Series Author: Judy Swens
“How do I volunteer as a Crisis Responder at the Centre?”
“Do I have to have previous experience?”
“What’s the training like?”
“What happens when I show up for my first shift?”
These are some of the questions folks may ask when they first start thinking about volunteering as a Crisis Service Responder who answers calls and chats.
Volunteering can help you learn new skills, gain experience, and make connections. And, as you explore volunteering and take your first calls, we’ve got your back!
This four-part series, written by communications volunteer Judy Swens, answers some of the questions you may have. Judy interviews four staff who share insights and information ranging from completing your application and getting trained to taking your first calls and even expanding your commitment by becoming a senior volunteer.
For more information about volunteering, check out our website.
Becoming a volunteer and answering crisis calls or chats that can save lives is both rewarding and challenging.
The response team at the Crisis Centre is made up of vibrant people, many of whom are volunteers with diverse backgrounds, and all of whom share a common goal: to help others.
Martin Uren, Manager of Volunteers, oversees the recruitment and interview process for those who want to volunteer on the phone lines or chat services. Having worked in the health industry for over 20 years, he has a wealth of experience; he first started working as a counsellor for children and adolescents, helping with health and addictions. This led him to specialize in substance abuse counselling services. He started volunteering at the Crisis Centre in 2007, and with his experience as a counsellor, quickly moved on to train staff. With time, after his various experiences as both a volunteer and staff trainer, he was offered a full-time role as Manager of Volunteering.
Uren says, “Sixty per cent of volunteer applicants find out about the Centre by word of mouth.”
Many of these folks learn about this opportunity from peers, their college or university instructors, or have used the services themselves.
Recruiting a diverse group of volunteers is considered when sifting through applications. Some are applying to volunteer for the extensive training, while others are seeking different opportunities to give back to their community.
Over the course of Uren’s 14 years of experience with the Centre, he has noticed a shift in why some people are drawn to volunteering. One trend he’s observed is students looking for volunteer experience to enter into graduate school and become specialized within a helping profession.
Before submitting an application, Uren stresses it is mandatory to attend an information session. He mentions that “we usually see about 60 people in attendance, and it’s here we provide all the volunteer info with a Q&A at the end. This way people can learn what it’s really all about.”
The online application for volunteering can take up to 20 minutes to complete and has a total of seven questions. It’s a good idea for applicants to have three professional references available along with their contact information. This could be an employer, professor, or volunteer coordinator, etc. Uren explains that “typically up to 40 people are chosen for the interview process, and this can take quite a bit of time. Considering this number of interviews, applicants can expect to hear back in about two months after submitting their application.”
It is necessary for applicants to reside in the Greater Vancouver area. This is so they can be physically present at the Centre. While there is an increase in the capacity for volunteering remotely, the overwhelming majority of folks are still required to be onsite.
Uren expresses he really likes to see applicants with a blank canvas. This is because “we typically see the best success rates of learning with people who have little counselling experience. However, this doesn’t exclude some necessary skills such as active listening and good communication.”
There are three key things Uren looks for in an application: first, the ability to connect with folks. This is vital, because the foundation of what the volunteers do over the phones and on chat is to make connections. Second, the ability to care for others and have compassion. And finally, after the training is finished, the ability to commit to one year of volunteer service (a minimum of 250 hours).
People interested in volunteering can easily apply online at the Crisis Centre of BC’s website.
How do you prepare to answer a crisis line? It takes a special kind of training along with courage, non-judgement, and compassion.
Alain Bedard-Gibson sheds light on the volunteer training process at the Centre. He is the Training Manager, and began working with the Centre in 2012. Previous to landing this full-time staff role, he performed a number of volunteer duties, including overnight service delivery and support at the call centre.
Alain currently manages a team of 25 senior volunteer trainers, and runs a unique type of training to ensure new volunteers are well equipped and ready.
A total of 110 hours, this unique training takes roughly four months to complete and is a blended model of both online and in-person. There are ten online sessions, while eight are completed in person. Alain states that “we find there are benefits to having moved the training online, because it offers accessibility. People are able to learn from home, which cuts the commute out.” The live skills training takes place at the Centre. It is here that volunteers begin taking calls or chats, all while being supervised and monitored by a senior volunteer or staff trainer.
