In This Section:
1) Crisis Intervention By Phone for Victims of Domestic Violence and Sexual Assault
2) Handling Crank or Frequent Callers
3) PCC Call Report Form
4) Suicide
HOTLINE SKILLS
CRISIS INTERVENTION ON THE PHONE
In the following pages, you will read a lot of information about how to understand and assist survivors. Even so, you may be a little nervous about receiving your first call. For this reason, a checklist is provided to help you remember important questions to ask a caller who has just been sexually assaulted. It must be remembered however, that no two callers will be alike and that this checklist is only a guide.
q ESTABLISH RAPPORT - Tell the caller your name and ask how you can help. The identification of the hotline and the volunteer is the first sign given to the caller that someone is there to help. The advocate should make the effort to establish rapport with the caller. In many cases, the caller will be hesitant to talk; emphasis should be placed on reassuring the caller and making him/her feel at ease.
q ACTIVE LISTENING - The advocate should begin to listen for a problem, but do not look for one. In some cases, the caller will not have a "problem" and looking for one will be destructive to the caller.
Many of the calls you receive may not be immediate emergencies. The assault may be years old or an old incest wound not discussed previously. Your job is that of a listener, supporter, and giver of encouragement. No referral may come of it. You may not be able to do anything concrete. You have helped them by just being there. You will not do a survivor any harm by talking to them once or twice. People are the sum total of their whole life's experience. Loosen up and relax – as long as you are there to listen, you are helping.
q DEFINE THE PROBLEM(S) - If there is a specific problem or conflict situation, the volunteer must attempt to define it. In the case of multiple problems, single out the most prominent one to be dealt with immediately. Put it in simple terms.
q ASSESS THE SITUATION - Take a broader look at the situation and/or problem. Look at circumstances which led up to it and the traumas it may be causing now (future possibilities should be explored also).
q EXPLORE OPTIONS - Do not give advice, but do look at different options to the situation. Present these options to the caller, and be prepared to react to their responses.
q DISCUSS ACCEPTABLE ALTERNATIVES - The caller may decide to explore one or more options. Try to narrow it to one or as few as possible, and help the caller understand them.
q REFERRAL - In some cases, an option may be a referral to an agency/program. Always try to give more than one, if appropriate, and let the caller choose which to contact.
q CLOSING - Closing of the conversation should begin, and preferably end with the caller. (Yet it could be either party that initiates.) Good strokes for the caller are very important at this point. Let the survivor know that a right decision was made in calling the hotline, and that the first step towards alleviation of the problem has been taken. Sometimes expressing your feelings to the caller can be very positive.
In cases when the survivor is not in crisis and has strayed away from the issues surrounding sexual assault it is appropriate for the advocate to bring the call to a close (see Frequent Caller). Periodically a caller may need to be reminded that this is a crisis hotline and must remain open for other calls.
q FOLLOW-UP - Before hanging up the phone: Go over options one more time. Remind them the hotline is there for them 24 hours a day. Thank the caller for calling.
DO'S AND DON'TS
a Do try to get a first name and the area the person is calling from. If they will not provide a phone number, ask them to please call back if you get cut off.
a Do sound as though you are listening and you care. Pay attention to your tone
of voice.
a Do let the caller take as much time as necessary to get comfortable with you.
a Do be empathic.
a Do report as soon as possible any extraordinary circumstances encountered on
the hotline.
a Do complete a call report form (provided on next page).
r Don't rush.
r Don't over refer. Three referrals provide a choice without being overwhelming.
Hotline Skills section taken from the SEXUAL ASSAULT ADVOCATE TRAINING MANUAL – TEXAS OFFICE OF THE ATTORNEY GENERAL AND TEXAS ASSOCIATION AGAINST SEXUAL ASSAULT
CRANKS/FREQUENT CALLERS
All crisis phone lines have one thing in common -- crank and frequent callers. It's a fear that most, if not all, telephone advocates have. Actually there are two fears: That we will be "caught" by a crank caller, and that we will "misdiagnose" a caller, treating a legitimate survivor as a crank.
Let's start with definitions.
Crank - a caller who uses the hotline specifically to involve a 'live voice" in a (usually sexual) fantasy, or someone who calls the hotline as a "game."
Frequent Caller - an actual survivor who calls often for assistance and/or just to talk. They may or may not become dependent. Also, this caller may discontinue calling on their own as their recovery progresses.
HOW TO TREAT A CRANK CALLER
FIRST! Do not be overly concerned with the fears listed above. We've all been caught and will probably be caught again. Although it's infuriating to be used by a crank caller, it's not the end of the world. One other important thought: It's always better to err in favor of the caller, i.e. if you're not sure, always assume they're legitimate.
