Term
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Definition
| to serve as the preferred 24/7 gateway to community services and support with a commitment to excellence |
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Term
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Definition
| to provide assessment, emotional support, crisis assistance, education, training, and referrals with accurate, up-to-date resource information |
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Term
| (6) 2-1-1 Big Bend Hotlines |
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Definition
| Helpline 2-1-1, National Suicide Prevention Lifeline, Parent Helpline, BRAIVE, Florida HIV/AIDS Hotline, Family Health Line |
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Term
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Definition
| Classroom, Phoneroom, Supervised Shifts |
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Term
| 2-1-1 Volunteer Commitment |
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Definition
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Term
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Definition
| Self-defined situation for which a person does not have or feel they have adequate coping skills |
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Term
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Definition
Relationship: Establishing and maintaining throughout the call
Identifying: Clarifying the problem throughout the call
Dealing: with feelings throughout the call
Exploring: Alternatives and giving Information and Referrals towards the end of the call |
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Term
| (5) 2-1-1 Counseling Philosophies |
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Definition
| Focus on Feelings, Empower Callers, Do not make outgoing calls, do not provide legal, medical, or religious counseling, maintain confidentiality, do not personally use the hotline for counseling |
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Term
| (3) Policies to Protect the Caller |
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Definition
| Do not discuss calls; do not give out information; destroy written call information |
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Term
| (4) Policies to protect the Counselor |
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Definition
| Do not reveal information about another counselor; use a phone name or alias; never meet the callers; confidentiality of the agency |
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Term
| (7) Skills to Establish/Maintain a Relationship |
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Definition
| The initial greeting, a warm and genuine voice tone, a non-judgmental attitude, verbal nods, silences, name exchange, notes |
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Term
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Definition
| Caller's name, Time the call started, Hotline the call came in on, Caller's problem, Feelings the caller is having, Alternatives the caller is exploring, Other information you think is important |
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Term
| (4) Steps to Feeling Reflection |
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Definition
| Identify the feelings the caller is experiencing, Reflect the feeling with a response lead, avoid minimizing or maximizing, state instead of ask |
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Term
| Example Statements to Engage the Caller |
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Definition
Did something happen today that made you want to call?
You said you are looking for (___), it sounds like you're feeling (___).
You sound (____).
How has this situation been for you? How is it affecting you today? |
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Term
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Definition
| Rephrasing in your own words what the caller JUST stated and using a feeling reflection |
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Term
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Definition
| An opening statement, rephrasing of everything that has been discussed, and a feeling reflection |
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Term
| (3) Steps before Exploring Alternatives |
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Definition
| Follow the Switzer Model, Summarize and paraphrase the caller's need, Remember to keep the focus on the caller |
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Term
| (7) Steps to Exploring Alternatives |
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Definition
| Clarify their desired outcome, explore their personal resources and prior coping, explore any community resources, discuss possible outcomes or consequences, consider possible failure, develop a viable plan of action |
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Term
| Example Questions to Explore Alternatives |
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Definition
| 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? I'm glad you gave us a call today. What else have you thought about doing? What have you tried in the past that has been helpful? Do you belong to a church or group0 that maybe able to help? |
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Term
| (6) Information Giving Process |
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Definition
| Do not give legal, medical or religious counseling or advice; explore why the caller needs the information, find an appropriate resource, quote your source, read the information to the caller, offer referrals if more information is needed |
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Term
| (8) Steps when Giving Referrals |
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Definition
| Understand the caller and their need, explore previous attempts, use the referrals database, writing utensils, be thorough when providing referral details, offer multiple options, avoid giving recommendations or opinions, avoid misleading the caller |
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Term
| (4) Steps for Misdirected Calls |
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Definition
| Identify the misdirected call, explain the purpose of Helpline 2-1-1, Explore the caller's alternatives, Send an SOS with the call information |
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Term
| (3) Steps to Caller Advocacy |
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Definition
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Term
| (4) Categories of Advocacy |
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Definition
| Unfairly Denied Services, Unable to Access Services, Complaining about Another Agency, Needing a Referral Not in IRis |
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Term
| (4) Steps to Closing a Call |
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Definition
| Summarize, Develop and Review a Plan, Ask the Statistical Questions, Encourage the Caller to Call Back |
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Term
| (4) Statistical Questions asked on every hotline |
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Definition
| What City are you calling from? What zip code are you calling from? Is this your first time calling our hotline? How did you hear about ______? |
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Term
| (2) Statistical Questions on Parent Helpline |
