Course curriculum

  • 1
    Welcome to the Clinical Core Topics Training!
    • Welcome to the Crisis Line Phone Worker Training!
    • Module Instructions
  • 2
    Module 1: Building Resiliency: Helpline Specialist Self-Care
    • Welcome to Building Resilience
    • Definitions
    • Growing & Practicing Resilience
    • Stress, Trauma & Burnout
    • Why does resiliency matter?
    • Self Awareness
    • Lucy Hone - 3 Secrets of Resilient People
    • Components of Resiliency
    • Physical Resilience
    • Mental / Cognitive Resilience
    • Emotional Resilience
    • Additional Reading
    • Wrap Up
    • Helpline Specialist Self-Care: Building Resiliency Session Evaluation
  • 3
    Module 2: Cultural Humility: The Human Experience
    • Welcome to the Cultural Humility: The Human Experience Module
    • Cultural Humility Training Manual
    • Introduction to Cultural Humility: The Human Experience
    • Learning Objectives
    • Perception Activity Part 1
    • Perception Activity Part 2
    • The Danger of a Single Story
    • Psychology of Oppression
    • Definitions
    • Dimensions of Oppression
    • Three Dimensions of Oppression
    • Dots Perception Exercise
    • Pyramid of Power and Control
    • What are the Pros and Cons of Self-Disclosure?
    • Pros and Cons of Self Disclosure
    • Cracking the Codes: Unconscious Bias
    • Call Scenario #1
    • Call Scenario #2: Part 1
    • Call Scenario #2: Part 2
    • Call Scenario #3: Part 1
    • Call Scenario #3: Part 2
    • Additional Readings
    • Wrap Up
    • Cultural Humility: The Human Experience Session Evaluation
  • 4
    Module 3: Grief and Loss
    • Welcome to the Grief and Loss Module
    • Grief and Loss Training Manual
    • Introduction to Grief and Loss
    • What is Grief and Loss?
    • Grief & Loss Personal Narrative
    • Grief Conversations
    • Cultural Differences
    • Cultural Differences
    • Common Responses to Grief
    • Euphemisms for Death
    • The Grieving Process Coping with Death
    • The Dual Process Model of Bereavement
    • Four Tasks of Grief
    • Importance of Self-Care
    • Additional Readings
    • Wrap Up
    • Grief and Loss Session Evaluation
  • 5
    Module 4: Fundamentals of Active Listening, Empathy and Communication Skills
    • Welcome - Building Empathy to be a Better Listener
    • Barriers and Catalysts to Listening
    • Holding Space
    • The Bowl Metaphor
    • "With, not For"
    • Being in the Moment
    • Self-Disclosure
    • Emotional Detective Work
    • 6 Tips for Better Listening
    • Intro to the Active Listening Toolbox
    • Active Listening Toolbox
    • Voice Tone & Using Silence
    • De-escalation
    • Leaning in to Big Emotions
    • The Importance of Naming Your Emotions
    • Using Big Emotions Words
    • Emotions Vocabulary
    • Crying & Yelling
    • Expectations for Helping
    • Letting go of the Outcome
    • Take-Home Practice
    • 5 Ways to Listen Better
    • Discussion of 5 Ways to Listen Better
    • Susan David - The Gift and Power of Emotional Courage
    • Wrap Up
    • Empathy, Active Listening, and Communication Skills Session Evaluation
  • 6
    Module 5: Crisis Intervention
    • Welcome to the Crisis Intervention Module
    • Crisis Intervention Training Manual
    • Introduction to Crisis Intervention
    • What is Crisis?
    • Crisis Exercise
    • Common Feelings of People in Crisis
    • Relativity of Crisis
    • Goals of Crisis Intervention
    • Crisis Intervention vs Counseling
    • What about Diversity?
    • Diversity
    • Brene Brown on Empathy
    • Video Discussion
    • Process of a Call
    • Process of a Call - Contact
    • Process of a Call - Clarification
    • Process of a Call - Coping
    • Process of a Call
    • Communication Strategies for Crisis Intervention
    • Crisis Intervention Traps to Avoid
    • Demo Role Play
    • Additional Reading
    • Wrap Up
    • Crisis Intervention Session Evaluation
  • 7
    Module 6: Suicide Intervention, Awareness, and Safety Planning
    • Welcome to the Suicide Intervention Module
    • Suicide Intervention Training Manual
    • Introduction to Suicide Intervention
    • Crisis Line Hand Raising Protocol
    • Suicide: Attitude Response Exercise
    • Relevant Suicide Facts
    • I Jumped Off the Golden Gate Bridge
    • Video Discussion
    • Suicidality Range
    • Common Traits of Suicidal Persons
    • Safety Challenges
    • Red Flags
    • Ask the Question
    • Risk Assessment Questions
    • Process of a Call - Suicide
    • Second Party Suicide Calls
    • Demo Role Play
    • Additional Readings
    • Wrap Up
    • Suicide Intervention Session Evaluation
  • 8
    Module 7: Interpersonal Violence and Harm to Others
    • Welcome to the Interpersonal Violence Module
    • Interpersonal Violence Training Manual
    • What is abuse?