HOW TO TREAT A FREQUENT CALLER
Often, there will be a treatment plan. Keep the caller focused on the issues surrounding the victimization issue (sexual assault or family violence). If after office hours, limit the call to 15 - 20 minutes if possible. Direct the conversation back to the assault when the caller strays to other irrelevant topics. Remember every time you spend an hour or more on the hotline with frequent callers increases the chance that they will become dependent. This ends up doing more harm than good. They also begin to expect the same treatment from the other advocates, making it harder for them to keep the survivor focused. It's important to ask for, and pass on, any information about callers of which other advocates should be aware. If the caller asks for a specific advocate/volunteer who is off-duty, explain that the staff/volunteer is not available and that you are responsible for manning the hotline at this time. Offer your assistance to the caller -- but don't insist. Always attempt to reach the staff backup if you need help.
COMMON CHARACTERISTICS OF A CRANK/ SEX CALLER
þ Voice tone devoid of emotion.
þ Hesitation in speaking.
þ Gives first name immediately/asks advocate’s name immediately.
þ Asks personal questions about advocate.
þ Resistance toward resolution of “problem.”
þ Great deal of caller silence.
þ Presents self as innocent about sex.
þ Uses the word “embarrassing” frequently.
þ Asks for advocate’s opinion about “problem.”
þ Gives detailed sexual descriptions.
þ Use of formal language in describing sex acts or sexual body parts.
þ Hangs up abruptly before call is completed – no discernible provocation.
COMMON OPENING LINES
þ I want to talk.
þ Will you talk to me?
þ Can I talk about anything?
þ I’ve never called before.
þ Are you understanding?
þ I have an embarrassing problem.
þ I’m lonely.
COMMON STORY THEMES
þ Dominant woman
þ Asking for sexual information/advice
þ Penis too large/too small
þ Sex with female members of immediate/step family
þ Lending girlfriend/wife to another man
þ Multiple sexual participants
þ Enjoying sex with young girls/boys
þ Transvestism
þ Fetishism
þ Voyeurism/Exhibitionism – include being watched during some sexual activity
(alone or with a partner)
þ Nudity
þ Humiliation
þ Sado-masochism
This section on Crank/Frequent Callers taken from the SEXUAL ASSAULT ADVOCATE TRAINING MANUAL – TEXAS OFFICE OF THE ATTORNEY GENERAL AND TEXAS ASSOCIATION AGAINST SEXUAL ASSAULT.
1) Crisis Intervention By Phone for Victims of Domestic Violence and Sexual Assault
2) Handling Crank or Frequent Callers
3) PCC Call Report Form
4) Suicide
HOTLINE SKILLS
CRISIS INTERVENTION ON THE PHONE
In the following pages, you will read a lot of information about how to understand and assist survivors. Even so, you may be a little nervous about receiving your first call. For this reason, a checklist is provided to help you remember important questions to ask a caller who has just been sexually assaulted. It must be remembered however, that no two callers will be alike and that this checklist is only a guide.
q ESTABLISH RAPPORT - Tell the caller your name and ask how you can help. The identification of the hotline and the volunteer is the first sign given to the caller that someone is there to help. The advocate should make the effort to establish rapport with the caller. In many cases, the caller will be hesitant to talk; emphasis should be placed on reassuring the caller and making him/her feel at ease.
q ACTIVE LISTENING - The advocate should begin to listen for a problem, but do not look for one. In some cases, the caller will not have a "problem" and looking for one will be destructive to the caller.
Many of the calls you receive may not be immediate emergencies. The assault may be years old or an old incest wound not discussed previously. Your job is that of a listener, supporter, and giver of encouragement. No referral may come of it. You may not be able to do anything concrete. You have helped them by just being there. You will not do a survivor any harm by talking to them once or twice. People are the sum total of their whole life's experience. Loosen up and relax – as long as you are there to listen, you are helping.
q DEFINE THE PROBLEM(S) - If there is a specific problem or conflict situation, the volunteer must attempt to define it. In the case of multiple problems, single out the most prominent one to be dealt with immediately. Put it in simple terms.
q ASSESS THE SITUATION - Take a broader look at the situation and/or problem. Look at circumstances which led up to it and the traumas it may be causing now (future possibilities should be explored also).
q EXPLORE OPTIONS - Do not give advice, but do look at different options to the situation. Present these options to the caller, and be prepared to react to their responses.
q DISCUSS ACCEPTABLE ALTERNATIVES - The caller may decide to explore one or more options. Try to narrow it to one or as few as possible, and help the caller understand them.
q REFERRAL - In some cases, an option may be a referral to an agency/program. Always try to give more than one, if appropriate, and let the caller choose which to contact.
q CLOSING - Closing of the conversation should begin, and preferably end with the caller. (Yet it could be either party that initiates.) Good strokes for the caller are very important at this point. Let the survivor know that a right decision was made in calling the hotline, and that the first step towards alleviation of the problem has been taken. Sometimes expressing your feelings to the caller can be very positive.
