Callers In Crisis - Skills For Front Line Staff

Develop your confidence and telephone communication skills to respond to people experiencing Mental Health crisis.

Course aims

To develop confidence and skills to respond to callers in crisis

Administrative staff and those providing telephone support and advice often the first point of contact for service users.

Grounded in best practice, this one day course develops confidence and communication skills to respond safely and appropriately to people experiencing crisis.

Course objectives

By the end of the course participants will have had opportunities to:

• Explore what is meant by crisis from a service user, personal and agency perspective

• Explore the causes of service users’ distress at times of crisis

• Reflect on individual experiences of receiving challenging calls

• Practise skills and supportive responses to telephone callers in crisis

• Discuss organisational issues raised and develop action plans to address them

• Consider their own needs within a supportive environment