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Training Overview
Because our volunteers serve such a crucial, life-saving role in our communities, we emphasize the serious nature of the commitment and the significance of the training.
Hotline volunteer training consists of 50+ hours divided into 8 sessions ranging from 2 to 6 hours each spread over about 5 weeks. These sessions are followed by shifts on the hotline, accompanied by an experienced shift partner, and two apprentice meetings that occur about one and two months after you begin your hotline shifts.
Training sessions are arranged in a logical progression and all training sessions are mandatory. Attendance and punctuality are crucial during training and serve as indicators of the dependability of each individual when covering assigned hotline shifts. We ask that you review the training schedule and carefully consider your time and ability to commit to this volunteer position.
Training is a time to determine if an applicant’s needs and skills are compatible with CrisisLink’s needs and skill requirements. Our training program is designed to provide each individual with the necessary skills to answer any type of call. The skills and procedures to handle hotline calls are taught through methods designed to meet the needs of the adult learner:
- Reading Assignments
- Lectures
- Demonstrations
- Role-plays
- Interactive exercis
- Hands-on practice while working one-on-one with a trainer
Many topics are covered during training:
- Introduction to CrisisLink
- Carl Roger's Theory of Active Listening
- Values Clarification
- Understanding Emotions
- The Process of a Call
- Helping Relationships
- Difficult Calls
- Understanding Crisis
- Contemplated Suicide
- Suicide in Progress
- Harm to Others
- Call Management
- Personal Style
- Avoiding Burnout
Trainees have many opportunities to practice the skills in large group, small group, and one-on-one settings. Feedback is given and solicited throughout the training process.
Once the initial training is complete, volunteers begin working regular hotline shifts in a two- to three-month long apprentice period, culminating in a final on-the-job training. At this point, the initial hotline training is complete.
But, training at CrisisLink never ends. Continuous feedback, clinical consultations, in-services, and regular refresher training keep all volunteers and staff functioning at the highest possible skill level.
Comments from volunteers after training:
"Thank you so much for the experience! I’ve learned so much!"
"Thank you for your time, advice, and instruction. You really helped prepare me for the hotlines. You’ve taught me a lot and made it fun."
"I feel more knowledgeable and prepared to help others because of information, advice, and encouragement that I have received from each of you. Thank you!"
"Thanks for making training such fun."