Better Together: Team-Based Interventions for Burnout and Stress
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Does your call center team show signs of being overwhelmed and burned-out from managing the stress of the pandemic while also working with the stress of high call-volume and high-emotion callers? This session will help you identify the signs and symptoms that indicate a team-based intervention could be undertaken to support your staff. You will learn about an innovative team check-in model that was successfully used for team support during the early phase of the COVID-19 pandemic by a 211 call center. This model was designed to support the well-being of telephone crisis workers, and promote workplace wellness, positive coping, and team support.
After attending this session, participants will be able to:
- Identify the emotional, behavioral, and psychological "signs and symptoms" that indicate a team-based support program may be helpful for your workers.
- Explain the components and functions of the 4-Question "Check-In Group" model and the model’s utility for team participants to process their negative emotions, anchor positive emotions, and encourage mindfulness with self-care and supportive team behavior.
- Understand planning and implementation strategies to set-up a team-based program in collaboration with your community partners
Erika Galyean, LCSW
Indiana School of Social Work, Indianapolis, Indiana
Erika Galyean is an Associate Clinical Professor at Indiana University School of Social Work. Erika has a social work practice background in mental health and crisis intervention. She is currently supervising a graduate student field unit doing their practicum placements in the call-center of Indiana 211. Erika is also a doctoral scholar with dissertation research focus on the crisis telephone workforce in emergency management and social service delivery systems and supporting the well-being of crisis telephone workers. Erika lives in Indianapolis with her 19-year old son, who will hopefully be looking for his own apartment soon. She finds joy in taking countless pictures of her dog Cappy, an undiscovered pet model.
Deputy Director of Indiana 211
Indiana 211, a division the State of Indiana’s Family & Social Service Administration (FSSA), Indianapolis, Indiana
Jaimie Ferren is the Deputy Director of Indiana 211, a division the State of Indiana’s Family & Social Service Administration (FSSA). She joined 211 as a Community Navigator in 2011. Jaimie's enthusiasm for 211 grew over the years. She was instrumental in planning as Indiana 211 transformed to operating as a state-wide system and then underwent further transitions to become a division of FSSA. Jaimie has developed a true passion for helping individuals get connected to the resources that can help become the best, most resilient versions of themselves. Jaimie enjoys cooking and cuddling with her rescue dog, Patsy.
Vice President of Harm Reduction and Crisis Stabilization Services
Mental Health America of Indiana, Indianapolis, Indiana
David Berman is the Vice President of Harm Reduction and Crisis Stabilization Services for Mental Health America of Indiana, and the State Program Director for the Indiana Division of Mental Health and Addiction’s FEMA funded Crisis Counseling Program. He is also a certified instructor in several mental health and suicide prevention trainings, including QPR, ASIST, and Mental Health First Aid. A graduate of the University of Maryland, David holds bachelor’s degrees in biology and psychology, and master’s degrees in public health and public administration. He resides in Carmel, IN with his family, where he spends countless hours perfecting his chili recipe.
Manager, Business Development and Referrals
Community Health Network - Behavioral Health
Kimble L. Richardson, M.S., LMHC, LCSW, LMFT, LCAC is the Manager, Business Development and Referrals at Community Health Network - Behavioral Health. He is the chair of the Indiana District 5 Resilience and Emotional Support Team for crisis and disaster mental health response in Indiana. He enjoys entertaining the public by playing the drums, bagpipes, and kazoo (just not all three at once).
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