Evaluation of Crisis Line Specialists

Jan Schoop,

CONTACT USA, PO Box 11078

Trenton, NJ 08620

Phone: (860) 464-2144 Fax: (860) 464-9432

jan-john@sbcglobal.net

Callers have the right to expect help that integrates sound theory into safe practice; this requires Crisis Line Specialists who are well trained, supervised, and evaluated.

The purpose of an evaluation is to help strengthen each Crisis Line Specialist and to increase their effectiveness with a caller. Evaluations may be done formally or informally, but should be done at least annually.

Areas of skills evaluation could be:

• Uses appropriate open communication;

• Communicates empathy, respect, and a genuine intent to listen to the caller;
• Identifies and reflects feelings expressed by caller;
• Follows the caller by using the following skills (door openers, minimal encouragers, open-ended questions and attentive silence);
• Paraphrases caller's feelings and content of the call;
• Discerns when to move forward in the listening process beyond reflective listening toward problem/conflict resolution;

Uses appropriate problem/conflict resolution communication skills process which includes: establishing rapport/involvement, goal setting and summarizing the problem/conflict, examination/evaluation of caller's behavior when dealing with problem/conflict, exploration of alternatives to deal with problem/conflict, establishing a commitment to change/plan alternative behavior to problem/conflict.

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