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Scott Smith and Gordon Vance
National Runaway Switchboard
3080 N. Lincoln, Chicago, IL
The National Runaway Switchboard (NRS) has been the federally designated national communications system
under the Department of Health and Human Services' Runaway and Homeless Youth Act since 1974. For the past
30 years, NRS has addressed the needs of youth and families in crisis, including, but not limited to, issues of
runaway and homeless youth. For our purposes, a youth is any young person 21 and under. Our callers may be a
youth in crisis or a guardian, friend, relative, or social service worker who is concerned about a youth. Though NRS
is based in Chicago, we serve the entire United States and its territories through a database of over 17,000 resources.
In 2003, NRS handled approximately 122,000 calls.
The National Runaway Switchboard has developed a five point solution-focused crisis intervention model
administered by over 130 trained, volunteer, crisis "liners" and a paid Call Center Supervisor staff. This model is
guided by a philosophy that requires liners to be non-judgmental, non-directive, non-sectarian, honest, and
confidential. In addition, NRS seeks to empower youth to create a plan of action that can be facilitated through the
variety of services we provide. Our emphasis is on solution-focused interactions as our services meet the short-term
crisis of the caller. In addition to the services we provide for the varied needs of runaway youth, our liners are
trained to discuss other adolescent issues within this model.
The model we have developed involves five steps: establishing rapport, exploring facts and feelings, focusing on the
main issues, exploring options, and creating a plan of action with closure. Volunteer trainees are introduced to this
model during our 36.5 hour training program that combines classroom lecture on a variety of youth issues, role
plays, and supervised phone calls. The model is reinforced by Call Center Supervisor staff who assist volunteers as
well as through optional, ongoing, training opportunities.
The uniqueness of our model rests in establishing rapport and creating a plan of action. Our non-directive and
non-judgmental philosophy is crucial to our liners' ability to build strong rapport within a short time period. In
creating a plan of action, the caller decides not only what he or she will do after hanging up the phone but also how
he or she will prevent the problem from developing into a crisis situation later. After walking through the plan with
the liner, a caller establishes whether the plan is within his or her means and abilities. Because this plan is
youth-initiated, he or she takes ownership of it and is more likely to see the plan through to resolution.
Our model has several advantages. First, it does not require a background in social sciences. A liner need only to
remain non-judgmental and follow the crisis intervention model to ensure its success. This allows us to have a
diverse volunteer base and not limit our recruitment opportunities. In addition, the steps of the model are few and
easy to remember and can be applied to a variety of adolescent and family issues. This allows liners to discuss
concerns that are not expressly addressed in training. Also, the model encourages community agency collaboration
by providing us with the opportunity to give referrals to different services that can assist the youth in their plan.
Moreover, the model can be replicated in other settings for interaction with clients in crisis situations.
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