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Active listening is the key to telephone counseling-and your relationships at home and work. It is a gift you can give to callers and to the people in your life.
The required 50-hour training prepares you extremely well to staff the hotline, and our trainers support you every step of the way. Even after training is completed, staff members are always available for advice and support.
The 50 hours may seem like a huge investment of time and energy. But it is an investment that pays over and over again when you are talking to distressed callers on the Contact Hotline and when you are talking to the people in your personal and professional life.
The training is carefully designed to develop listening and helping skills. Each 3-hour class includes a lecture and small group activities.
If you are interested in volunteering we have an interactive PDF form that can be filled out on your computer and printed off while the PDF is open on your monitor. Then FAX to 315-251-2218 or send by postal mail.
Alternatively, we have an older printable only version form.
- Save and fill out interactive PDF form on your computer; email to contact@ContactSyracuse.org
- Print PDF form, fill out by hand and return to:
Business Office
6520 Basile Rowe
East Syracuse, NY 13057
Fax: 315-251-2218
- Alternate version: older printable only PDF
Outline of Training Sessions
| Session 1: |
Basic Skills: Active Listening, Reflecting Feelings, Empathy |
| Session 2: |
Use of Questions; Paraphrasing; Clarification |
| Session 3: |
Focusing; Summarization; Confrontation |
| Session 4: |
Exploring Options; Making Referrals; Terminating Calls |
| Sessions 5 & 6: |
Crisis and Suicide Calls |
| Session 7: |
Repeat Callers; Mental Health Issues |
| Session 8: |
Youth Issues; Sexuality Issues |
| Session 9: |
Initial Experience Review |
During the 10-weeks of classes, trainees also participate in observation and apprenticing shifts on the hotline. During observation shifts, groups of trainees observe as an experienced trainer answers calls. They then discuss the listening skills that the trainer used. After several weeks of classes and observation, trainees begin apprenticing shifts. An experienced trainer coaches and supports them as they answer hotline calls.
Volunteers agree to serve for at least a year and volunteer a minimum of 12 hours (3 shifts) per month for the first six months, and 2 shifts per month thereafter. Shifts are:
- 7 a.m. to 11 a.m.
- 11 a.m. to 3 p.m.
- 3 p.m. to 7 p.m.
- 7 p.m. to 11 p.m.
Staff counselors handle the overnight shift, 11 p.m. to 7 a.m.
More information about volunteering:
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