In cases when the survivor is not in crisis and has strayed away from the issues surrounding sexual assault it is appropriate for the advocate to bring the call to a close (see Frequent Caller). Periodically a caller may need to be reminded that this is a crisis hotline and must remain open for other calls.
q FOLLOW-UP - Before hanging up the phone: Go over options one more time. Remind them the hotline is there for them 24 hours a day. Thank the caller for calling.
DO'S AND DON'TS
a Do try to get a first name and the area the person is calling from. If they will not provide a phone number, ask them to please call back if you get cut off.
a Do sound as though you are listening and you care. Pay attention to your tone
of voice.
a Do let the caller take as much time as necessary to get comfortable with you.
a Do be empathic.
a Do report as soon as possible any extraordinary circumstances encountered on
the hotline.
a Do complete a call report form (provided on next page).
r Don't rush.
r Don't over refer. Three referrals provide a choice without being overwhelming.
Hotline Skills section taken from the SEXUAL ASSAULT ADVOCATE TRAINING MANUAL – TEXAS OFFICE OF THE ATTORNEY GENERAL AND TEXAS ASSOCIATION AGAINST SEXUAL ASSAULT
CRANKS/FREQUENT CALLERS
All crisis phone lines have one thing in common -- crank and frequent callers. It's a fear that most, if not all, telephone advocates have. Actually there are two fears: That we will be "caught" by a crank caller, and that we will "misdiagnose" a caller, treating a legitimate survivor as a crank.
Let's start with definitions.
Crank - a caller who uses the hotline specifically to involve a 'live voice" in a (usually sexual) fantasy, or someone who calls the hotline as a "game."
Frequent Caller - an actual survivor who calls often for assistance and/or just to talk. They may or may not become dependent. Also, this caller may discontinue calling on their own as their recovery progresses.
HOW TO TREAT A CRANK CALLER
FIRST! Do not be overly concerned with the fears listed above. We've all been caught and will probably be caught again. Although it's infuriating to be used by a crank caller, it's not the end of the world. One other important thought: It's always better to err in favor of the caller, i.e. if you're not sure, always assume they're legitimate.
HOW TO TREAT A FREQUENT CALLER
Often, there will be a treatment plan. Keep the caller focused on the issues surrounding the victimization issue (sexual assault or family violence). If after office hours, limit the call to 15 - 20 minutes if possible. Direct the conversation back to the assault when the caller strays to other irrelevant topics. Remember every time you spend an hour or more on the hotline with frequent callers increases the chance that they will become dependent. This ends up doing more harm than good. They also begin to expect the same treatment from the other advocates, making it harder for them to keep the survivor focused. It's important to ask for, and pass on, any information about callers of which other advocates should be aware. If the caller asks for a specific advocate/volunteer who is off-duty, explain that the staff/volunteer is not available and that you are responsible for manning the hotline at this time. Offer your assistance to the caller -- but don't insist. Always attempt to reach the staff backup if you need help.
COMMON CHARACTERISTICS OF A CRANK/ SEX CALLER
þ Voice tone devoid of emotion.
þ Hesitation in speaking.
þ Gives first name immediately/asks advocate’s name immediately.
þ Asks personal questions about advocate.
þ Resistance toward resolution of “problem.”
þ Great deal of caller silence.
þ Presents self as innocent about sex.
þ Uses the word “embarrassing” frequently.
þ Asks for advocate’s opinion about “problem.”
þ Gives detailed sexual descriptions.
þ Use of formal language in describing sex acts or sexual body parts.
þ Hangs up abruptly before call is completed – no discernible provocation.
COMMON OPENING LINES
þ I want to talk.
þ Will you talk to me?
þ Can I talk about anything?
þ I’ve never called before.
þ Are you understanding?
þ I have an embarrassing problem.
þ I’m lonely.
COMMON STORY THEMES
þ Dominant woman
þ Asking for sexual information/advice
þ Penis too large/too small
þ Sex with female members of immediate/step family
þ Lending girlfriend/wife to another man
þ Multiple sexual participants
þ Enjoying sex with young girls/boys
þ Transvestism
þ Fetishism
þ Voyeurism/Exhibitionism – include being watched during some sexual activity
(alone or with a partner)
þ Nudity
þ Humiliation
þ Sado-masochism
This section on Crank/Frequent Callers taken from the SEXUAL ASSAULT ADVOCATE TRAINING MANUAL – TEXAS OFFICE OF THE ATTORNEY GENERAL AND TEXAS ASSOCIATION AGAINST SEXUAL ASSAULT.
