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The ways in which people access Information & Referral (I&R) and other human services are changing – and changing rapidly. Clients want services that are highly accessible, flexible, and individualized to their preferences. I&R organizations and their staff need to deliver quality service using online chat and mobile texting technologies. This course will help human service providers identify the important considerations for setting up chat or mobile texting at their organization, including the components of chat and text software platforms. It will also assist I&R services providers to understand the basics of professional communication in a text-based environment, including how to apply national Standards for I&R service delivery to chat and texting. Special attention will be given to how to handle crises in a text-based environment.
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Service Delivery: Chat and Text Introduction
Open to download resource.
Open to download resource.
This course is primarily for Community Resource Specialists.
When you have successfully completed this course, you will be able to:
Identify why chat and text services are essential in I&R service delivery and how to implement these services within an I&R service, including the components of a technology platform and the essentials for staff training and awareness.
Outline the effective communication skills required to move smoothly between a phone-based I&R environment and a text-based one.
Describe the skills needed to provide crisis service on chat and text including how to initiate rescue in cases of endangerment.
Part 1: Implementing Chat and Text Services
Open to download resource.
Open to download resource.
Organizations providing chat and text-messaging services report that voice-based communications can be effectively transferred to a text-based environment. And more particularly:
Assessment questions can still be asked,
Rapport can be built and genuine connections established,
Complex information can be provided, and
Follow-up and advocacy can still be conducted.
Part 1: Review Exercise
10 Questions | Unlimited attempts | 10/10 points to pass
10 Questions | Unlimited attempts | 10/10 points to pass
Decide which of these statements about Chat and Text are true and which are false.
Part 2: Adapting “Good Call” Elements to Chat and Text
Open to download resource.
Open to download resource.
Part 2: Review Exercise
1 Question | Unlimited attempts | 4/4 points to pass
1 Question | Unlimited attempts | 4/4 points to pass
Match each "good chat" element to the most appropriate part of the client interaction.
Part 3: Handling Crisis Situations On Chat and Text
Open to download resource.
Open to download resource.
In crisis services:
There is a greater emphasis on the exploration of thoughts and feelings.
When a Specialist helps visitors explore difficult feelings and thoughts, it eventually relieves emotional pain, making it easier for the visitor in crisis to return to a calmer state of mind, make good decisions and accept referrals.
It is important to “actively engage” the visitor.
The visitor should feel a positive alliance with the specialist. When the visitor feels uniquely understood by the specialist, she/he is more likely to collaborate to reduce the risk for harm.
Part 3: Review Exercise
3 Questions | Unlimited attempts | 3/3 points to pass
3 Questions | Unlimited attempts | 3/3 points to pass
Final Course Exam
20 Questions | 3 attempts | 16/20 points to pass
20 Questions | 3 attempts | 16/20 points to pass