211

When are you required to contact off-site in a second party suicide?

1. if you cannot determine lethality 2. if the lethality assessment indicates high risk 3. if the caller is unwilling to take action

What are the two types of of sex callers that you may come in contact with over the phone?

1. obscene callers 2. fantasy weavers

What are some alternatives you can explore on a second-party suicide call?

1. out the crisis person on the phone 2. intervention by the caller 3. Advocacy

What are the two components of effective discipline?

1. rules and consequences 2. follow through and consistency

What are the different levels of supervisory support

1. shift supervisors 2. hotline supervisors 3. off-site supervisor

Why should a counselor explore the side that wants to die with a caller who is thinking about killing themselves

counselors should explore the side that wants to die to allow the caller to express their feelings and work through the emotional overload. It can also force the caller to confront the finality of the act of killing themselves and "make it real"

What is endangerment advocacy?

when the off site supervisor makes a call to the crisis person (in second party suicide when caller does not want to intervene)

What three statements from the caller should a counselor confront?

1. Discrepancies 2. Distortions 3. Evasions of responsibility

List 4 steps to follow when recieving a misdirected call

1. Identify the misdirected call 2. Explain the purpose of Helpline 211 3. Explore the callers alternatives 4. Send an SOS with the call information

What three steps do yoy follow when offering a caller advocacy?

1. Identifying 2. Offering 3. Requesting

7 skills to establish and maintain a relationship

1. Initial greeting 2. Warm and genuine voicetone 3. Non-judgemental attitude 4. Verbal nods 5. Silences 6. Name exchange 7. Notes

List the four common characteristics of a prank call

1. The caller's concern 2. The callers voice tone or affect 3. Repeat calls 4. Manipulation

7 parts of confidentiality policy

1. Do not discuss calls 2. Do not give out information 3. Destroy written call information 4. Do not reveal information about other counselors 5. Use phone name or alias 6. Never meet the callers 7. Confidentiality of agency

List three parameters on which the counselor should focus the caller

1. Themselves 2. Their crisis 3. Their feelings

What information may be in an active callers policy?

1. Time limit 2. # of calls permitted per day 3. Call content

List the eight things to remember when gving referrals to caller

1. Understand the caller and their need 2. Explore previous attempts 3. Use the referrals database 4. Writing utensils 5. Be thorough when providing referral details 6. Ofer multiple options (give out at least three referrals, if possible) 7. Avoid giving recommendations or opinions 8. Avoid misleading the caller

what are the procedures for an abuse call?

1. give the abuse disclaimer 2. contact off-site supervisor 3. write down any identifying information 4. explore having the caller make a report

What steps should a counselor follow when talking with a prank caller?

1. Establish a relationship with the caller 2. Explain the purpose of the hotline 3. Focus the caller on the "here and now" 4. Ask the statistical questions 5. Gently let the caller know that if they don't want to talk with you, then we need to keep the line open for callers who do want to talk 6. Contact your off-site supervisor if the caller won't hangup or if the prank calls are recurring

How should a counselor confront a caller?

1. After the relationship has been established 2. Without inferring or interpreting the callers actions 3. Gently 4. Promptly 5. Consistently 6. Concretely

Summarizing consists of..

1. An opening statement 2. A rephrasing of everything that has been discussed 3. A feeling reflection

What are some alternatives for parents dealing with out of control teenagers?

1. Boot camps and juvenile delinquency prevention programs 2. support programs for adolescents 3. behavioral alternatives 4. contacting the school guidance counselor 5. knowing the parent's legal rights

6 things to write when taking notes

1. Callers name 2. Time the call began 3. Hotline the call came in on 4. Identify the callers problems 5. Feelings the caller is having 6. Alternatives the caller is exploring 7. Anything else that is important

What information do you ask for when offering a follow up call?

1. Can i have your name and number 2. What is the best time to call back? 3. If someone else answers the phone or you are not there is it okay to say we are calmig from Helpline 211? 4. We are not able to follow up with all our callers so if you need anything else please call back

7 key steps when exploring alternatives

1. Clarify the desired outcome 2. Explore personal resources 3. Explore community resources 4. Discuss possible outcomes or consequences 5. Explore the possibility of failure 6. Develop a viable plan of action

List 3 stages of training

1. Classroom training 2. Phoneroom training 3. Supervised shifts

How can you identify an active caller

1. Comfort 2. Name a) in servicepoint b) active caller database 3. Concern

What steps should you take when dealing with a caller who is thinking about killing themselves?

