The volunteer screening and application process serves a dual purpose. It gives the helpline manager the opportunity to meet the volunteer and evaluate their ability to work on the helpline. For the volunteer it can be a discovery meeting where they learn more about the realities of helpline volunteerism. For both parties it’s a major step in deciding if the volunteer will move to the next stage.
Most helplines have a well-established list of questions to ask, but we’d like to offer these for your consideration…
1. Why do you think you’d be a good fit for our helpline? – The responses to this question let your volunteer share their qualities, but they’ll also reveal their preconceptions about what it’s like to work on a helpline. Portrayals in movies, television, or commonly held beliefs about crisis work tend to permeate volunteer expectations. Someone might answer, “I think I could give great advice.” This may open the door for you to talk about the reality of the work you do at the helpline. Perhaps you don’t give advice but rather listen to the caller, talk through their options, and let the caller ultimately decide what they’ll do. The volunteer will appreciate the chance to learn about what they can really expect when working on the helpline as opposed to what they’ve been imagining it’d be like.
2. Are you comfortable being observed and receiving feedback? – There’s a good chance your call center is a place where several people are working together at once, often times in close quarters. Your workers may routinely be right there observing their partner’s calls and giving peer feedback afterward. They can also expect to receive feedback from supervisors. New volunteers should be prepared for the work environment and know that feedback isn’t about someone else being critical of their work, but rather it’s intended to help them be successful and better serve the callers. For some, the prospect of regular observation and evaluation may be more than they were expecting.
3. Can you think on your feet? – Quick thinking is an essential quality for any helpline volunteer. The tone of a call can change in an instant and a skilled volunteer will pick up on hints at suicide and know how to proceed. You never know when a caller might say or ask something that takes you by surprise, and the ability to come back with a quick response will ensure the volunteer is always ready and in control of the situation. Not all volunteers will know how to hit the curveballs.
4. Are you a good detective? – You might not immediately think of investigative skills as being important to helpline work, but they’ll come in handy. You can’t just hear, you have to listen, and sometimes that means discovering more than what’s being revealed on the surface. In talking with a caller, sometimes it takes the right methods of reflection and questioning to get to the core of what’s going on for the caller and how the volunteer can help. Searching for the right referrals for a caller can also take some sleuthing and creativity especially when resources are limited or the caller isn’t eligible for services. Thinking outside the box and coming up with ideas and alternatives is a useful skill to have.
5. Do you need to see results to feel like you accomplished something? – New volunteers may be disappointed to find that after spending an hour talking a caller through a problem, that same person may call back in a month, still experiencing the same issue. And for callers who live with chronic and persistent mental illness, each day may come with a similar set of challenges, routines, and coping skills. Helpline workers aren’t always going to see huge changes and immediate positive turnarounds. In many cases, you never even know how it all turned out. The miracle success stories may be few and far between. This doesn’t mean, however, that the work you do isn’t helpful. Often in the helpline world, we need to re-frame our expectations and what we see as “success.” For some callers, just making it through the hour is successful. That hour spent on the line was an hour they didn’t feel as lonely, and it provided them with the boost they needed to get through the evening. If a volunteer needs to see more apparent success in order for them to feel like they had an impact, helpline work may leave them feeling burnt out and disappointed.
There’s a lot to consider when vetting a prospective volunteer. These questions may help both you and the volunteer further evaluate their desire, readiness, and natural abilities to determine whether they’ll end up joining your organization.
We’re gearing up for the American Association of Suicidology’s 47th Annual Conference in Los Angeles! We’re looking forward to seeing so many of our friends and colleagues there; it’s always a great chance to catch up with everyone in the helpline and suicide prevention industry.
This year iCarol is particularly excited to present a special lunch session on Friday April 11th. Our workshop is
With every passing year, the use of new channels to seek help continues to expand. Join this session to help your crisis center evaluate these channels, determine your next steps and plan your technology choices to adapt to the evolving Online Emotional Support (OES) landscape. You’ll hear from your peers and technology experts about the best way to get started serving people interactively using the electronically written, rather than the spoken word.
Chat, Texting, Mobile and Social: A look at today and the future of online emotional support with iCarol.
Adding new channels by which your clients can reach you can be intimidating and may leave you with a lot of questions. We hope to answer the questions you may have about these new technologies and give you confidence to embark on this new and exciting path with the tools iCarol has developed. We hope you’ll join us for this session at AAS! Not attending the conference but still want to learn more about our Online Emotional Support capabilities? Sign up for a webinar!
Americans have less than a month left until the April 15th deadline by which they must file their federal and state tax returns. This can be a stressful and costly event for American families. Some choose to brave the mountains of forms and instructional packets on their own. Others use DIY software to guide them, while many pay a professional to make the calculations and filings on their behalf. Committed to improving financial stability, the United Way in partnership with 211 call centers all across the country are trying to alert eligible citizens of another option.
