Peeling the Onion: How to Assess for Needs
This training is designed to elevate the assessment skills of 211 counselors, enabling them to uncover and address the core needs of their clients. Participants will learn advanced techniques for active listening, empathy-driven questioning, and guided discovery to peel back layers of information effectively. Through high-quality demonstrations and real-world examples, counselors will gain the confidence and tools to provide comprehensive support that aligns with each client’s unique circumstances.
"I Can't Be Empathetic to That": Addressing Challenging Calls with Compassion
This session explores strategies for maintaining empathy and professionalism during difficult or triggering calls. Counselors will learn techniques to manage their own emotional responses, set healthy boundaries, and provide support even when the situation challenges their personal values or experiences. Through role-playing and case studies, participants will leave with actionable tools to navigate these situations with compassion and care.
Active Listening: A Way of Life
This training delves into the art of active listening, not just as a skill for 211 counselors but as a transformative approach to communication in everyday life. Participants will discover how to build trust, validate emotions, and create meaningful connections with clients by truly hearing and understanding their concerns. With practical exercises and real-world scenarios, this session empowers counselors to make active listening a cornerstone of their professional and personal interactions.
Suicide Assessment for Non-Blended Centers
Tailored for non-blended 211 centers, this training focuses on the specialized skills needed to conduct thorough suicide risk assessments. Participants will learn how to identify warning signs, ask critical questions with sensitivity, and connect callers to the appropriate resources. The session emphasizes practical tools and strategies to enhance confidence and effectiveness in handling these high-stakes situations while maintaining professional boundaries.
We Don’t Help with That: Creating Clear and Compassionate Communication
This training addresses the challenge of responding to requests outside the scope of 211 services. Counselors will learn how to say “no” with empathy, guide clients toward alternative resources, and maintain trust even when unable to provide direct assistance. Using real-world examples, this session equips participants with strategies to handle these interactions with clarity, compassion, and professionalism.
Is That a Prank Caller? Spotting and Handling Misuse of Services
This training helps 211 counselors differentiate between genuine calls and potential pranks while maintaining professionalism and respect. Participants will learn how to identify red flags, set boundaries, and handle misuse of services without compromising their own emotional well-being or the integrity of their support. Case studies and actionable techniques will be shared to ensure counselors feel equipped to navigate these situations effectively.
Navigating Active/Frequent Callers: Balancing Support and Boundaries
This session focuses on managing relationships with active or frequent callers while maintaining boundaries and ensuring equitable service to all clients. Counselors will learn how to recognize patterns of dependency, set clear expectations, and redirect conversations constructively. The training provides practical tools for balancing empathy with accountability, ensuring that both the caller’s needs and the organization’s capacity are respected.
Something Else? Reach out to us and we can create custom trainings to meet the needs of your team.