Connect
What are some of the goals of the Connect stage?
● Build Rapport
● Explore presenting concerns and what led them to reach out today
● Collect relevant information such as phone number, name, age, and other demographic info
Which assessment is the only assessment that is absolutely REQUIRED on EVERY call?
The 2 Imminent Risk Prompt Questions
Bonus (200pts): What part of each safety question must be asked verbatim (i.e. word for word)?
What are a few of the goals during the Listen, Clarify, Plan cycle?
• Restating caller’s primary concern(s)
• Helping callers prioritize problems and concerns
• Explore Self-Help and willingness to receive Professional Help
• Psychoeducate on effective and appropriate coping skills and resources
How many Referrals should we give per interaction?
3 Referrals
How long do you have to “Wrap-Up” documentation after a VOICE interaction (calls)?
7 minutes
Say the standard greeting for your respective line (ie. NYC 988, Peer, NSPL, etc.)
“Thank you for reaching out to _________. How can I help you today?”
When are ALL items in the Assessment of Mental Status & Current Functioning REQUIRED to assess and not optional?
For submitting a referral to a Mobile Crisis Team (MCT)
What are Prochaska's 6 Stages of Change? (Hint: Substance Use related)
1. Precontemplation
2. Contemplation
3. Preparation
4. Action
5. Maintenance
6. Relapse
Bonus (300pts): Give an example of a supportive phrase you can use with someone in the pre-contemplation stage
There is a resource in iCarol that has outdated information-- What should you do?
Flag the resource in iCarol. The resource staff will follow up.
What message must you send in every text/chat interaction (preferably at the very end) but do not need to say on calls?
Confidentiality message
Give an example of how a counselor can ask for a caller’s phone number naturally
“In case we get disconnected, can I get your phone #?”
1. When is the only time exploration of abuse/neglect is absolutely required to explore?
2. Is it required if someone answers YES to one of the Imminent Risk Prompt questions?
1. When INDICATED in the conversation.
2. No, but you should always listen for signs of abuse/neglect and explore if mentioned.
What is Motivational Interviewing for, and why is it useful for addressing Ambivalence?
Exploring a person’s resistance/willingness to change.
Useful for ambivalence because it identifies reasons and ways to overcome obstacles to change.
What is the KEYWORD you would use to find services for someone who is feeling paranoid or hearing things other people can't hear for the first time?
First Episode Psychosis
True or False- Counselors should mark all calls where the client disconnects unexpectedly as "Non-transactional" in the H2H
FALSE- Hang ups should only be tagged as "Non-Transactional Hang Up" when the reason for calling could not be identified or identifying information could not be obtained
Caller states: “I just got into a huge fight with my partner. They can be so mean sometimes”
How would you respond? (Use a reflective statement as part of your response)
“When partners are mean or hurtful, it can be hard not to fight or get defensive. Could you tell me more about what happened?”
Name all the areas in the Assessment of Mental Status & Current Functioning that must be completed in order to submit a referral to a Mobile Crisis Team (MCT)?
1. Managing Anger
2. Managing Sadness
3. Managing Fear/Anxiety
4. Activities of Daily Living (ADL)
5. Engaging with Others
6. Eating
7. Sleeping
8. Appearance
9. Abnormal Behaviors
What is a question that explores a caller’s motivation to access treatment? Preface it with a reflective statement
“It sounds like you are going through a tough time right now. Many people in your situation find it helpful to speak with a professional on an ongoing basis, like a therapist or counselor. Is that something you would be interested in exploring?”
What keyword(s) should you use if you were looking for services for someone who had both a mental health issue and a substance use issue?
Dual Diagnosis/ Co-Occurring Disorders
A caller has agreed to be Warm Transferred to a referral. What should you check in the resource listing description before you call the resource number?
Eligibility, Hours of Operation, Insurance Taken, Location
What is the difference between Sympathy and Empathy?
Sympathy: Feeling bad for someone. “I’m sorry you’re going through this situation."
Empathy: Feeling “with” someone. “It sounds like this situation has been really difficult for you.”
Which assessments should you explore ONLY if one of the imminent risk prompt questions is answered YES or if INDICATED during the conversation?
988 Four Core Principles: Desire, Intent, Capability, Buffers
- Suicidal Ideation
- Self-Harm
- Substance Use
- Homicidal Ideation
Mental Status & Current Functioning
A) When do we need to Safety Plan with someone?
B) Which concerns would NOT prompt a Safety Plan, but should prompt you to collaborate with the caller on an action plan to address them?
A) When Suicidal Ideation (SI) is present OR when someone answers YES to one or both of the initial 2 Safety Questions
B) NSSI, SU, HI, Abuse/Neglect
What does “Sliding Scale” mean?
Fee structure for clients with fewer resources and require a lower fee calculated relative to one's income. The less income you bring in each month, the less you pay for your therapy session fee, and this is usually determined by a sliding scale rate table
You attempted to Warm Transfer to a resource, but you've been on hold for a few minutes and the call still hasn't gone through. What should you do?
Attempts to warm transfer should continue until a connection is made, all referrals have been attempted, or until the caller indicates that they no longer wish to pursue a warm transfer.