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CareLine: Crisis Intervention and Ethical Dilemmas for Phone Line Staff (Recorded) is a Course

CareLine: Crisis Intervention and Ethical Dilemmas for Phone Line Staff (Recorded)

Started Jun 7, 2021
3.0 credits


Full course description

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Course Description

This free, 3-hour training features one module with an edited recording of a live CareLine Development training that was recorded as a Zoom Webinar on May 19, 2021. 

When someone calls a help line for support, they often have needs that fall into the following categories: a need for support and connection with another human being; a need for emotional ventilation; a need for specific information and/or resources; a need for immediate help to cope with a crisis; a need for safety and wellbeing. To be effective in meeting a diversity of caller needs, phone line workers require multiple skillsets. This training focuses on identifying and describing how to refine basic skills of crisis intervention including: the skillset of being able to remain grounded and calm on the phone lines despite the energy level of the caller; the ability to quickly establish rapport; the ability to quickly assess what the callers immediate needs or wants are that had them call the help line in the first place; the ability to partner with callers to explore alternatives and problem solutions; the ability to safety plan; and the ability to critical analyze ethical dilemmas that may arise in their work on the phone lines. Participants will leave this training with refined knowledge and an opportunity to develop skills for effective phone line work.

Learning Objectives

Participants will be able to:

  • Describe common elements of crisis intervention models that can inform their role providing crisis support on the phone lines.
  • Identify strategies and skills they can continue to develop to effectively support individuals dealing with specific crisis themes.
  • Use the Reamer Model of Ethical Decision making to work through ethical dilemma scenarios that could happen while serving someone in crisis on the phone lines.

Continuing Education Classifications

  • Three (3) CE clock hours
  • Meets requirements for Ohio CSWMFT Board in Ethics
  • Meet requirements for CDP Board in Treatment (C2) and Prevention (PE)
  • Please Note: The former classifications were CSWMFT, C2, P6. The new classifications were updated on January 5th, 2022 to better reflect the course material. The new classifications of CSWMFT (ETHICS), C2 and PE are effective as of January 1st, 2022.

The Ohio State University College of Social Work is an approved provider of the State of Ohio Counselor, Social Work and Marriage & Family Therapist Board. Provider Number: RCST111747

The Ohio State University, College of Social Work is an approved provider for the Ohio Chemical Dependency Professionals Board. Provider Number: 50-24068

ADA Accomodations

We strive to host inclusive, accessible events that enable all individuals, including individuals with disabilities, to engage fully. If you require an accommodation to participation in this course, please contact CSW Accessibility at or call 614-688-1657.

Contact Us

The Ohio State University, College of Social Work, Office of Continuing Education, 302 Stillman Hall, 1947 College Road, Columbus OH, 43210.  Phone: 614-292-3032 Email: Website:

Sign up for this course today!