AIRS: Chat and Text

AIRS: Chat and Text 

The ways in which people access Information & Referral (I&R) and other human services are changing – and changing rapidly. Clients want services that are highly accessible, flexible, and individualized to their preferences. I&R organizations and their staff need to deliver quality service using online chat and mobile texting technologies. This course outlines the knowledge and skills required. This course will help human service providers identify the important considerations for setting up chat or mobile texting at their organization, including the components of chat and text software platforms. It will also assist I&R services providers to understand the basics of professional communication in a text-based environment, including how to apply national Standards for I&R service delivery to chat and texting. Special attention will be given to how to handle crises in a text-based environment. This course assists the learner by combining graphics and narrative, while also using recap exercises, section summaries and text transcripts to maintain engagement and ensure the learning objectives are achieved.


Hours: 2.25


Certificates provided by accrediting body (1 Match)

Alliance of Information and Referral Systems Certificate of Completion

2.25 HOURS

Course Details

Course Code: REL-HHS-AIRS-CT
Hours: 2.25
Type: Online Course
Content Expiration Date: 11/30/2020
Learning Objectives:
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

Instructor: 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 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.
Relias will be transparent in disclosing if any commercial support, sponsorship or co-providership is present prior to the learner completing the course.
Course Delivery Method and Format
Asynchronous/Online Distance Learning; please see certificate details for specifics on delivery format.
Relias has a grievance policy in place to facilitate reports of dissatisfaction. Relias will make every effort to resolve each grievance in a mutually satisfactory manner. In order to report a complaint or grievance please contact Relias.
If you require special accommodations to complete this module, please contact Relias Support by completing the web form ( or by using the chat functionality.
All courses offered by Relias, LLC are developed from a foundation of diversity, inclusiveness, and a multicultural perspective. Knowledge, values and awareness related to cultural competency are infused throughout the course content.
Reference herein to any specific commercial product, process, or service by trade name, trademark, service mark, manufacturer or otherwise does not constitute or imply any endorsement, recommendation, or favoring of, or affiliation with, Relias, LLC.
All characteristics and organizations referenced in the following training are fictional. Any resemblance to any actual organizations or persons living or dead, is purely coincidental.
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.
If you require special accommodations to complete this module, please contact Relias Customer Support here.