Managing Mental Health- Related Calls

Calls involving mental health challenges are rapidly increasing & agencies are adopting a more proactive response. This one-stop class provides the base of knowledge needed to be combined with active exposure to calls. Students will be shown how to define and recognize various mental health illnesses. We will cover suicidal ideation, the four common types of suicidal callers, and suicide by cop. Several calls will give students practice in utilizing the active listening skills wheel, caution phrases, The REACCT model, the behavioral change stairway, and the four triggers of the SAFE model. Class is appropriate for seasoned telecommunicators, the new, as well as those dedicated to mental health-related call-taking. This class is appropriate for both 9-1-1 and 3-1-1 team members. 

Host or Publisher Office of Unified Communications