Well put. One of my major problems with TLL is their failure to really train operators. I'd be happy to be proven wrong, but it sounds like they basically get a PowerPoint to view and are then allowed to answer phones.
The idea of having a trans-only crisis line, where the operators also must be trans, is pretty dumb in the first place. There just aren't that many trans people in the general population, so if you're married to "only trans people can answer phones!!" you're doomed to run out of actually trained operators pretty fast. Then you end up with teenagers having to handle callers who are in serious crisis.
It also sounds like the operators don't get any training on how to, uh, "unpack" their own emotions after fielding tough calls. Which sounds like a train wreck in the making.