1. Establish a supportive and caring relationship with the caller? 2. Confront the caller if they are using any euphemisms, "are you thinking of killing yourself?" 3. begin the lethality assessment form (including level of intent to kill themselves today) 4. Find out if they have a plan 5. Find out if they have initiated their plan 6. contract with the caller 7. explore the side of the person that wants to die 8. explore the side of the person that wants to live only when they express ambivalence 9. explore the caller's prior coping and any other alternatives 10. develop a plan for the immediate future 11. offer referrals if the caller wants them 12. contract with the caller to call us back, especially if they feel suicidal again 13. If the lethality assessment form indicated that the call was high or moderate off site may make you offer a follow up call

List the four parts of the RIDE model, and when they occur during the call

1. Establish and maintain a relationship 2. Identifying and clarifying the need 3. Dealing with feelings 4. Exploring alternatives and giving information and referrals Steps 1-3 can occur throughout the entire call, and simultaneously

List the five common ways a caller reacts to confrontation?

1. Examine their behavior 2. Agree with the counselor 3. They seek support elsewhere 4. Devalue the topic or try to change your view 5. Attack

Big bend 6 foundations

1. Focus on feelings 2. Empower the caller 3. Never make outgoing calls 4. Do not provide legal, medical, or religious counseling 5. Maintain confidentiality 6. Never personaly use the hotline for counseling

3 steps before you begin exploring alternatives

1. Follow the switzer model 2. Summarize or paraphrase the callers needs 3. Remember to keep focus on the caller

Name the hotlines operates by 211 Big Bend

1. Helpline 2-1-1/United Way 2-1-1 2. National suicide prevention lifeline (Lifeline) 3. Florida HIV/AIDS Hotline 4. Family Health Line

What steps can you take to determine whether or not someone is a sex caller

1. Identify inappropriate behavior 2. Set guidelines for the the caller a. keep them focused on their feeling and the "here and now" b. don't allow them to give you graphic details about the situation 3. Keep the responsibility for talking on the caller 4. ask the statistical questions 5. trust your instincts

steps to perform a feeling reflection you must

1. Identify the feelings a caller is experiencing 2. Reflect the feeling with a response lead 3. Avoid minimizers and maximizers 4. State, instead of ask

In which five areas is it always inappropriate to disclose your views or information to a caller?

1. Political affiliation 2. Opinions on moral/religious reasons 3. Health status 4. Sexuality 5. Personal experience

What four steps should you follow if a caller is asking you to self disclose?

1. Reflect the feelings behind the question 2. Acknowledge the question 3. Decide if you feel comfortable answering the question 4. Let the caller know you cannot answer the question

Paraphrasing is

1. Rephrasing in your own words what the caller just stated 2. Include a feeling reflection

What are the goals of manipulation

1. Satisfying a need to feel safe 2. Avoiding stressors or shifting responsibility 3. Getting something from someone

Crisis is

1. Self defined 2. Any situation for which a person does not have or feel they have adequate coping skilss

Once you have determined that you are definitely speaking with a sex caller, what steps should you take to terminate call?

1. State "This call is inappropriate for this hotline and I am hanging up now" 2. Immediately hang up the phone

What are the six steps to properly close a call

1. Summarize the call 2. Develop and review a plan 3. Ask the statistical questions 4. Ask about other needs 5. Encourage a call back 6. Thank them for calling

What four categories do we offer advocacy for?

1. Unfairly denied services 2. Unable to access services 3. Complianing about an agency (in servicepoint) 4. Needing a referral not in servicepoint

When to offer a follow up call?

