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If you want to understand this hilarious Seinfeld reference, keep reading…..
- In-service trainings will be offered over Zoom on a variety of subjects. Christine proposed that the first in-service training be about the use of emerging treatments for depression, PTSD, etc. Volunteers had great feedback asking that the training also encompass information about treatments in general. This might include an overview of all the psychological modalities that are used in therapy, in addition to holistic methods that are used. Stay tuned, as Christine will come up with some dates and an overview of what the first “in-service” will look like!
- Friendly 988 reminder: Suicide must be assessed on all 988 calls and this information needs to be documented in the card. Even if the caller is not suicidal, it must be documented that an assessment was conducted, and the client stated “No”. All lethality boxes must be complete if there is suicidal ideation. This is no different than the way we handled NSPL calls in the past.
We must always offer suicide follow-up calls on 988 to anyone indicating the slightest suicidal ideation. If the person rejects it, please document in the card that a follow-up call was offered and rejected.
- Online Photo Album: Just like on Seinfeld, when Elaine wanted everyone to wear name tags to make NYC friendlier, Dana came up with the great idea to have an online photo album, similar to how we have an online message book. Please send a digital photo of yourself and a small sentence on why you chose to volunteer at LICC to Dana at [email protected]. This is a great way for you to “meet” each other and put a face to the name of those that share in the important work you do! (Another Seinfeld reference is when Kramer added all the building tenants’ photos to the lobby wall).
- Welcome CITs! We have 12 trainees who are on the phones with their mentors. Many of them are coming in person to train, so if you are on shift in person, feel free to introduce yourself!
- Five9 may be having some issues when you use the Google Chrome Browser. Please read the important email that was sent out on January 16th from Christine about this with instructions on how to fix any errors that might happen if you use Chrome. You can also use a different web browser, such as Firefox to resolve any Five9 problems.
On-Call Instructions Update: LICC has hired four new on-call supervisors who will be working with our current on-call supervisors to be available to you. Because of this, the Google Voice policy has changed. Here is a summary of the new policy but please see the counselor manual “Staff Directory” or “On-call Schedule” sections for all the instructions.
• There are now two Google Voice numbers: a weekday Google Voice number and a weekend Google Voice number.
• Weekend hours are Friday at 4 PM to Monday at 7 AM. The new supervisors – Sandra, James, Derek and Cristian – will be covering these times.
• If you need to contact a supervisor on a weekday between 7AM and 4PM, contact whichever staff is on Five9. All staff are designated by first and last name.
• If it is a weekday after 4pm, contact the appropriate Google Voice number found on the on-call schedule in the counselor manual.- Involuntary Interventions: Henry brought up that the last 988 training we all took in the Lifeline Portal, which focuses on Imminent Risk, strongly suggests that if we do an involuntary intervention (an intervention when a client refuses to tell us where they are), we should let the caller know that we have called 911. Essentially, we would be letting the caller know that even though they did not want 911, we have called because we are worried and want to keep them safe. LICC administrative staff met and deliberated long and hard about this. Here is LICC’s policy:
Since you always contact a supervisor whenever you need an intervention (voluntary or involuntary), the on-call supervisor will work collaboratively with you to make the decision of whether or not to tell the client that 911 is on the way. When you reach out to a supervisor for an intervention, they usually get on Five9 to listen and communicate with you via chat or text. If the supervisor determines that the caller is not a “flight risk” and that it would be helpful, they will guide you on how to let the caller know that 911 is on the way – including why we made that decision and steps they can take to make the arrival of 911 go smoothly and safely.
If the supervisor determines that telling the client would somehow be risky, they would guide you not to tell them.
There is more information in the manual about this so please read it over when you have a chance as this is a bit of a change from the way we have done things in the past. The counselor manual sections that include this are “Interventions” and “Suicide”. If you have concerns or questions, please let Christine know. We value your feedback as we strive to maintain the highest quality of care for our callers.
- Thank you for reading! The next Community Meeting dates are:
Tuesday, February 6th @ 7pm
Wednesday, February 7th @ 11am
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