*set the tone*

Most perceived crisis calls are pranks.  But just in case………this is what we need to do.  We are not counselors no or are we going to be rude.

Do not hang up on them

Many of these tips can be applied to question on controversial or “tough” topics

1.  What is a crisis call?

    --Definition of a crisis

Definitions of “crisis” emphasizes that a crisis creates a turning point, for better or for worse.  It can be:

an emotionally significant event or radical change of status in a person's life

an unstable or crucial time or state of affairs in which a decisive change is impending

a situation that has reached a critical phase

Activity:  think about a recent crisis or turning point in your own life.  Write down who assisted you or provided you feedback and advice.  Think about how their attitude shaped the outcome of the crisis and your feelings as your recall that event.  Would anyone like to share?

Mediators in a crisis situation can assist in turning the crisis in a positive direction.  You can help individuals deal with the crisis by offering assistance and support.  Regardless of type of crisis, most people affected are looking for understandable and helpful information from those in charge.

  

 --What issues need to be addressed right away and what can wait?

Questions to ask yourself:  Is the health, life and well-being of the customer or someone else at stake?  Is the customer or person they are referring to suicidal or homicidal?  Is the customer or person they’re referring to hurting or threatening to hurt someone else (including child or elderly maltreatment)?  Is there a crime or violent act in progress?  If the answer to these questions is yes, you should make a referral as soon as possible and the incident needs to be reported.

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

I just want to end it all.

I think someone’s breaking into my neighbor’s house.

I want to run away and need somewhere to go.

My stepfather molests me and I want to find help.

Some man just exposed himself to me here in the library.

Some examples of incidents where no one is in danger, but the customer definitely needs follow-up and a well-placed referral is in order.  There are usually about sensitive, possibly taboo topics.

My parents are getting a divorce and I’m really upset.

My boyfriend is pressuring me to have sex.

I think I might be pregnant.

My friend/child/loved one is on drugs and I want to help because I’m afraid he/she will die from it.

I think I might be gay.  Who can I talk to about that?

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

--Why us?

What are some of the reasons why a customer might log into AskUsNow to seek assistance instead going through more traditional help channels?

-the customer is anonymous

-good experiences in libraries

-trusting relationship w. librarians

-want information and not help

-librarians are seen as neutral

2.  Our reaction

    --How do we react emotionally?

Activity:  How might you react when you realize you have a crisis call?  Write down some of your emotions. 

Some examples:

Upset you got the call 

Angry someone else didn’t pick it up 

Feel sorry for customer

Customer should be able to handle their own problems

Recall a similar situation we were in, and all of those memories

Here’s how to manage your emotions:

Identify what messages are being played.  Are you saying to yourself “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.  Also, it will help to control your physiological reaction.

--How to we react physiologically?

Have you ever experienced any of the following: sweaty palms, dry mouth, nausea, racing heart, flush skin, tightening muscles, shallow breathing?

Sounds like the side effects of some kind of medication, doesn’t it?  Well, you probably recognize these as the classic signs of stress.  When the body perceives a threat, your nervous system responds by releasing a flood of stress hormones, including adrenaline and cortisol. These hormones rouse the body for emergency action.  These physical changes increase your strength and stamina, speed your reaction time, and enhance your focus – preparing you to either fight or flee from the danger at hand.

    --How can we remain calm and relaxed?

Make sure your resources are in place BEFORE logging in, and your desk is tidy so you can find what you need at your fingertips.  When a challenging call comes in:

Take several deep, slow breaths, through your nose. 

Close your eyes for a second and reassure yourself  “I can do this.”

Readjust your position in your chair so that you are sitting up with your back straight and your feet on the floor.

Pay attention to your facial muscles.  If your brow is furrowed and your mouth is turned down, readjust and relax those muscles into a more neutral position, or even a slight smile.

--Dealing w. personal bias

There are some situations that just push our buttons.  Perhaps you were close to someone that took their own life, and a suicide question brings back terrible memories.  Perhaps you are pro-life and you are dealing with a customer that wishes to seek an abortion.  Or perhaps you simply don’t understand why a life situation that you could reasonable deal with is presenting such a crisis for the customer.

