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PCWTA Curriculum

Skills for Crisis Intervention over the Phone

Level: Advanced – Lineworker

Credits: 3

Intended Audience: Line workers who are interested in increasing their knowledge and skills in working effectively with clients over the telephone who may be hostile, angry and resistant or in immediate crisis to categorize, prioritize and respond to the needs of vulnerable children and families

Intended Objectives:

  • Understand the definition of “customer service” in a human services environment, including the responsibility for eliciting, categorizing, prioritizing and responding to client needs during crisis
  • Learn and apply an interview protocol on the telephone in supporting and responding to families in crisis
  • Learn questioning and negotiating strategies to work effectively with challenging, angry or special needs callers

Topics Include:

  • The definition of “customer service” in a human services environment
  • Eliciting, categorizing, prioritizing and responding to client needs during crisis
  • Telephone interview protocol to be used in supporting and responding to families in crisis
  • Assessment of a crisis situation by telephone
  • Effective engagement with families by telephone
  • Identification, prioritization, and response to crisis and immediate family needs
  • Questioning and negotiating strategies to use on the telephone with families in crisis
  • Importance of managing voice tone, effective interviewing, and listening skills during telephone interactions

CalSWEC Competencies Addressed:

3.1 Student is able to practice basic principles and techniques of interviewing children and families for purposes of assessment, intervention, and service planning.

3.9 Student demonstrates the ability to engage and work with involuntary clients in a manner that includes the exercise of client self-determination.

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