Section 1: Introduction
About This Course
Section 2: Implementing Chat and Text Services
Maricela’s Questions: Where Do I Start?
Relevance of Chat and Text
Impact of Chat and Text
What Is Chat?
What Is Text?
How Does the Software Work?
What Qualities Are Required?
What Training Is Required?
Section 3: “Good Call” Elements in Chat and Text
Elements of a “Good Call” in a Chat Interaction
Maricela’s First Chat Session
Chat Assessment and Clarification
Information & Referral Provision
Elements of a “Good Call” in a Text Interaction
Differences Between Chat and Text
Another Type of Chat
Adjusting Service Based on the Client
Section 4: Handling Crisis Situations in Chat and Text
Comparisons with Telephone Crisis
Maricela’s First Crisis Chat
Section 5: Conclusion
Staff Writer: Kimberly Cobb, MS
Clive Jones is a former President of InformCanada, and is responsible for I&R training, credentialing, and standards development.Disclosure: Clive Jones, B.A. has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.
Mrs. Cobb is a Lead SME Writer/Trainer at Relias. Her primary writing responsibilities are in the Health and Human Services vertical, in the content areas of public safety and behavioral health. Mrs. Cobb is also the onboarding trainer for new Relias staff joining the Content Department. Mrs. Cobb has a Bachelor of Science Degree in Correctional and Juvenile Justice Studies and a Master of Science Degree in Criminal Justice. She has over 24 years of experience working in criminal and juvenile justice. Her work includes direct service, research, and training and technical assistance. She was the statewide evaluator for the Commonwealth of Kentucky for adult, juvenile, and family drug courts; a Research Associate for the American Probation & Parole Association providing training and technical assistance to Native American Nations/Alaska Native Villages on systemic criminal and juvenile justice initiatives; and a Research Administrator for the University of Kentucky.Disclosure: Kimberly Cobb, MS has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.