Standard Spiels

These are standard spiels when answering CRISIS LINE (CL) calls.

Note: These examples of spiels are guidelines. You can tweak them and use your own language provided the statements you use should capture the essence of what you are trying to say to your caller.

INTRO:

Hello, this is Crisis Line. Responder (name) speaking. How can I help you today?

Good morning (Good afternoon or Good evening), you’ve reached the Crisis Line. This is Responder (your name). How can I help you today?

CALLER ASKING WHAT IS CRISIS LINE:

Crisis Line is a 24/7 hotline that provides in-the-moment support. This is a safe space and everything you will share with me will remain confidential.

CALLER ASKING IF YOU ARE A PSYCHOLOGIST/COUNSELOR:

We are professionally trained mental health responders. My name is (say your name) and I will do my best to help you in this phone call today.

CALLER ASKING PERSONAL QUESTIONS:

We apologize but we do not entertain personal questions. This call is all about you… (ask for caller’s name) or (say caller’s name…). Is there anything that we can help you with?” or “How can we help you with this phone call today?”

CALLERS ASKING FOR YOUR ADVICE:

We’re not here to give you advice or tell you what to do but we could explore options that could help you.

It’s understandable that you would like some advice but rather than give you advice how about we explore options or ways to help you move forward?

Examples of exploring/SF questions:

What are you good at?

What are your hobbies?

When was the last time you spent time doing something you like?

If you could change your situation (repeat the situation of the caller), what would you do differently?

CALLERS ASKING ABOUT COUNSELING BUT ARE FINANCIALLY CONSTRAINED:

You can call the In Touch Head Office (HO) and inquire about the Counseling Advocacy Program (CAP). You can ask for more information about the CAP when you speak to the receptionist.

Note: If the caller did not mention financial problems – DO NOT suggest or mention CAP.

CALLERS COMPLAINING THAT THEY HAVE BEEN CALLING CL FOR AWHILE BUT NO ONE IS ANSWERING:

Our apologies but all responders may have been engaged in calls.

CALLERS ASKING IF THEY CAN TALK TO YOU WHEN THEY CALL CL AGAIN:

We work on shifts and you may or may not talk to me again. But I can assure you that all of us here at CL are professionally trained to help you the best way we can.

CALLERS COMPLAINING ABOUT CERTAIN ISSUES:

Sorry that you feel this way… (reflect the caller’s words eg. frustrated, disappointed, angry). Here in Crisis Line we do our best to serve your needs.

Reminders

1. Avoid using the word “I” and instead use the word “we” to let the caller know that this is a CL protocol, and we respond as a team.

2. Ask the caller for their name so you can address them while from time to time using their name to help establish a connection.

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