211

list the four parts of the RIDE model and when they occur in the call

-establish and maintain a relationship (throughout the call) -identifying and clarifying the problem (throughout the call) -dealing with feelings (throughout the call) -exploring alternatives and giving referrals (towards the end of the call)

name the hotlines operated by 2-1-1 big bend.

-helpline 2-1-1 -national suicide prevention lifeline -florida hiv/aids hotline -family health line

a crisis is:

-self defined -any situation for which a person does not have or feel they have adequate coping skills

on helpline 211, what criteria needs to be met in order to offer a follow up call?

-they live within our eight county area -they were given a referral

list three questions you can ask to explore the callers alternatives.

-what do you think might happen if you ___? -how would it be for you to ___? -what would you like to see happen in your situation right now?

what are some questions you can ask when developing a viable plan of action with the caller?

-what do you think will be your next step towards___? -when do you think you will contact___? -what are you going to do when we get off the phone today?

what steps can you take when dealing with a fantasy weaver sex caller?

1. identify inappropriate behavior 2. set guidelines for the caller -keep them focused on feelings in the here and now -dont 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 you instincts

to perform a feelings reflection you must

1. identify the feelings the caller is experiencing 2. reflect the feeling with a response lead 3. avoid minimizing or maximizing 4. state instead of ask

list the four steps to follow when receiving a misdirected call

1. identify the misdirected call 2. explain the purpose of helpline 2-1-1 3. explore the callers alternatives 4. send an SOS with the call information

what steps should you follow when terminating a sex caller?

- State this call is inappropriate for the hotline, and i am hanging up now. -Immediately hang up the phone

what three steps do you follow when offering a caller advocacy?

1. identifying 2. offering 3. requesting

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

1. juvenile deliquency prevention programs 2. support programs for adolescents 3. behavioral alternatives 4. contacting a school guidance counselor 5. knowing a parent's legal rights

what do you say or ask a caller on helpline after they have agreed to receive a follow up?

1. may i have your name and phone number 2. what would be the best time to call 3. if someone else answers, is it okay for us to say who we are? 4. we are not able to follow up with all of our callers, so please feel free to give us a call back.

what are the two different types of sex callers that you may get?

1. obscene callers 2. fantasy weavers

List the types of reportable abuse

1. people living with a disability 2. people that are institutionalized 3. children under the age of 18 4. elderly

in which five areas is it always inappropriate to disclose your views or information to the caller?

1. political affiliation 2. opinions on moral/religious issues 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 their question

paraphrasing is:

1. rephrasing in your own words what the caller has just said 2. stating a feeling reflection

What are two components of effective discipline?

1. rules and consequences 2. follow through and consistency

what are the goals of manipulation?

1. satisfying a need to feel safe 2. avoiding stressors or shifting responsibility 3. getting something from someone

what are the six steps to properly closing a call?

1. summarize 2. develop and review a plan 3. ask the statistical questions 4. ask about other needs 5. encourage the caller 6. thank them

What techniques do you use to communicate with your offsite supervisor

1. summarize 2. paraphrase 3. use verbal nods sparingly 4. never give out any supervisor's name or number 5. do not respond directly 6. do not put an off site supervisor on hold

what six steps do you follow with a verbally abusive caller?

1. take a deep breath 2. elevate your voice tone so the caller can hear you, but dont yell back 3. encourage the caller to tell you about the situation 4. reflect the feelings the caller is expressing as they talk 5. if the caller is using graphic language, set guidelines 6. if the caller threatens you and the agency, contact your off site supervisor immediately

list the four common characteristics of a prank caller

1. the callers concern 2. the callers affect or voice tone 3. manipulation 4. repeat calls

what seven things do you need to write down when taking notes

1. the callers name 2. time the call started 3. hotline the call came in on 4. callers problem 5. feelings the caller is having 6. alternatives the caller is exploring 7. other information you think is important

the seven skills used to establish and maintain a relationship are

1. the initial greeting 2. a warm and genuine voice tone 3. a nonjudgemental attitude 4. verbal nods 5.silences 6. name exchange 7. notes

list the three parameters on which the counselor should focus the caller.

1. themselves 2. their crisis 3. their feelings

list the eight things you should remember when giving referrals to a 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. offer multiple options (give out at least 3 referrals if possible) 7. avoid giving recommendations or opinions 8. avoid misleading the caller

list the four categories in which advocacy can be offered?

1. unfairly denied services 2. unable to access services 3. complaining about another agency 4. needing a referral not in IRis

what are the statistical questions?

1. what city are you calling from? 2. what is your zip code 3. is this your first time calling our 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? - if yes: what kind? -if no: would you be interested in getting some referrals about the new health insurance options that are available? 6.(lifeline only) are you a veteran?

What are the five branches of the military?

