Dread Them No More - Working with Challenging Calls

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(1 hour session)

Working with challenging calls can be one of the most difficult tasks required of us during our work as Community Resource Specialists. The reasons a call may be challenging can vary and as such, different approaches and techniques will be more or less effective depending on the type of caller you have. In this workshop, we will discuss various categories of challenging calls, talk about approaches to tackling the challenges presented, and role-play several scenarios.

Key Takeaways:

  • Different reasons calls may present as challenging
  • Various categories of challenging calls
  • Techniques to de-escalate whenever possible
  • Working with racist or abusive callers
  • When it’s time to let a caller go, and how to do so

Julie Nurmi

Team Lead of the 211 Program - Canadian Mental Health Association – Edmonton

Canadian Mental Health Association, Edmonton, Alberta

Julie Nurmi is the Team Lead of the 211 Program - Canadian Mental Health Association – Edmonton. She has 9+ years of experience in answering 211, both front line and in a supervisory capacity. She is AIRS and CCW Certified and is the Lead Trainer for the 211 Program. She has a BA in Psychology (cum Laude) and has experience presenting on 211, further educating the public on the services offered.

Dagr Fjell

211 Community Resource Specialist

Canadian Mental Health Association, Edmonton, Alberta

Dagr Fjell (they/them) is an experienced 211 Community Resource Specialist who is both CRS and Crisis Worker Certified. After working for the Canadian Mental Health Association – Edmonton Region for several years in an administrative role, Dagr was drawn to the Distress Line program and became a volunteer in January 2017. When a role as a 211 CRS came up in January 2018, Dagr, being passionate about social justice and working with those in need, quickly applied for and was hired as a Permanent 211 CRS. Dagr has plenty of experience presenting in the past and is currently volunteering as a SMART Recovery group facilitator. In addition to these roles, in their spare time, Dagr is working on a book to help bring light to the struggles facing the homelessness population in Edmonton, Alberta. They enjoy writing, reading, walks in nature and have recently taken up cooking.

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CLICK HERE TO JOIN - Dread Them No More - Working with Challenging Calls
10/14/2021 at 12:15 PM (EDT)   |  60 minutes
10/14/2021 at 12:15 PM (EDT)   |  60 minutes (1 hour session) - Working with challenging calls can be one of the most difficult tasks required of us during our work as Community Resource Specialists. The reasons a call may be challenging can vary and as such, different approaches and techniques will be more or less effective depending on the type of caller you have. In this workshop, we will discuss various categories of challenging calls, talk about approaches to tackling the challenges presented, and role-play several scenarios.
Post Session Quiz
8 Questions  |  3 attempts  |  6/8 points to pass
8 Questions  |  3 attempts  |  6/8 points to pass
Certificate of Completion
Live Viewing: 1.00 Hour(s) of Professional Development credit and certificate available
Live Viewing: 1.00 Hour(s) of Professional Development credit and certificate available