Depending mostly upon income and the types of forms to be filed, many may qualify for free tax preparation services. By dialing 2-1-1 they can learn more about their eligibility or participating tax preparation sites in their area. These tax preparation sites use volunteers who have gone through extensive training to be volunteer tax preparers. People can also visit MyFreeTaxes.com to go through the filing process online.
It’s also important that eligible families take advantage of the Earned Income Tax Credit (EITC), a credit which helps low-wage families and can assist in lifting families out of poverty. Unfortunately an estimated 20% of eligible Americans don’t claim this credit, but the United Way is looking to change that through their awareness programs.
Going a step further, the United Way and the MyFreeTaxes.com site educate Americans on ways they can maximize their refund by purchasing savings bonds, opening a savings account, paying overdue bills, paying down debt, or contributing to their household emergency savings fund. All of these wise uses of tax refunds contribute to the goal of financial stability in communities across the US.
If you use iCarol’s Public Resource Directory feature to let visitors search for resources on your website, you can also offer the ability for visitors to create a pdf of their search results that they could print out or save. There’s no extra charge for this if you subscribe to the Public Resource Directory feature.
If you’d like to customize that pdf, we can do that for you. You could have a custom cover page and/or a custom page header. Maybe you’d like to include your logo, a mission statement, and/or funder information? There is an extra setup charge for this customization. Please contact your iCarol rep or .
The National Association of Crisis Center Directors (NASCOD) recently announced an exciting collaboration with the National Suicide Prevention Lifeline. These two leading authorities in the helpline industry will collaborate on the delivery of monthly Webinars and Peer Support calls. The collaboration allows both agencies to highlight their strengths, share vital information across a larger network of crisis agencies and maximize training opportunities with ease and convenience for the busy helpline and suicide prevention professional.
This collaboration presents two major benefits to participants:
NASCOD Members will be invited to the Lifeline Evaluation Webinar Series which will focus on research supporting crisis and suicide intervention best practices
NASCOD will coordinate and present a series of peer support calls that will be shared with the Suicide Lifeline Network
If you’re not yet a member of NASCOD we highly recommend you consider becoming a member. NASCOD provides great resources to professionals at crisis lines, helplines, and suicide prevention lines. Regularly held Peer Support Calls allow crisis center directors to engage with one another and benefit from the experience of other directors on a number of pertinent topics. NASCOD also holds an annual conference that helps directors hone in on management and leadership skills, network with other helpline professionals, and learn more about specific topics, issues, and challenges in the helpline industry. Many NASCOD members use iCarol helpline management software and so this is one more area in which members can share knowledge and information with one another, for example how they are using iCarol features such as texting/SMS, chat, statistics, and resources to their advantage.
With the announcement of this partnership with the National Suicide Prevention Lifeline it’s an excellent time to become a NASCOD member and take advantage of this opportunity to participate in the exchange of ideas and experiences between these two important leaders in the crisis helpline industry.
Recently we announced the availability of several exciting new capabilities related to Texting/SMS in your iCarol system:
- Send a text message (SMS) to your callers from a follow-up task attached to a call report. Best practices from suicide prevention professionals show that proactive follow-ups can reduce risks to suicidal callers.
- Send ad hoc text messages to your staff and volunteers, and allow them to receive automated iCarol notifications like shift reminders by text message. As many people now check email less frequently, this is an important new channel for them to use.
- See the total text message usage for your iCarol system. If you have any feature enabled that can generate Text/ SMS messages, you can now go to the Statistics -> Messaging page to see how many are being sent and received.
- If you also have iCarol Messaging (SMS), then when people respond to these outbound text messages, their responses will come into your Messaging queue. If not, they will receive an auto-responder indicating responses are not monitored.
To turn on these features and learn more about using Text Messaging/SMS at your helpline, go to the Admin Tools page and click on the new Messaging tab. Please note that Text Messaging / SMS traffic can result in additional charges from iCarol as well as for the recipient from their mobile phone service provider. If you have any questions, feel free to contact the iCarol Support Team by logging a case.
It’s February 11th and today we celebrate 211 Day. 211 is an easy to remember three digit number, but unlike 411 or 911, the focus of 211 is to provide callers with information and referral to health and human services in their communities. Best of all it’s free* and confidential. Boasting an impressive reach, 211 is available to nearly 91% of Americans and 56% of Canadians. In the US 211 has a presence in all 50 states, the District of Columbia, and Puerto Rico.
211 is the number to dial when you need to know what local service might help you prevent an eviction, apply for food stamps, seek treatment for mental illness or addictions, or avoid a utility shut off due to an unpaid bill. Rather than spend hours of frustration calling around to various agencies, callers can make 211 their first call for assistance and speak to a trained Information and Referral Specialist that can spend time evaluating their needs, educating them about resources, and then connect them with the appropriate services.