-Air Force -Army -Navy -Coast Guard -Marine Corps

List some questions you can ask to assess a caller's safety:

-Are you safe right now -are you injured/cut/bruised/bleeding -do you need medical attention? -is the person who hurt you there right now? -When are they coming home -might they (violent partner) come home unexpectedly -did something happen to you against your will/persmission? -are there weapons in the house? -are there children that have witnessed the abuse -if we get disconnected, do you want my supervisor to contact law enforcement -are you in danger of additional harm.

What three steps should you also take when talking to an intoxicated caller?

-Contract with the caller not to drink/use while on the phone -assess the caller's safety -Contact offsite if it isn't productive

What agencies can callers contact when they are seeking to have their child diagnosed with ADHD

-Exceptional student education in leon county -their local I&R if they live outside leon

When are you required to contact the offsite supervisor on a second party suicide call?

-If you cannot determine lethality -If the lethality assessment indicates high risk -If the caller is unwilling to take action

List some empowering statements you can use to establish a relationship

-It took a lot of courage to call us - you are not the reason your partner abuses you -i'm glad you told me about the situation -no one deserves to be treated that way -it is not your fault -there is nothing you did that made it okay for your partner to hit you

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

-Put the crisis person on the phone -intervention by the caller -advocacy

What is the baker act receiving facility for the big bend area?

-The apalachee center for human services -Tallahassee Memorial Healthcare

What are some questions you can ask to assess a caller who might have taken medications safely?

-What did you take? How much? When? With what? -how did you obtain the medication? -what were you supposed to take? ho much? how often? with what? -what are your usual reactions to this medication -are you experiencing any other unusual changes or symptoms right now?

list the three stages of training

-classroom training -phoneroom training -sulervised shifts

list the 3 of seven parts of the confidentiality policy to protect the caller

-do not discuss calls -do not give out information -destroy written call information

list the four of seven parts of the confidentiality policy to protect the counselor

-do not reveal information about another counselor -use a phone name or alias -never meet the callers -confidentiality of the agency

what is the missjon of 2-1-1 big bend?

it is the mission of 2-1-1 big bend to provide assessment, emotional support, crisis assistance, education, training, and referrals with accurate, up to date resource information

What is the baker act?

Outlines a bill of rights for the mentally ill, provides a system of legal due process, and details procedures for admitting patients to mental health facilities both voluntary and involuntary.

list the three steps you can take before you. begin exploring alternatives

1. follow the switzer model 2. summarize and paraphrase the callers need. 3. remember to keep the focus on the caller

What are the procedures for an abuse call?

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

What are some characteristics of a psychotic person?

1. Affect (flat, extreme, monotone, inappropriate) 2. Language and communication: derailment or tangental thought, poverty of content, lack of concentration 3. Sensory misperceptions 4. Sense of self and external world: loss of ego boundaries, morbid perplexity about own identity, preoccupation with fantasies, emotional detachment and delusion 5. Orientation: distorted to identity location or time

What steps should you take with a caller who is thinking about killing themselves? (13)

1. Establish a supportive and caring relationship with the caller 2. Confront the caller if they use any euphemisms 3. Begin the lethality assessment form 4. Find out if they have a plan 5. Find out if they have initiated their plan - "have you done anything to hurt yourself already?" 6. contract with the caller not to harm themselves 7. explore the side that wants to die 8. explore the side that wants to live, after finding ambivalence 9. Explore prior coping and 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 back, especially if they are suicidal again 13. If the lethality assessment indicated high or moderate risk, offsite may ask you to offer a follow up call

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

1. Establish and maintain the relationship (nonjudgmental and gather identifying information) 2. Identify the problem -clarify the caller's intentions -Begin the lethality assessment -Contact the offsite supervior if 2 questions are a yes -Contract with the caller 3. Deal with feelings 4. Explore alternatives -explore the act of killing another person and possible consequences -Explore the possibility of not killing another person and other options available -make a plan with the caller 5. Close the call

What resources are available for callers needing assistance with child custody or support?

1. Legal aid 2. child support enforcement hotline 3. association for children for enforcement of support (ACES)

How do you construct a circle of reality?

1. Reconstruct basic orientation (what color is the phone, what is your name) 2. Focus on present tense reality (what did you eat for breakfast today, is anyone else with you? )

What are the different levels of supervisory support?

1. Shift supervisor 2. Hotline supervisor 3. Off site supervisor

What steps should you take when talking to a panicked caller?

1. Use the four C's (Calm, Control, Consistent, Concrete) 2. Assess Safety 3. Follow the Switzer model 4. Contact off site

how should a counselor confront the caller?

