Page:What is Crisis.pdf/16

 * “I’m aware that you could be helped by someone other than the volunteers at the Crisis Center. Please take these phone numbers.”
 * “What you are talking about is not covered by our services. Let me give you the numbers of someone who could.”


 * “I’ve enjoyed talking with you, and I hope this conversation has helped you feel a bit better; I need to open up the line again.”
 * “I will need to end the call now. Have a good day.” Or, “I need to hang up now.”
 * “Our time is up. Have a good day.”
 * “It’s time for us to wrap up. I’m glad you're doing better.”
 * “I’m going to have to free up the line for another caller now. Thanks for calling.”

Volunteer Manual/Section 3/REV 07/07/14
 * Short-term, focused crisis intervention model is usually not effective. Reflection, clarification, and open-minded questions do not seem to be effective. It is better to be direct, frank, gentle but firm.
 * It is important to tune into the pattern. There is a theme behind the words, such as loneliness, helplessness, dependency, etc.
 * The work with the caller should focus on specific, reality-oriented, here and now steps.
 * Proceed in small steps; change takes a long time for repeat callers.
 * It is important to set and maintain limits: length of call, call frequency, focus of call, etc. Consult the Frequent Caller bios in the Shift Management binder.
 * It is important to maintain person-to-person interaction, as contrasted with letting the caller talk about other people or other volunteers/staff, etc.
 * Encourage the development of other support systems.
 * Support the caller’s pursuit of therapy. Avoid the caller’s attempts to get you to minimize the importance of therapy or to drag you into conflict with the therapist.
 * Continue assessing for suicide risk.
 * Continue to give a clear definition of what the Crisis Center provides as a service. Resist the urge to provide a service that the caller hopes you will give (friendship, dependency, collusion, etc.)
 * Be comfortable with ending the call, if all of the above have been done, even if the caller is angry about it.