Section 1: Introduction A. About this Course B. Learning objectives Section 2: Implementing Chat and Text Services A. Maricela’s Questions: Where Do I Start? B. Relevance of Chat and Text C. Impact of Chat and Text D. What Is Chat? E. What Is Text Messaging? F. How Does the Software Work? G. How Does it Affect my Work Environment? H. What Qualities are Required? I. What Training is Required? J. Exercise K. Section summary Section 3: Adapting “Good Call” Elements to Chat and Text A. Elements of a “Good Call” in a Chat Environment B. Chat Contact/Rapport C. Chat Assessment and Clarification D. Chat Information & Referral Provision E. Chat Closure F. Elements of a Text Interaction G. Elements of a Chat Interaction H. Maricela’s Feedback I. Section Summary Section 4: Handling Crisis Situations on Chat and Text A. Difference and Similarities Compared to Phone Crisis B. Maricela’s First Crisis Chat C. Direct Intervention D. Section Summary Section 5: Conclusion A. Course Summary B. Congratulations
Ms. Wolski provides guidance as a consultant to human service organizations with mobile technology adoption. She also specializes in crisis and suicide risk as a mental health counselor. She was the previous director of United Way 2-1-1 in Albany, NY and a founder of CrisisChat.org. Ms. Wolski has developed curriculum and delivered trainings for call centers on Crisis Chat services and call center software. She has also developed standards and policies to unify networks of services. She most recently served as a member of the AIRS Technology Committee and as an online services consultant for Distress Centres Ontario, and enjoys helping organizations use technology to connect with the people they serve. Disclosure: Jill Wolski, LMSW has declared that no conflict of interest, Relevant Financial Relationship or Relevant Non-Financial Relationship exists.