Course Code: REL-HHS-AIRS-CT
Type: Online Course
Content Expiration Date: 11/30/2020
Identify why chat and text services are essential in I&R service delivery and how to implement these services within an I&R service, including the components of a technology platform and the essentials for staff training and awareness.
Outline the effective communication skills required to move smoothly between a phone-based I&R environment and a text-based one.
Describe the skills needed to provide crisis service on chat and text including how to initiate rescue in cases of endangerment.
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
Jill Wolski, LMSW
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.
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Course Delivery Method and Format
Asynchronous/Online Distance Learning; please see certificate details for specifics on delivery format.
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To earn continuing education credit for this course you must achieve a passing score of 80% on the post-test and complete the course evaluation.
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