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Definition
| Can I ask you a question for statistical purposes? Were you satisfied with our service today? |
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Term
| (1) Statistical Question asked on Lifeline |
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Definition
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Term
| (2) Criteria for Follow-up |
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Definition
| Live in our 8-county service area, were given a referral |
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Term
| (4) Questions/Statements for Follow-up |
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Definition
| May I have your name and phone number? What would be the best time to call/Is it ok to call on weekends? If someone else answers the phone or you are not there, is it okay for us to say who we are? We are not able to follow up with all of our callers, so please feel free to give us a call back. |
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Term
| (7) Statistical Questions for BRAIVE |
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Definition
| What is your current status? Have you ever been deployed? Where were you deployed? What was the first year of your deployment? How many times have you been deployed? What branch of the military did you or do you serve in? How many people are in your household? |
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Term
| On BRAIVE, what callers are eligible for a follow-up call? |
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Definition
| All callers on BRAIVE should be offered a follow-up call. |
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Term
| (3) Goals of Manipulation |
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Definition
| Satisfying a need to feel safe, avoiding stressors or shifting responsibility, getting something from someone |
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Term
| (3) Parameters to focus callers |
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Definition
| themselves, their crisis, their feelings |
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Term
| (3) Types of Statements to Confront |
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Definition
| discrepancies, distortions, evasions of responsibility |
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Term
| How to confront the caller (7 ways) |
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Definition
| After the relationship is established; without inferring or interpreting the caller's actions; tentatively; gently; promptly; consistently; concretely |
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Term
| (5) Ways callers react to confrontation |
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Definition
| examine their behavior; agree with the counselor; seek support elsewhere; devalue the topic or try to change your view; attack |
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Term
| (5) Inappropriate self-disclosure |
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Definition
| Political affiliation; opinions on moral/religious issues; health status; sexuality; personal experience |
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Term
| (4) Steps to avoid self-disclosure |
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Definition
| reflect the feelings behind the question; acknowledge the question; decide if you feel comfortable answering the question; let the caller know you cannot answer the question |
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Term
| (4) Characteristics of a prank caller |
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Definition
| the caller's concern; the caller's affect or voice tone; manipulation; repeat calls |
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Term
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Definition
| Establish a relationship; explain the purpose of the hotline; focus the caller on "here and now"; ask the statistical questions; gently let the caller know that if they don't want to talk with you, then we need to keep the line open for callers who do want to talk; contact your off-site supervisor if the caller won't hang up or if the prank callers are recurring |
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Term
| (6) Steps to Verbally Abusive Callers |
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Definition
| Take a deep breath, elevate your voice tone so the caller can hear you, but don't yell back; encourage the caller to tell you about their situation; reflect the feelings the caller is expressing as they talk; if the caller is using graphic language,set guidelines; if the caller threatens your the agency, contact your off-site supervisor immediately |
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Term
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Definition
| First time callers, repeat callers, potential active callers, active callers, policy callers, sex callers |
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Term
| Identifying Active Callers |
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Definition
| Comfort level, Name in IRis or Active Caller database, Caller's concerns |
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Term
| Information included in Active Caller's Policies |
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Definition
| call content, time limit, number of calls permitted per day |
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Term
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Definition
| Obscene Callers, Fantasy Weavers |
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Term
| (7) Steps to take with Fantasy Weavers |
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Definition
| Identify inappropriate Behaviors, Set guidelines for the caller, keep them focused on their feelings and the "here and now"; Don't allow them to give you graphic details; keep t5he responsibility for talking on the caller; ask the statistical questions; trust your instincts |
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Term
| (2) Steps to Terminate a Sex Call |
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Definition
| State "This Call is inappropriate for this Hotline and I am hanging up now."; Immediately hang up the phone |
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Term
| (4) Steps to Talking to Panicked Callers |
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Definition
| Use the Four C's: Calm, Control, Concrete, Consistent; Assess Safety; Follow the Switzer Model; Contact the Off-Site Supervisor |
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Term
| (5) (Some) Characteristics of Psychotic person |
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Definition
| Affect:extreme, flat, inappropriate,or unstable; Language and communication: derailment or tangential though,poverty of content, and lack of concentration; Sensory misperceptions; Sense of self and external world: loss of ego boundaries, morbid perplexity about own identity, preoccupation with fantasies, emotional detachment, and delusions; Orientation: distorted as to identity, location, or time. |
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Term
| Constructing a Circle of Reality |
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Definition
Reconstruct basic orientations: "My name is, your name is..." "You are talking to me on the phone; what color is the phone?"
