1. THANKS FOR JOINING US! Welcome! Jennifer BluntJeri Cain InstructorProducer

2. Why this training?

3. OBJECTIVES: 1. What’s a crisis? 2. How to be prepared 3. Our obligations Maryland AskUsNow! Crisis Training

4. Activity Activity from Participant’s Guide: What comes to your mind when I say “crisis”? Type a few words into the chat box!

5. Definitions of a crisis The word “crisis” indicates a ______________ _____________, for better or worse.

6. Now………or later? Is the health, life and well-being of the customer or someone else at stake? Is the customer or person the customer is referring to suicidal or homicidal? Is the customer or person the customer is referring to hurting or threatening to hurt someone else (including child or elderly maltreatment)? Is there a crime or violent act in progress? Urgent! These situations need to be referred immediately!

7. There’s a kid with a knife in my school.

8. A registered sex offender moved into my neighborhood. What can I do to protect my kids?

9. I just want to end it all.

10. Any questions? Are there any crisis situations that you’ve encountered on the job that you’d like to discuss with the group?

11. Activity Why might customers choose to confide in an online reference chat service to discuss their personal situations?

12. Activity How might you react when you realize you have a crisis call? Think about the first time you monitored AskUsNow. How did you feel when you got your first question?

13. Some Examples: Upset you got the call Angry someone else didn’t pick it up Feel sorry for the customer Customer should be able to handle their own problems Recall a similar situation you were in, and all of those memories I think I can help this person.

14. Quick and Easy A Tip: Identify what messages are being played in your head. Are you saying “I can’t handle this?” or are you saying “I’m so glad I’ll be able to lend a sympathetic ear and help?” The scripts you play in your head will help to control your emotional reaction. This will also help you control your physiological reaction.

15. Physiological Reaction Sweaty palms Dry mouth Nausea Racing heart Flush skin Tightening muscles Shallow breathing

16. Some Do’s: Have the Crisis Call Guidelines handy Sit within reach of a phone Have Julie & Cathay’s contact information Be aware of your emotions at all times Be aware of your mental models & biases Self disclosure is OK if you’re comfortable Stay empathetic & supportive Make a happy face

17. …and a few Don’t’s: Don’t be alone—know where your colleagues are Don’t panic– take some deep breaths Don’t slouch—sit up straight w. feet on the floor Don’t rush—take your time! Don’t look for a magical solution Don’t conceal information—if you’re calling the police, say so

18. What do you say? I am going to kill myself. My boyfriend punches me. There is a bomb in a locker. My father was touching me.

19. Some examples… I might have resources to help you. It makes me sad to hear that. I want to help you. Let’s work together to figure something out. I’ll do my best to get the information you need. That must be so hard. How can I help? I’m glad you connected with me today.

20. Legal Obligations Not required to call authorities Know your library’s practices “Better safe than sorry”

21. Ethical Implications ALA Code of Ethics I. We provide the highest level of service to all library users through appropriate and usefully organized resources; equitable service policies; equitable access; and accurate, unbiased, and courteous responses to all requests. VII. We distinguish between our personal convictions and professional duties and do not allow our personal beliefs to interfere with fair representation of the aims of our institutions or the provision of access to their information resources.

22. Resources Go to www.askusnow.info/staff. Click on For Providers, then AskUsNow Service Guidelines. Crisis Call Guidelines is at the bottom. Tips and Hotline numbers Phone numbers to all State Police barracks

23. Bibliography http://www.merriam-webster.com/dictionary/crisis http://www.helpguide.org/mental/stress_signs.htm http://www.workforcediversitynetwork.com/docs/inthenews_DailyRecord_Cultu ralIgnorance1004.pdf http://www.ala.org/ala/aboutala/offices/oif/statementspols/codeofethics/codeet hics.cfm http://www.crisiscounseling.com Crisis Counseling with Children and Adolescents by William Van Ornum and John B. Mordock Techniques and Guidelines for Social Work Practice, 3 rd edition by Bradford W. Sheafor, Charles R. Horejsi and Gloria A. Horejsi.

24. Thanks for your attention! Questions? jblunt@carolib.org