Date of Completion
Campus Access Capstone
Master of Education (MEd)
Carol Ann Sharicz
An unavoidable reality of working as a crisis hotline support worker is that some callers will use the hotline for inappropriate purposes, ranging from telling the same story over and over for long periods to shouting profanity and abusive language. Supporting Survivors, a sexual assault crisis hotline, addresses how to respond to these callers in their trainings for new staff, but the trainers find that many staff cannot successfully navigate these calls and, thus, require intervention from their supervisors. Additionally, these callers are frustrating and emotionally draining for staff, which leads to decreased empathy, decreased self-esteem, compassion fatigue, burnout, and attrition. A significant revision to extant training, including an increased emphasis on self-care, and the development of other tracking and assessment tools attempt to close the knowledge gap, provide better emotional support, and, in turn, reduce attrition.
Hagee, Amanda L., "Working with Difficult Callers: Empowering Crisis Hotline Support Staff" (2019). Instructional Design Capstones Collection. 56.