Focus on present tense reality: "what did you eat for breakfast TODAY?" "Is anyone else in the house with you RIGHT NOW?" |
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Term
| (13) Steps to dealing with Caller Thinking about Killing Themselves |
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Definition
| Establish a supportive and caring relationship with the caller; confront the caller if they use euphemisms; Begin the Lethality Assessment form; Find out if they have a plan; Find out if they have initiated their plan; contract with the caller; explore the side of the person that wants to die; explore the side of the caller that wants to live after the caller expresses a desire to move on or point of ambivalence; explore the caller's prior coping and any other alternatives; develop a plan for the immediate future; offer referrals if the caller wants them; contract with the caller to call back especially if suicidal again; if lethality assessment indicates the caller is high or moderate risk - off-site supervisor may ask to offer follow-up |
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Term
| What is the Suicide Lethality Assessment Form? |
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Definition
| A form that is used on ever first and second-party suicide call that will help you determine the urgency required inthe situation. |
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Term
| What is the National Suicide Prevention Lifeline? |
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Definition
| Lifeline is a toll-free number (1-800-273-TALK) operated throughout the U.S. When called, callers are automatically routed to the nearest crisis center a part of the network. Big Bend answers calls from the Big Bend Region. |
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Term
| What is a second-party suicide call? |
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Definition
| When the caller is calling in reference to someone else who is thinking about killing themselves |
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Term
| What is a second-party suicide call? |
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Definition
| When the caller is calling in reference to someone else who is thinking about killing themselves |
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Term
| (3) Alternatives to Explore with Second-Party suicide calls |
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Definition
| Put the crisis person on the phone; Intervention by the caller; Advocacy |
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Term
| What is endangerment advocacy? |
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Definition
| Offering a three-way call to the crisis person with the caller still on the phone or for the Off-Site supervisor to contact the crisis person |
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Term
| (3) When are you required to contact the off-site supervisor on a second-party suicide call? |
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Definition
| if you cannot determine the lethality; if the lethality assessment indicates high risk; if the caller is unwilling to take action |
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Term
| (14) Homicide Call Procedures |
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Definition
| Establish/Maintain Relationship; Remain Non-judgmental; Carefully gather identifying information; Identify the problem; clarify the caller's intentions; begin the lethality assessment; contact the off-site supervisor if 2 questions are yes; Contract the caller; deal with feelings; explore alternatives; explore the act of killing another person and consequences; explore the possibility of not killing the person and other options; make a plan; close call |
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Term
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Definition
| Outline of a bill of rights for the mentally ill; provides a system of legal due process for people under evaluation in mental health facilities and procedures for admitting patients voluntarily or involuntarily |
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Term
| The Big Bend area Baker Act receiving facility |
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Definition
| The Apalachee center for Human Services |
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Term
| (3) Types of Supervisory Support |
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Definition
| Shift Supervisor; Hotline supervisor; Off-site Supervisor |
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Term
| (20+) When to Contact the Off-Site Supervisor |
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Definition
| Counselor relieving you hasn't arrived; Call exceeds 30 minutes; Problems with the agency building- power,computers; First or second party suicide call where the risk can't be determined, high-risk indicated through assessment, caller initiated a plan, caller doesn't de-escalate, caller refuses to contract, caller hangs up without resolution, call is on parent helpline, caller won't intervene to help crisis person; caller threatens you or the agency; homicide call with 2 yeses on assessment; all abuse involving children, disabled, institutionalized, or elderly/vulnerable adults; to deviate from active caller policy; recently victimized caller is still in danger or may need medical attention (domestic, sexual, or other violence); confidentiality is threatened or breached; to terminate a call;caller complains about our agency or one of the counselors; the caller is intoxicated or under the influence of substances AND the call is unproductive |
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Term
