THANKS FOR JOINING US!

Welcome!

Jennifer Blunt Jeri Cain Instructor Producer

Why this training?

OBJECTIVES:

1.What’s a crisis?2.How to be prepared3.Our obligations

Maryland AskUsNow! Crisis Training

Activity

Activity from Participant’s Guide:What comes to your mind when I say “crisis”?

Type a few words into the chat box!

Definitions of a crisis

The word “crisis” indicates a ______________ _____________,

for better or worse.

Now………or later?

Is the health, life and well-being of the customer or someone else at stake?

Is the customer or person the customer is referring to suicidal or homicidal?

Is the customer or person the customer is referring to hurting or threatening to hurt someone else (including child or elderly maltreatment)?

Is there a crime or violent act in progress?

Urgent! These situations need to be referred immediately!

There’s a kid with a knife in my school.

A registered sex offender moved into my neighborhood. What can I do to

protect my kids?

I just want to end it all.

Any questions?

Are there any crisis situations that you’ve encountered on the job that you’d like to

discuss with the group?

Activity

Why might customers choose to confide in an online reference chat service to discuss their personal situations?

Activity

How might you react when you realize you have a crisis call? Think about the first time you monitored AskUsNow. How did you feel

when you got your first question?

Some Examples:

Upset you got the callAngry someone else didn’t pick it upFeel sorry for the customerCustomer should be able to handle their own

problemsRecall a similar situation you were in, and all

of those memoriesI think I can help this person.

Quick and Easy

A Tip:Identify what messages are being played in

your head. Are you saying “I can’t handle this?” or are you saying “I’m so glad I’ll be able to lend a sympathetic ear and help?”

The scripts you play in your head will help to control your emotional reaction. This will also help you control your physiological reaction.

Physiological Reaction

Sweaty palmsDry mouth

NauseaRacing heart

Flush skinTightening musclesShallow breathing

Some Do’s:

Have the Crisis Call Guidelines handySit within reach of a phoneHave Julie & Cathay’s contact informationBe aware of your emotions at all timesBe aware of your mental models & biasesSelf disclosure is OK if you’re comfortableStay empathetic & supportiveMake a happy face

…and a few Don’t’s:

Don’t be alone—know where your colleagues are

Don’t panic– take some deep breaths Don’t slouch—sit up straight w. feet on the

floorDon’t rush—take your time!Don’t look for a magical solutionDon’t conceal information—if you’re calling

the police, say so

What do you say?

I am going to kill myself.My boyfriend punches me.There is a bomb in a locker.My father was touching me.

Some examples…

I might have resources to help you.It makes me sad to hear that.

I want to help you.Let’s work together to figure something out.

I’ll do my best to get the information you need.That must be so hard. How can I help?I’m glad you connected with me today.

Legal Obligations

Not required to call authoritiesKnow your library’s practices“Better safe than sorry”

Ethical Implications

ALA Code of EthicsI. We provide the highest level of service to all library

users through appropriate and usefully organized resources; equitable service policies; equitable access; and accurate, unbiased, and courteous responses to all requests.

VII. We distinguish between our personal convictions and professional duties and do not allow our personal beliefs to interfere with fair representation of the aims of our institutions or the provision of access to their information resources.

Resources

Go to www.askusnow.info/staff. Click on For Providers, then AskUsNow Service Guidelines. Crisis Call Guidelines is at the bottom.

Tips and Hotline numbersPhone numbers to all State Police barracks

Bibliography

http://www.merriam-webster.com/dictionary/crisishttp://www.helpguide.org/mental/stress_signs.htmhttp://www.workforcediversitynetwork.com/docs/

inthenews_DailyRecord_CulturalIgnorance1004.pdfhttp://www.ala.org/ala/aboutala/offices/oif/statementspols/

codeofethics/codeethics.cfmhttp://www.crisiscounseling.comCrisis Counseling with Children and Adolescents by William Van

Ornum and John B. MordockTechniques and Guidelines for Social Work Practice, 3rd edition by

Bradford W. Sheafor, Charles R. Horejsi and Gloria A. Horejsi.

Thanks for your attention!

Questions? jblunt@carolib.org