211 is also an essential service in times of disaster. In recent years during hurricanes, blizzards, flooding, earthquakes, and other natural disasters, 211 is widely known as a number to call for information and referral. Even in the more routine, yet still disruptive, events such as extreme cold or heat, 211 is available to refer callers to heating or cooling centers. Winter can be especially hard for people with financial hardships as utility cut offs can pose a real danger. In times like these 211 helps direct callers to local services that assist with utility bills, sign up for energy assistance, or prevent a shut off.
iCarol is delighted and honored to work with so many 211 providers across the US and Canada. These organizations provide a vital service to their communities and connect millions of people to essential services each year.
There are a lot of conversations that parents dread having with their kids, but conversations about sex are notoriously difficult. And while conversations about healthy relationships should go hand in hand with “the talk,” that’s a step that many parents miss. In fact, three out of four parents haven’t talked to their kids about domestic violence, and 81% of parents believe that teen dating violence isn’t an issue, or they admit they don’t know if it’s an issue.
But it is a very important issue. One in three teens will experience some form of abuse from someone they date, including physical, sexual or verbal abuse. About one in five women and almost one in seven men who experience rape, physical violence, and/or stalking by an intimate partner first experience some sort of partner violence as a teen or adolescent. As future generations grow up and start dating, it’s important that they have the proper education and understanding as they enter into relationships – and know how to identify and avoid ones that are unhealthy or dangerous.
February is Teen Dating Violence month, and February 4th is ‘It’s Time to Talk’ Day, a day when we encourage parents, advocates, mentors, and other adults to talk to their teens about dating violence. Helplines are trusted sources of information for kids and teens, and so we encourage you to check out these resources and share them as needed.
It’s Time to Talk Day Conversation Guide and Talk-a-thon Guide
Dating Violence Warning Signs
Dating Violence 101
Do you have more resources to add? Share them with everyone by leaving a comment below!
Kids Help Phone has a 25 year legacy of providing phone and online emotional support for Canadian children and teens. An authority on a variety of topics, their professional helpline counsellors are available 24/7/365 to talk to kids about any issue. They are a nonjudgmental source of trustworthy information on mental health, bullying, sexual health, peer and family issues, addictions, and more. Tens of thousands of kids reach out to their services each week via phone, online chat, and written correspondence on the Kids Help Phone website. They play a large role in the continuum of mental health care for Canadian youth.
Kids Help Phone recently launched the “Always There” app and “Resources Around Me” public database. “Always There” was developed with the help of kids submitting their input and voting on features. It allows kids to keep a private log of their feelings and experiences. App users can contribute to stress buster activities that offer helpful tips, inspirational quotes, and jokes.
“Resources Around Me” provides Canadian youth with greater access than ever to the resources available in their communities. By simply starting with their location and then the types of resources needed, teens can easily find what they’re looking for and then connect directly with those resources.
The iCarol team is proud to have been a part of this project through our support of the resource database and the API. How can your organization make use of these same tools? How about adding on the Public Resource Directory to your iCarol system so you can share resources with the public via a resource search on your own website? iCarol’s Resource API gives your software developers the data they need to work on a variety of new and exciting projects. If you’re interested in pursuing a project like this, send an email to
Snowy and icy conditions can spell trouble for seamless shift coverage. How do you keep your hotline operating in spite of dangerous travel conditions for your volunteers and staff?
Depending on the severity of the storm, you may have no special plan at all except to tell workers they are expected to be there for their shift or find a substitute to cover for them. In many snow storms, travel is possible so long as precautions are taken, such as driving at slower speeds and being extra vigilant. Call centers in urban settings may also benefit from having volunteers living within walking distance or taking public transportation.
But sometimes travel conditions can become extremely hazardous or even impossible. What then? Here are some methods we’ve commonly seen:
- The show must go on – Shifts go on as scheduled no matter what. Workers who realize they can’t make it in must give ample notice and find substitutes who are able to travel. If all else fails, the task falls to an essential staff of supervisors or managers to keep things running.
- Transfer your calls – In some instances there may be a partner agency, satellite office of your program, or a back-up center in an area unaffected or less affected by the weather, and they can take the calls for a period of time.
- Work from home – Technology has made it easier than ever to turn any setting into a call center, even your worker’s home. Calls could get forwarded to that worker’s personal phone or a phone loaned to them from the office. Using iCarol, chats or texts can be taken from virtually anywhere as well. Special tip for iCarol users who might employ this method: You must either turn off ‘Restriction’ (the feature that makes it so your workers can’t see call reports from a personal computer outside the office) or give your worker permissions to install the iCarol Certification Tool on their computer.
- Camping out – Marshmallows optional. When the forecast calls for dangerous weather and snow accumulations that might make travel impossible, make a decision ahead of time to suspend the usual schedule, and instead have a crew arrive prior to hazardous road conditions developing. This crew will stay for a period of time until travel is safe again and shifts can resume. You’ll need sufficient kitchen and bathroom facilities, and workers should bring food. If this goes on for longer than the typical shift length, your crew can set up their own internal shifts of who works and who gets a break. By following the weather and traffic reports, the Director can decide when it’s time for normal shifts to resume.
Do you handle scheduling in wintry weather some other way? We’d love to hear about it! Leave us a comment!