| (6) Techniques to communicate with the Off-Site Supervisor |
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Definition
| Summarize; Paraphrase; Use verbal nods sparingly; Never give out any supervisor's name or number; Do not respond directly; Do not put an off-site supervisor on hold |
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Term
| (4) Types of Reportable Abuse |
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Definition
| People living with a disability; People that are institutionalized; children under 18; elderly |
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Term
| (4) Procedures for an Abuse Call |
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Definition
| Give the abuse disclaimer, contact your off-site supervisor, write down any identifying information; explore having the caller make a report |
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Term
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Definition
| A crisis hotline open 24/7 offering assistance to parents who feel overwhelmed, stressed, or have specific questions about their children or behavior |
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Term
| Parent Helpline Service Area |
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Definition
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Term
| Agency funding Parent Helpline |
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Definition
| The Florida Department of Children and Families |
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Term
| (9) Common Calls on Parent Helpline |
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Definition
| Basic Behavioral Issues and Child Development; Out of Control Teenagers; Reportable Abuse; child Support and Custody; Attention Deficit and Hyperactivity Disorder; Autism; Requests for child Abuse Prevention Packets; Non-Parenting Related Concerns; Wrong Numbers |
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Term
| (2) Components of Effective Discipline |
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Definition
| Rules and Consequences; Follow Through and Consistency |
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Term
| (5) Alternatives for Parents with Out of Control Teenagers |
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Definition
| Boot Campus and Juvenile Delinquency Prevention Programs; Support Programs for Adolescents; Behavioral Alternatives; Contacting the School Guidance Counselor; Knowing a parents legal rights |
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Term
| What do support programs for adolescents offer? |
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Definition
| Individual, group, and family counseling- Timeout shelters for youth |
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Term
| What do support programs for adolescents offer? |
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Definition
| Individual, group, and family counseling- Timeout shelters for youth |
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Term
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Definition
| Parent relinquishing authority and control over a minor child |
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Term
| Boot Camps and Juvenile Delinquency Prevention Programs |
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Definition
| Both are expensive and usually take a court order - boot camps military-style discipline teach obedience but use little therapy. Juvenile delinquency prevention programs focus more on therapeutic interventions |
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Term
| (3) Resources for Child Custody or Support |
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Definition
| Legal Aid (local services); Child support Enforcement Hotline (Statewide service); Association for Children for Enforcement of Support (ACES) -national service |
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Term
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Definition
| Childhood syndrome characterized by impulsiveness and short attention span and sometimes by hyperactivity that often leads to learning disabilities and various behavioral problems |
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Term
| (2) Agencies for AD/HD Diagnosis |
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Definition
| Exceptional Student Education (Leon County); Their Local Information and Referral Hotline if they live outside Leon County |
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Term
| Place to find Information on AD/HD |
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Definition
| Information Database on the agency intranet |
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Term
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Definition
| a developmental disorder that appears by age three 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 |
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Term
| Information about ordering Child Abuse Prevention Packets |
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Definition
| Intranet: Parent Helpline page, "Child Abuse Prevention Packets" link under Resources |
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Term
| (3) Steps on taking non-parenting related calls on Parent Helpline |
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Definition
| Reflect the caller's feelings about their situation; gently let those callers know the purpose of the helpline; refer them to their local crisis/information and referral hotline |
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Term
| What will callers often say if they call the parent helpline but meant the contact the Department of Motor Vehicles? |
