This article discusses problems facing crisis hotlines, which is important given the reliance on hotlines in this time of budget cuts. The most stressful problem facing crisis lines is the repeat caller, who interferes with access to the line & frustrates volunteers. This then brings up the issue of asking volunteers to enforce caller guidelines (deontological approach) or to allow volunteers to do what they feel is best for the majority of those involved (utilitarian approach). (12 refs.)