COMMONLY ASKED QUESTIONS

ABOUT THE PEOPLE IN NEED CRISIS LINE & ITS TRAINING PROGRAM 

1)  WHAT IS THE ROLE OF THE VOLUNTEER FOR THE NORTH OKANAGAN CRISIS LINE?

Our volunteers are the key people at the Crisis Line.  He/she is the first and sometimes the only contact a caller may have when they are reaching out for assistance. Volunteers are trained to provide healthy emotional support, crisis intervention and community resources. 

2)  WHAT QUALITIES ARE NEEDED IN A VOLUNTEER?

What we look for are qualities of personal strength, maturity, and stability.  An ability to listen without judgment or interruption and to communicate with people in a crisis situation is also essential.

3)  VOLUNTEER INSERVICES ARE HELD 2 – 3 TIMES A YEAR.

Volunteer inservices may include speakers and activities as part of our ongoing training program.  These meetings are also an opportunity for volunteers to take advantage of group support, sharing of mutual problems, and discussing ways to improve our service.  Volunteers are required to attend. 

4)  WOULD I NEED TRAINING TO WORK AT THE CRISIS LINE?

 YES!  Working with distressed people by telephone takes not only a special kind of person, but also a special kind of skill.  The Crisis Line training is designed to develop qualities of listening, empathy, and understanding.  Another objective of training is to teach specific skills in helping distressed and suicidal people.  In addition, the volunteer trainees are informed of resources and services available in Vernon, Salmon Arm, Revelstoke and the surrounding areas which our Crisis line serves.

5)  I HAVE BEEN INVOLVED IN OTHER KINDS OF VOLUNTEER WORK.  DO I REALLY NEED TRAINING BEFORE COMING ON THE PHONES?

Yes.  Volunteers transferring from other crisis centres and professionals such as social workers need our training as an orientation to the model and policies followed by our organization. There is an opportunity for a modified training depending on an individual's experience.

6)  ON COMPLETION OF IN CLASS TRAINING, AM I DEFINITELY A VOLUNTEER?

No.  Once you have completed training, we make every effort to bring you on board. Occasionally a prospective volunteer is not suited to the work on the Crisis Line. A high majority of individuals who complete training do volunteer on the line.

7)  IS IT POSSIBLE TO WORK ON THE CRISIS LINE EVERY DAY?

No.  To provide the best service possible, the maximum number of shifts per week you can do is three. This would have to be cleared with the Volunteer Coordinator. 

8)      WHAT HAPPENS IF SOMEONE NEEDS HELP AND I HAVE NO SUGGESTIONS TO OFFER?

 At all times, the volunteer is supported by an on-call staff person who provides backup, support, and supervision, 24 hours a day, seven days a week.

9)  WILL I KNOW AHEAD OF TIME WHEN I AM REQUIRED TO COME ON DUTY?

Yes.  Shift calendars are planned ahead of time and every effort is made to accommodate an individual's schedule.  

10)  IS THERE A MINIMUM AGE FOR VOLUNTEERS?

 Yes.  Volunteers must be at least 19 years of age to work on the Crisis Line. 

11)  WHAT DO I NEED TO KNOW AND DO TO ABIDE BY THE CONFIDENTIALITY POLICY?

  • ALL information that you hear while volunteering on the PIN Crisis Line must remain with the organization. This information is only shared with program personnel and only for the purpose of support, safety and legal concerns or where a follow-up is required. 
  • ALL information that pertains to PIN Policy and Procedure is kept confidential and must remain within the organization.
  • The location of the call centre is confidential. The program office is located in the People Place and the Administrative office is located at the Canadian Mental Health Association building. (Click on the 'Contact Us' tab for addresses)
  • A breach of confidentiality is serious and is likely to result in dismissal.

12)  WHAT DO I NEED TO KNOW AND DO TO ABIDE BY THE ANONYMITY POLICY?

  • Volunteer Crisis Line Workers are anonymous in the community. We want our volunteers to maintain their privacy and safety. Also a caller may hesitate to use the service if they are worried about reaching someone they know.
  • Callers are anonymous with the exception where the law otherwise dictates (safety of self or others). Individuals who call the line often do so because they can remain anonymous. For many people when they are in crisis, being identified may stop them from reaching out for help.     

Training Schedule for September 2017-2018

It is very important you make every training session as the next one builds on the last.  If you cannot make each session, we ask you to consider the next training. Training includes such things as:

  • Confidentiality, Anonymity
  • Listening Skills
  • Self-awareness/Healthy Relationships
  • Types of Calls, Handling and Roleplays
  • Referrals & Mental Health Emergency Services
  • Suicide Information & Roleplay
  • Addictions/Volunteers & the Law
  • Final Practice/Final Quiz