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Definition
| Callers trying to contact the DMV will often say they have questions about their license, registration, or a ticket |
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Term
| (3) Steps to redirect callers who mistakenly dialed the parent helpline |
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Definition
| Ask them what agency they were trying to reach; give them a description of what hotline they contacted; provide them with the correct number |
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Term
| (5) Procedures for Domestic or Sexual Violence Calls |
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Definition
| Assess safety; Establish the relationship through empowerment and support; identify the caller's need; deal with feelings; explore alternatives |
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Term
| (7) Empowering statements for Domestic Violence Calls |
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Definition
| It took a lot of courage to call; 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's nothing you did that made it OK for your partner to hit you; When people are in violent relationships, the batterer may try to make their partner feel like it's their fault. |
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Term
| (11) Questions to Assess Safety |
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Definition
| Are you safe right now; Are you injured/cut/bruised/bleeding; Do you need medical attention; Is your the person who hurt you there right now; when are they coming home; might they come home unexpectedly; did something happen to you against your will; are there weapons in the house; are there children that have witnessed abuse; if we get disconnected, do you want my supervisor to contact law enforcement; are you in danger of additional harm from the perpetrator? |
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Term
| Some Questions to assess a caller who might have taken medications safely |
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Definition
| What did you take? How much? When? With What? How did you obtain the medication- doctor or over-the-counter? What were you supposed to take? What are your usual reactions? Are you experiencing any unusual changes or symptoms right now? For how long? Have you made any changes to your medications? Who told you to make these changes? Have you talked to your doctor about what to do if you took to much or experience unusual reactions? What did they tell you to do? |
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Term
| What is the Marchman Act? |
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Definition
| provides for the involuntary or voluntary assessment and stabilization of a person allegedly abusing substances like drugs or alcohol and provides treatment of substance abuse |
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Term
| (3) Steps to take with an Intoxicated Caller |
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Definition
| Contract the caller not to drink or use while on the phone; assess the caller's safety; contact your off-site supervisor if the call is unproductive |
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Term
| (5) Branches of the Military |
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Definition
| Air Force, Army, Coast Guard, Marine Corps, Navy |
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Term
| Who does the BRAIVE Hotline serve? |
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Definition
| Veterans and service members from operation enduring freedom and operation Iraqi freedom and their family members |
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Term
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Definition
| Operation Enduring Freedom |
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Term
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Definition
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Term
| (2) Most prevailing ailments of OEF/OIF veterans |
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Definition
| Post-Traumatic Stress Disorder (PTSD) and Traumatic Brain Injuries(TBI) |
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Term
| What should you do if a non-OEF/OIF vet calls the BRAIVE hotline? |
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Definition
| Explain our referrals are specifically for OEF/OIF veterans; say:"I might not have the referrals for your situation; let me give you some numbers that would have those resources."; Refer them to their local VA and 2-1-1 |
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Term
| BRAIVE Hotline hours of operation |
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Definition
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Term
| (4) How to handle an angry or irate veteran: |
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Definition
| Be patient and wait their rage and adrenaline out; Reflect their feelings of anger, frustration, numbness, etc.; Listen for why they are calling; Use the same skills as with a Verbally Abusive Caller |
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Term
| What should you do if a veteran has a barrier to accessing a service? |
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Definition
| Offer them advocacy and fill out an Advocacy Request Form on the intranet |
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Term
| What BRAIVE callers are eligible for a follow up call? |
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Definition
| ALL BRAIVE callers are offered a follow up call |
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