values

1.  Call our crisis line at  +12522856550 
2.  Volunteer will respond to a phone call when on duty 
3.  If needed, the volunteer will offer a call back time frame, within one hour 
4. Escalation - when a call comes in that requires a Subject Matter Expert, the volunteer will do a soft transfer within the Facebook support group or Private Messaging to the SME ​
5. If needed, request assistance from another volunteer to handle high call volume ​

Provide support and encouragement, or direct to resources when a post is created in a Facebook support group ​

1. Website 
2. File section in the Facebook support group ​

1. Lived experience of at least one year of hands-on experience ​
2. Study the provided call scripts ​
3. Peer-to-peer training for at least 3 calls ​

1. Volunteer will complete a profile (survey) to outline their experience​
2. Volunteer will become familiar with the expertise of the other volunteers (SME) for a soft transfer as needed ​

 the volunteer of a crisis line will sign a confidentiality agreement stating that information shared during a call will be treated as confidential​ 

1. Empathetic ​
2. Compassionate
3. Good listener 
4. No personal beliefs like religion or politics on any discussion 
5. Encouraging 
6. Calm 
7. Not easily triggered by other family situations ​

1.  Volunteer will update the proper forms used to document the crisis call
2. Volunteer will email the survey to the caller to assess the performance ​