    • Interpersonal Violence Awareness
    • Perceptions of Abuse
    • Types of Abuse
    • Power and Control
    • Personal Stakes
    • Types of Abuse Calls
    • Populations disproportionately affected by abuse
    • Child Abuse
    • Exercise 1: Child Abuse Red Flags
    • Exercise 1: Child Abuse Responses
    • Abuse of a Vulnerable Adult
    • Exercise 2: Vulnerable Adult Abuse Red Flags
    • Exercise 2: Vulnerable Adult Abuse Responses
    • Intimate Partner Violence
    • Cycle of Violence
    • "Why domestic violence victims don't leave"
    • Supporting survivors
    • Exercise 3: Intimate Partner Abuse Red Flags
    • Exercise 3: Intimate Partner Abuse
    • Bullying
    • Homicidal Ideation
    • Homicidal Ideation Roleplay
    • Sexual Assault
    • Process of a Conversation
    • Helpful Tips: Offer Supportive Words
    • Helpful Tips: Approach, Acknowledge, Ask, and Listen
    • Practice Saying Scary Words
    • Personal Stakes #2
    • Supporting Perpetrators of Abuse
    • Reporting Abuse
    • Some Final Tips
    • Interpersonal Abuse Session Evaluation
    • Wrap Up
  • 9
    Module 8: Mental Health
    • Mental Illness Module Introduction
    • Learning Objectives
    • Anxiety
    • Understanding Anxiety
    • Post Traumatic Stress Disorder
    • What is PTSD
    • Depression
    • The Taboo of Depression | Silja Bjornsdottir
    • Depression Survey
    • Tips for supporting individuals who experience depression
    • Bipolar Disorder
    • Finding Balance in Bipolar | Ellen Forney
    • Bipolar Survey
    • Tips for supporting callers who experience Bipolar Disorder
    • Schizophrenia
    • Context Matters
    • I am not a Monster: Schizophrenia | Cecilia McGough
    • Schizophrenia Survey
    • Tips for Supporting individuals who experience Schizophrenia and Psychosis
    • Mental Illness Check in
    • Familiar Callers
    • Hypothetical Caller
    • Familiar Callers 2
    • Hypothetical Caller Expanded
    • Tips for Supporting Familiar Callers
    • WA State Integration of Physical and Behavioral Health
    • Additional NON REQUIRED education
    • Wrap Up Quiz
    • Wrap Up
  • 10
    Module 9: Addictive Behaviors, Substance Abuse, and Recovery
    • Welcome to the Addictive Behaviors and Substance Abuse Module
    • Introduction to Addictive Behaviors and Substance Abuse
    • Warning Signs of Addiction
    • Addictive Behavior
    • Stages of Addiction
    • SUD Counselors Assessment for Treatment
    • Stages of Change
    • Science of Relapse
    • Process of a Call
    • Dimensions of Recovery
    • Principles of Recovery
    • Walking in Recovery
    • Additional Reading
    • Wrap Up
    • Addictive Behaviors and Substance Abuse Session Evaluation
  • 11
    Module 10: Navigating Challenging Callers & Situations
    • Dealing with Difficult Behaviors - Part 1
    • Dealing with Difficult Behaviors - Part 2
  • 12
    Session 11: Crisis Line Logging Procedures (Nov. 2023)
    • Welcome to the Resources and Logging Module
    • Why do we log calls?
    • 8 Tips for Gathering Information and Logging Calls
    • Tips for Gathering Information
    • Caller Anonymity Policies and Procedures - Updated 2024
    • Purpose, Intervention, and Plan (PIP) Model
    • The Purpose, Intervention, and Plan (PIP) Model
    • Identifying Purpose, Intervention, and Plan in Call Narratives
    • Logging Narratives On Your Own
    • Introduction to Carelogic
    • Logging in to Carelogic
    • Introduction to Carelogic Organizations
    • Intro to Call Center
    • How to Log a Call in Carelogic
    • Logging a Call in Carelogic
    • Practice Logging a Call in Carelogic
    • Condensed Call Logs
    • Carelogic Down for Phone Workers
    • Introduction to Community Resources
    • Locating Community Resources and Logging Shared Resources
    • How to Use 2-1-1 Community Resources
    • Practice Using 2-1-1 Community Resources
    • Carelogic Quiz
    • Wrap Up
    • Resources & Logging Session Evaluation