It is normal for our personal prejudices and biases to come into play when dealing with any customer, but particularly those that have the emotional intensity of a crisis.  They key is learn how to set our own feelings aside for the time being and be able to empathetically deal with the situation to the best of our ability.

Bias is an inflexible belief about a particular category of people-positive or negative.  The most important step in counteracting personal bias toward a certain characteristic in a person is to be aware of it and then you can begin to dissect it to weaken its foundation.  You also need to be very aware of how you project those feeling into the session.  Choose your wording carefully so as not to reflect your personal values onto the customer.  Have a co-worker or your liaison help you if necessary.

--Some things to remember/tips:

Helping someone in crisis can present a crisis for you.  Be aware of your emotions at all times.

There are no magical solutions.  No one resource/person/referral will make the customer all better and his or her problems go away.  At the same time, you need to make a good faith effort to provide the customer with all the assistance you can.

You will vacillate between feeling confident and feeling uncertain.

Honesty is the best policy.  If you are going to call the police or solicit outside help, say so.

Self disclosure can sometimes be appropriate.  When done appropriately, it provides positive role modeling as well as an invitation to discuss things further.  Avoid a preachy “when I was your age” tone.

Stay empathetic and supportive.  Empathy involves putting yourself in someone’s place and being able to understand and reflect back their pain.  By being supportive, you demonstrate that you care about the situation the customer is in, and are willing to help and encourage their desire to seek help and assistance. 

Use I-messages.  They can introduce dialogue and discussion, deescalate a crisis, are less apt to provoke resistence.  I-messages level the playing field and takes the edge off of a confrontation. 

Activity: Practice using I-messages to respond to the following statements.  The goal is to avoid trite, blanket responses such as: “That’s not a good idea.”  “Don’t do that.”  “It’ll be OK/work itself out.”

I want to kill myself.

All the kids at school make fun of me and call me a nerd.

I’m ready to run away.

The death of my loved one has spiraled me into a deep depression.

I am so angry at my partner for seeking an increase in child support payments.

3.  What are our obligations?

    --Legal obligations as providers

According to legal consultation that Ask Us Now sought out, were are not required to call or not call any authorities on the behalf of our customers.  However, most police officers I’ve spoken with over my career, as well as the authorities that we called during the course of a crisis call, advocate the “better safe than sorry” approach.  Most feel they rather it be a waste of time than a missed opportunity to help.

  

 --Ethical Obligations

we are tasked as providers of this service to completely answer the question and do so to the best of our ability, without judgment

Ala Code of Ethics:

1.       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.

7.  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.

So, while we may not have a professional duty to disclose say, child abuse, to the proper authorities, we are challenged as library professionals or para-professionals to answer questions as completely and accurately as possible and I would challenge all of you to take that a step further; so that in a situation where outside help would be required (where someone’s well-being or that of another person’s is in jeopardy) that we contact the proper authorities.

    --Enlisting the help of our liaison and other providers

Don’t forget to check the schedule before you log in and see what other co-workers, especially providers are working during your shift so you can ask for help during a session.  Challenge liaisons to regularly check in w. providers and review transcripts to see where challenges lie.  Seek out training or offer training to providers………..(need Jeri’s input)

4.  Resources

    --Where to find them

Need an update on where these resources live….need to be in a more obvious place.

    --What they are/overview

Get in touch with Julie during or right after the transaction if any contact was made with outside authorities, or if the transaction was particularly difficult, abusive, or just otherwise abnormal.

--Tips for being prepared

Minimize the crisis resources page in your task bar for easy retrieval

Sit within reach of a phone

If possible, before your session begins, know what supervisors and/or co-workers are easily accessible to ask for help and guidance.  Check the schedule.

5.  Wrap up

Bibliography

http://www.merriam-webster.com/dictionary/crisis

http://www.helpguide.org/mental/stress_signs.htm

http://www.workforcediversitynetwork.com/docs/inthenews_DailyRecord_CulturalIgnorance1004.pdf

http://www.ala.org/ala/aboutala/offices/oif/statementspols/codeofethics/codeethics.cfm

http://www.crisiscounseling.com

Crisis Counseling with Children and Adolescents by William Van Ornum and John B. Mordock