25 Communication Skills as Helpie
  • I will answer the crisis call within three minutes of receiving the notification.
  • I actively listen, giving full attention to the caller.
  • I communicate clearly and calmly.
  • I ask open-ended questions to encourage dialogue.
  • I use reflective listening to show understanding.
  • I avoid interrupting and allow the caller to speak freely.
  • I use the caller’s name to create a personal connection.
  • I guide the conversation to keep it focused and productive.
  • I use non-verbal communication effectively.
  • I use accessible language, avoiding jargon or overly complex terms.
  • I express empathy and understanding towards the caller’s situation.
  • I remain non-judgmental and respectful of the caller’s feelings.
  • I provide reassurance and validate the caller’s emotions.
  • I offer emotional validation without amplifying distress.
  • I recognize and respond to different emotions conveyed by the caller.
  • I maintain a compassionate and caring attitude throughout the call.
  • I offer supportive closure at the end of the call.
  • I express gratitude for the caller’s trust and openness.
  • I establish a human connection and build trust.
  • I facilitate the caller’s self-empowerment.
  • I encourage connection with loved ones and support systems.
  • I offer to follow up or connect them with ongoing support.
  • I focus on the caller’s needs and concerns.
  • I encourage small, manageable steps towards well-being.
  • I guide the caller to a positive focus on their life.
25 Ethical and Professional Conduct Skills as Helpie
  • I maintain confidentiality and respect the caller’s privacy.
  • I adhere to ethical guidelines and organizational policies.
  • I establish clear boundaries of what I can and cannot do.
  • I recognize my limitations and seek supervision if needed.
  • I maintain awareness of my own emotional reactions and biases.
  • I avoid therapeutic relationships beyond my helpline role.
  • I engage in regular supervision or peer consultation to enhance my skills.
  • I strive for continuous growth and development in my role as a Helpie Responder.
  • I reflect on each call for learning and growth in my role as a Helpie.
  • I maintain a record of the call on the Helpie Dashboard.
  • I collaborate with my team for continuous improvement and support.
  • I manage stress effectively during and after calls.
  • I avoid making assumptions about the caller’s feelings or situation.
  • I maintain a balance between supporting the caller and maintaining my well-being.
  • I utilize a strengths-based approach to empower the caller.
  • I align my approach with the caller’s readiness and willingness to engage.
  • I will emphasize the helpline’s role for immediate support, not promising personal availability for future assistance.
  • I share personal anecdotes only when appropriate and helpful.
  • I adjust my approach based on the caller’s age, background, and needs.
  • I provide support for various mental health issues with a generalist perspective.
  • I adapt to unexpected changes or challenges during the call.
  • I encourage the caller to maintain connections with their community.
  • I recognize and respond to potential abuse or neglect situations.
  • I offer support and understanding for a wide range of mental health concerns.
  • I promote resilience and positive coping strategies.
25 Crisis Management and Resource Provision Skills as Helpie
  • I recognize and respond to immediate safety concerns.
  • I provide resources and information relevant to the caller’s situation.
  • I will escalate a call to a higher level of care when required.
  • I utilize evidence-based techniques when trained and appropriate.
  • I apply crisis intervention strategies to de-escalate the situation and support the caller in a moment of acute distress.
  • I offer to assist in developing a safety plan if needed.
  • I maintain awareness of local resources and services for referrals.
  • I keep up-to-date with best practices and guidelines in mental health support.
  • I guide the caller towards professional help when needed.
  • I provide other relevant crisis line information if needed. E.g., Sexual Health Concerns.
  • I recognize and respond to signs of suicidal thoughts.
  • I use mindfulness techniques to encourage calm.
  • I guide the caller through grounding techniques to help them feel present if they are feeling overwhelmed or disoriented.
  • I facilitate family support when applicable.
  • I encourage healthy physical habits, such as eating and sleep.
  • I utilize prepared scripts or guidelines if provided.
  • I assist with planning next steps if the caller is willing.
  • I practice self-care and recognize when I need support.
  • I use technology proficiently to manage the call.
  • I understand and respond to different cultural norms and practices.
  • I support the caller in identifying their own solutions.
  • I encourage the caller to seek ongoing professional mental health care.
  • I educate about mental health when appropriate.
  • I offer community connections and local support.
  • I use visualization or relaxation exercises if suitable.
25 Emotional Self-Management Skills as Helpie
  • I maintain a calm and stable demeanor.
  • I practice patience, allowing the caller to speak at their pace.
  • I encourage self-care and healthy coping strategies.
  • I maintain awareness of my own emotional reactions and biases.
  • I avoid personal opinions and stick to facts.
  • I acknowledge the caller’s pain without minimizing it.
  • I resist the urge to solve all the caller’s problems.
  • I avoid triggering language and controversial topics.
  • I incorporate brief silences for reflection or calming.
  • I suggest creative outlets like journaling or art if fitting.
  • I understand the broader mental health landscape and its impact on individuals.
  • I speak with cultural sensitivity and awareness.
  • I provide hope and encouragement for the future.
  • I use positive affirmations and encouraging language.
  • I avoid making promises I cannot keep.
  • I assess the caller’s support systems and encourage their use.
  • I provide a warm handoff if transferring the call.
  • I avoid sensationalizing the situation.
  • I facilitate family support when applicable.
  • I provide emotional validation without amplifying distress.
  • I encourage healthy physical habits, such as eating and sleep.
  • I utilize prepared scripts or guidelines if provided.
  • I assist with planning next steps if the caller is willing.
  • I maintain a balance between empathy and professionalism.
  • I practice self-care and recognize when I need support.

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