurt. Others need to use that service too. Repeat callers take away time others in crisis can use. These crisis lines did what they were designed to do. Now that user/caller must follow through. It is their Free Will to choose in the end.
I see repeat callers as scared to make the leap, get help. “Getting help” is perhaps the reason why they want to commit suicide. “If I go to the hospital, my religious family will disown me; If I leave my spouse, maybe they might try to find me and make my life worse than it is now; I am scared to go into a drastically new setting where I may have no control”.
Banning and capping service forces the caller to make the right choice. Cut them off the addiction or the short-term cure. Make them go seek what they really need to do.
I know, as stated above, I have lived this. I have friends the same. I was the one who urged them to go to the ER and told them to have no fear. If they kept talking to me and not get help, I will cut them off too. A suicide survivor (me) will cut them off.
And despite the pain of doing it, I know it is for them and not me.