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Crisis Call Handling Training

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Crisis Call Handling Training

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About this activity

Guide to crisis calls in mental health

Created by

Viridiana Orea
Viridiana Orea
United States

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Crisis Call Handling Training
 

Crisis Call Handling TrainingOnline version

Guide to crisis calls in mental health

by Viridiana Orea
1

What is the first step when a caller in crisis begins speaking about self-harm?

2

Which statement best demonstrates a non-judgmental, trauma-informed approach?

3

If there is an imminent risk of harm, what should you do?

4

Which technique helps maintain safety while the caller stays on the line?

5

When should you involve a supervisor or higher-level support?

6

Which phrasing is best to slow the conversation and de-escalate?

7

What is a key element of a crisis call script?

8

Which resource should you provide for ongoing support after the call?

9

How should you document a crisis call for quality and safety?

10

What should you avoid saying to a caller in immediate crisis?

Feedback

Active listening validates the caller and reduces escalation before taking action.

Empathy and validation reduce defensiveness and build trust.

Safety planning and contacting responders are essential for imminent risk.

Calm, clear language reduces pressure and improves coherence.

Escalation is appropriate for safety, risk, or policy limits.

Calm, collaborative phrasing reduces trigger points.

A clear safety plan and next steps provide structure.

Offer appropriate, accessible supports beyond the call.

Accurate, concise notes support follow-up and safety.

Blame and minimization increase distress and reduce cooperation.

 
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