Lifeline offering Crisis Phone training

LIFELINE North Coast is opening a new training program for volunteers seeking to work in the not-for-profit’s Crisis Phone Service.

The training requires commitment owing to the nature of the calls the volunteers will be taking.

“It is quite extensive,” said Lifeline North Coast (NSW) Trainer and Centre Supervisor Lyn Anderson, who also volunteers for regular shifts on the phone.

“This is because they will be supporting people who are troubled.”

Applicants go through a friendly interview process with the Trainer and the Centre Supervisor, which helps them get to know each other.

In the first 10 weeks, there is one training session per week, held in the training room at the Lifeline Centre in Coffs.

Seven of these are on a Thursday evening from 5:30pm to 9pm and the other three are on Saturdays from 9am to 5pm.”

Previous experience is not needed; the skills to support and empower callers is taught in the interactive training sessions.

Once the training is completed volunteers do five placement shifts with a Student Mentor who gives real-time guidance when necessary.

By the time students start taking calls they have had extensive role play practice and are well equipped to start taking calls.

“People call us because they are feeling in ‘crisis’, but we need to remember that crisis is different for each of us. “Often having someone to talk to, someone who can really listen, helps them to consider their situation.

“The person becomes more empowered.”

Ms Andersen said that as the media puts the Lifeline phone number after any devastating, shocking or catastrophic happening, people might think all calls are like that.

“People can think that working the phone lines will be too hard, they would not know what to say, and that they could not support people.

“[But] many of our calls are from people who just need someone to listen.

“We teach the skills, and the people we have volunteering on the phones say that through the training they now have improved communication skills that they use outside of Lifeline.

“They also tell us their self-awareness has been raised.”

Ms Andersen said Lifeline North Coast has a great team of volunteers, who are truly wonderful people and a pleasure to work with.

“But we need more.

“When people ring Lifeline they quite often have to wait.

“This is because there are not enough volunteers to answer these calls.”

To find out more contact Lifeline North Coast https://www.facebook.com/LifelineNorthCoast/ or contact Lyn Andersen: on 02 6651 4093 or at landerson@lifelinenc.org.au

By Andrea FERRARI