1. When a referral has been given 2. If they live in the 8 county service area (This does not garuntee follow up, so encourage caller to call back. Lifeline does nt get follow up unless instructed by off site supervisor)

When are you required to contact your off-site supervisor

1. When you are shift leader, and any of the counselors on the next shift has not yet arrived 2. the power in the building foes out, the computers go down, or any other problem with the agency building 3. A first or second party suicide where.. a. you cannot determine risk b. the suicide lethality form indicates high risk c. caller has initiated their plans to kill themselves d. caller will not deescalate from suicidal thoughts e. the caller refuses to contract or promise not to hurt themselves f. the caller hangs up without resolution g. caller on a second party suicide refuses to intervene 4. caller threatens to harm you or anyone else at the agency 5. homicide call where two or more answers are a yes on the lethality form 6. all abuse calls involving a. children b. disabled c. institutionalized persons d. elderly or otherwise vulnerable adults 7. to deviate from an Active caller's policy 8. When a caller has recently been victimized and is still in danger or may need medical treatment (including domestic, sexual, or other violence) 9. confidentiality is threatened or breached 10. to terminate a call (other than sex caller) 10. the caller is intoxicated or under the influence of some substance, AND the call is unproductive

List the most common parenting topics that we get calls about?

1. basic behavioral issues and child development 2. out of control teenagers 3. reportable abuse 4. child support and custody 5. attention deficit and hyperactivity disorder 6. autism

List the types of reportable abuse

1. children 2. disabled 3. institutionalized 4. elderly or vulnerable adults

what are the procedures to follow when on a homicide call?

1. establish and maintain the relationship a. remain non-judgmental of the caller b. carefully gather identifying information 2. identify the problem a. clarify the callers intentions b. begin the lethality assessment c. contact the off-site supervisor if 2 questions are a yes d. contract with the caller 3. deal with feelings 4. explore alternatives a. explore the act of killing another person and the possible consequences of the action b. explore the possibility of not killing the person and the other options available in the situation c. make a plan with the caller 5. Close the call

What is a second party suicide call?

A call in which the caller is calling in reference to someone else who is thinking about killing themselves

What is the suicide lethality form?

A form that is used on every first and second party suicide call that will help you determine the urgency required in the situation

Response lead

A phrase at the beginning of each feeling reflection E.g. So you're, you feel, you are

What are the differences and similarities between boot camps and juvenile delinquency prevention programs?

Boot camps are military-style, semi-penal institutions that use discipline and military exercises to change a defiant adolescent to someone who will obey authority, follow rules, and improve behavior at home and school. There is no therapy and no psychological problems that may have been developing over many years. Juvenile delinquincy programs are also residential in nature but focus on

What are the six different types of callers

F First time R repeat caller A active caller P potentially active P policy callers S sex callers

Statistical questions

Same for Helpline 211 and Lifeline 1. What city are you calling from 2. What zipcode are you calling from 3. Is this your first time calling the hotline 4. How did you hear about Helpline 211/Lifeline? 5. We have new resources which can help people learn about their health insurance options. Do you have health insurance? 6. Are you a veteran?

What is the Baker Act

The Baker Act outlines a bill of rights for the mentally ill. It also provides a system of legal due process for persons being evaluated in designated mental health facilities and details procedures for admitting patients to mental health facilities, whether voluntary or involuntarily.

What is the National Suicide Prevention Lifeline?

The National Suicide Prevention Lifeline is a toll free number 1-800-273-TALK, operating through the US. When a person calls lifeline, their call is automatically routed to the nearest crisis center. 211 big Bend answers Lifeline calls from Florida's entire Northwest Panhandle Region; Tallahassee to Pensacola

What is the mission of 211 Big Bend

The mission is to provide assessment, emotional support, crisis assistance, education, training, and referrals with accurate, up-to-date resource information

What is the duration of the volunteer commitment to 2-1-1 Big Bend?

The volunteer commitment is 200 hours

Summarizing

Ties together several statements or issues in accumulation of everything that has been talked about during the call.

Vision of 211 Big Bend

To serve as the preffered 24/7 gateway to communty services and support with a comitment to excellence

what is emancipation?

a parent relinquishing authority and control over a minor child

What is the Baker Act receiving facility for the big bend area?

a. the Apalachee Center for Human Services b. Tallahassee Memorial Healthcare (TMH) c. Capital Regional Medical Center

What techniques do you use to communicate with your off-site supervisor

a. use off-site communicator (and google hangouts) b. summarize c. paraphrase d. use verbal nods sparingly e. never give out any supervisor's name or number f. do not respond directly g. do not put am off-site supervisor on hold h. notify off-site when the call is over or additional help is needed of they excuse themselves from a call where you have control.