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.