Course curriculum

  • 1

    Crisis Intervention Model

    • Introduction and Overview

    • Video Assignment - Listening vs. Problem Solving

    • Rapport

    • Handout - Limits to Confidentiality

    • Current Safety

    • Identifying Major Problems

    • 20 Questions Assignment

    • Dealing with Feelings and Emotions

    • Handout - Feeling Vocabulary

    • Handout - Categories of Feelings

    • Awareness Exercise

    • Resources

    • Providing Referrals

    • Distress Line Common Referrals List

    • Hope Building

    • Hope Building Handout - Solution Focused Techniques

    • Action Planning

    • Handout - Action Planning

    • Resources and Action Planning Role Plays

    • Call Ending and Offering Follow Up

    • Supportive Listening Role Play
  • 2

    Documentation

    • Documentation
  • 3

    Inclusive Practice

    • Introduction

    • Privilege Checklist Assignment

    • Racism

    • Micro Aggressions Video

    • Pasikôw: The Papaschase Cree and the Story of Edmonton

    • Indigenous Awareness

    • Heteronormativity

    • Handout - Gender Unicorn

    • Ageism

    • Ableism

    • Video Assignment - Intersectionality

    • Handout - Intersectionality
  • 4

    Grief and Loss

    • Grief and Loss

    • Grief Education
  • 5

    Call Management

    • Assertiveness

    • The Basic Tenets of an Assertive Philosophy

    • Special Callers

    • Handout - Bogus Sex Callers

    • RUDE Handout

    • Ending Unproductive Calls
  • 6

    Responding to Suicide

    • 4 Components of the 5 P's

    • 5 P Suicide Safety Assessment

    • 5 P Suicide Safety Assessment

    • Working with Uncertainty

    • Suicide Safety Plan

    • Suicide Safety Plan

    • Suicide Role Play Sample
  • 7

    Responding to Violence

    • Risk Factors

    • Impact of Violence on Children and Youth

    • Violence Level of Risk

    • Handout - Level of Risk

    • Cycle of Abuse

    • Handout - Safety Planning

    • Safety Planning

    • 1st Party Domestic Violence Risk Assessment

    • 1st Party Seniors Abuse Risk Assessment

    • 1st Party Child/Youth At Risk Assessment

    • Offender Risk Assessment

    • Video - Sexual Assault Centre of Edmonton: 5 Points of Consent

    • Sexual Assault

    • Assault Risk Assessment
  • 8

    Risk Management

    • Similarities between 9-8-8 and Local CMHA Distress Line

    • Introduction & Leadership and In Progress Calls

    • Rescue Protocols

    • Handout - Suicide In Progress Rescue Protocols

    • Handout - Domestic Violence In Progress Rescue Protocols

    • Quiz - Rescue Protocols

    • Third Party Calls

    • Handout - Third Party Calls

    • Handout - Third Party Tips Sheet

    • Third Party Suicide Role Play

    • Assignment - Third Party Call Review

    • Managing Multiple Risks

    • Quiz - Managing Multiple Risks
  • 9

    Telephone Follow Up

    • Introduction to TFU

    • Structure of a TFU Call

    • Assignment - TFU Call Review

    • Introducing Exercises

    • Handout - Self Awareness Wheel

    • Handout - Boundaries Exercise

    • Resource Wheel

    • Seniors Abuse Follow Up Resource Wheel

    • Policies and Procedures for TFU

    • Using i-Carol for TFU

    • 1st Party Follow Up - Caller Doing Better

    • 1st Party Follow Up - Caller Doing Worse

    • 5th Follow Up Attempt, Closing File

    • 3rd Party Follow Up - Suicide Bereavement