• Crisis Intervention and Ethical Dilemmas for Phone Line Staff


Crisis Intervention and Ethical Dilemmas for Phone Line Staff

AUGUST 27, 2021 | 9:00 am – 12:15 pm

Deadline for registration is August 26

3 CEs

This training is approved for CE for social workers, counselors, and marriage and family therapists in the state of Ohio. This training is approved for chemical dependency counselors in domain C2 and prevention professionals in domain P6.

Level of Course | 200 Intermediate

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. Course participants will also be able to ask questions via webinar chat during the Q&A portion of the course.


  1. Participants will be able to describe common elements of crisis intervention models that can inform their role providing crisis support on the phone lines.
  2. Participants will be able to identify strategies and skills they can continue to develop to effectively support individuals dealing with specific crisis themes.
  3. Participants will be able to 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.


  • 9:00am – Introduction of topic and mindfulness activity
  • 9:10 am – Crisis Intervention Models’ commonalities that likely already influence your work on the phone lines
  • 10:00am – Break
  • 10:08am – Common crisis themes: upgrading our skillset and knowledge base to be appropriately supportive
  • 11:00am – Strategies to enhance our ability to be calm on the phone lines
  • 11:10am – Break
  • 11:17pm – Introduction of the Reamer Model for Ethical Decision Making
  • 11:25pm – Working through three ethical dilemma scenarios using the Reamer Model
  • 12:10pm – Q&A
  • 12:15pm – Close

Participants are required to stay logged-in for the Q&A portion of the training for successful completion, as it is part of the educational portion of this course.

Presented by Lois Marie Clay Stepney, MSW, LISW-S

Curriculum Director, The Ohio State University College of Social Work

Lois Marie Clay Stepney, MSW, LISW-S is a passionate adult educator who has taught social work practice courses in the College of Social Work at the Ohio State University for the past 18 years. Ms. Stepney has utilized her social work skills in the Columbus, OH community working primarily with children, adolescents and their adult caregivers, for most of her 25 years in the profession. She has clinical and administrative supervisory experience. Ms. Stepney is passionate about addressing the promotion of resilience and emotional wellbeing in helping professionals.


Evaluations will be distributed within 24 hours after the training via email. You will receive a link where you can submit the completed evaluation. Evaluations must be completed to receive CE credits. Certificates will be available to download once the once the evaluation is received.

We strive to host inclusive, accessible events that enable all individuals, including individuals with disabilities, to engage fully. You may request an accommodation or inquire about accessibility as part of the Zoom registration process. Please contact us at cswce@osu.edu should you need further assistance.

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Register For 8/27 Training Here

Deadline for registration is August 26

Generously funded by the Ohio Department of Mental Health and Addiction Services.

The Ohio State University, College of Social Work is an approved provider for the State of Ohio Counselor, Social Worker and Marriage and Family Therapist (CSWMFT) 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