1. after the relationship is established 2. without inferring or interpreting the callers actions 3. gently 4. promptly 5. consistently 6. concretely

a summary consists of

1. an opening statement 2. a rephrasing of everything that has been discussed 3. a feeling reflection

List the procedures for dealing with a domestic or sexual violence call

1. assess safety 2. establish the relationship through empowerment and support 3. identify the caller's need 4. Deal with feelings 5. Explore alternatives

List the most common parenting topics 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

what information may be in an active callers policy?

1. call content 2. time limit 3. number if calls permitted per day

list the six key steps to follow when exploring alternatives with a caller

1. clarify their desired outcome 2. explore their personal resources -prior coping 3. explore any community resources 4. discuss possible outcomes or consequences 5. consider possible failure 6. develop a viable plan of action

how can you identify an active caller?

1. comfort 2. name - search iris or active caller database 3. concerns

list some statements or questions you can use to engage the caller

1. did something happen today that made you want to give us a call 2. you said you are looking for (insert callers need), it sounds like youre feeling (insert feeling word) 3. you sound upset/angry/frustrated (when something in their voice is indicating that feeling) 4.how has this situation been for you/how is this situation affecting you today?

what three types of statements from the caller should a counselor confront?

1. discrepancies 2. distortions 3. evasions of responsibility

what six things should you remember during the process of giving information to the caller?

1. do not give legal, medical, or religious counseling advice 2. explore why the caller needs the information 3. find an appropriate resource 4. quote your source 5. read the information to the caller 6. offer referrals if more information is needed

what six 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 in the here and now 4. ask the statistical questions 5. gently let the caller know that if they dont want to talk to you, then we need to keep the line open for callers who do want to talk. 6. contact your offsite supervisor id the caller wont hang up or the calls are recurring

list the five common ways a caller reacts to confrontation

1. examine their behavior 2. agree with the counselor 3. seek support elsewhere 4. devalue the topic or try to change your view 5. attack

what are the six different types of callers?

1. first time callers 2. repeat callers 3.potential active callers 4. active callers 5. policy callers 6. sex callers

List the 6 foundations or counseling philosophies of 211 big bend hotline calls.

1. focus on feelings 2. empower callers 3. do not make outgoing calls 4. do not provide legal, medical, or religious counseling. 5. maintain confidentiality 6. do not personally use the hotline for counseling

what is the duration of the volunteer committment to 2-1-1 big bend?

200 hours

When is it mandatory to contact your off site supervisor?

1. when you are a shift leader and any counselors from the next shift have not arrived 2. The power in the building goes out; the computers go down, or any other problem with the agency building 3. A first OR second party suicide call where: -you cannot determine the risk of the call -the lethality assessment form indicates high risk -caller has initiated plan to kill themselves -caller or crisis person will not deescalate from their suicidal thoughts -The caller refuses to contract or promise not to hurt themselves -the caller hangs up without resolution the caller is unwilling to intervene to assist the crisis person 4. a caller threatens to harm you or anyone else at the agency 5. Homicide calls where 2 or more questions are a yes on the lethality form 6. all abuse calls involving -children -disabled -institutionalized persons -elderly or otherwise vulnerable adults 7. to deviate from an active callers policy 8. when a caller has recently been victimized and is still in danger or may need medical treatment (including domestic, sexual, and other violence) 9. confidentiality is threatened or breached 10. to terminate a call (other than a sex caller) 11. the caller is intoxicated or under the influence of some substance and the call is unproductive.

What is the national suicide prevention lifeline?

1800273TALK, toll free, national suicide prevention hotline. Automatically routed to nearest crisis center, 211 takes calls from Tallahassee to Pensacola

What is autism

A developmental disorder that appears by age 3 and is recognized and diagnosed by impairments of the ability to form normal social relationships and by the impairment of the ability to communicate with others

What is the suicide lethality assessment form?

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

What is ADHD

Attention deficit hyperactivity disorder, a childhood syndrome characterized by impulsiveness and short attention span

What is a second party suicide call?

One in which the caller is calling in reference to someone else who is thinking of killing themselves

What does OEF stand for?

Operation Enduring Freedom

What does OIF stand for?

Operation Iraqi Freedom

What are the two most prevailing ailments of OEF/OIF veterans?

Post traumatic stress disorder and traumatic brain injuries

What is the marchman act?

Provides for the involuntary or voluntary assessment and stabilization of a person allegedly abusing substances like drugs or alcohol and provides for treatment of substance abuse.

Why should a counselor explore the side that wants to die with a caller?

To allow the caller to express all of their feelings and work through their emotional overload. Also makes it real for the caller

What is endangerment advocacy

When the off site supervisor makes a call to the crisis person

What is emancipation

a parent relinquishing authority and control over a minor child.

what is the vision of 2-1-1 big bend?

the vision of 2-1-1 big bend is to serve as the preferred 24/7 gateway to community services and support with a commitment to excellence.