Volunteers undergo a mix of inquiry-based experiential learning, observation, and scenario role-play before eventually gaining first-hand experience at the call centre by answering phone calls and chats. Overall, the training aims to prepare these new volunteers to apply skills and knowledge about how to support people’s mental health, and to understand the large spectrum of people’s needs when they reach out for support. Alain says, “The most difficult thing is being able to think objectively and not hold on too tightly to one’s beliefs and attitudes. Confronting perspectives and worldviews can be really difficult, as trainees are forced to take a step outside of what is comfortable.” It is essential to be aware of personal bias when helping people.
Folks getting involved with volunteering are most surprised by the style and how the learning takes place.
Alain says, “It’s framed in a way that the volunteers learn the role and how to learn while in the setting.” This might be foreign to those coming from a formal education where things are more structured. Alain emphasizes that “often we see people come alive by the participatory aspect of this training. It’s not the usual classroom-based lecture and discussion. Right from day one we have volunteers actively engaged.”
There are no prerequisites for the Centre’s volunteer training. Alain states that “in terms of attitudes and beliefs, volunteers are required to have the ability to be open and to support people with different belief systems, customs, cultures, and attitudes. Being non-judgemental with an aspect of care is valuable, but this is more of a quality in a person and not necessarily trainable. We do find there is a shared attribute in people who become volunteers, which is being compassionate and caring towards all humans.”
Alain explains that “in this training, we help people learn and understand what they bring to this type of work. People’s own experiences can be both helpful and unhelpful. Unhelpful in the sense that a volunteer might want a caller to take actions that worked best for them and their own experience in a similar situation. On the other hand, such related experience with a caller may help the volunteer with their compassion and understanding of how to offer support. For example, a volunteer who has had an addiction might be able to be more compassionate and understanding to a caller who is experiencing a relapse.”
With this example in mind, Alain emphasizes how the training teaches that “it is not about us, it is about the caller, which in reality is a very difficult thing to do.” There is also an emotional learning component to the training; this too can be just as challenging. Some people may not have a comfort level readily available to speak to someone who has thought about suicide. However, to be selected to become a volunteer, the Centre makes sure volunteers are capable of offering objective support.
After training is complete, volunteers graduate and begin weekly shifts, some of which could be overnight. There is still continued learning that includes consultations and peer work, which is scheduled at the three and nine-month periods. Alain says, “What is nice about this continued learning is the sense of community because a majority of people are from the same initial training group. It’s another way for volunteers to get a chance to share their volunteer experiences, reconnect, and help each other grow in their roles.”
How does it feel, as a new volunteer, to step into the phone room at the Crisis Centre for the very first time? Perhaps it is a bit overwhelming, and there are feelings of uncertainty about how the day will go.
Adam Shillington, a volunteer since 2017 and now a staff member, shares what a new volunteer might expect on day one.
“The first shift where the training wheels are off and there’s no longer a mentor, a volunteer shows up and starts taking calls or chats with other volunteers in the room, likely peers they have not met before. This could feel like a lot of pressure, but it’s good to know there are people in the room who can assist.”
Adam began volunteering while completing the final year of his psychology degree. His interest in the Centre was inspired by his mother. He says, “I always thought it was cool that she volunteered for a crisis centre back in Edmonton.” It was not until a classmate brought up a conversation about the Centre that he decided to apply as a volunteer. After he was accepted as a Crisis Service Responder and had finished his volunteering commitment, he wanted to stay on with the Centre. He had a conversation with a supervisor and began a senior volunteer role on the training support team. In this role, he provided leadership for new volunteers so they could become more comfortable answering calls or chats. After this experience, he was offered a paid position and joined the staff team. He is now the Distress Services Operations Coordinator and performs more administrational work, which includes creating staff schedules for the call centre.
Adam describes how the staff schedule is created and who can be expected to be present: “The room can be thought of as being staffed in three tiers. First, there will be trainees and their mentor. Second, there are a number of experienced volunteers, and third is the paid staff who can be supportive to new volunteers for daily tasks. There is also the Distress Services Room Support, which is the title given to the person who oversees everything. This person reviews call reports to ensure quality assurance and offer support where needed. They also ensure call flow is balanced, so staff and volunteers can finish their call reports and have a breather. Also, the Distress Services Room Support has the authorization to reach out to interventional support systems in the case of an urgent call.” Overall, a new volunteer added to this tiered staff schedule will ensure that support is available if needed.
Adam emphasizes that in the phone room, “one rule of thumb is that nothing is ordinary.”
Adam says that when getting comfortable in a new volunteer role, “it really comes down to time and experience.” However, he feels confident that the training provided by the Centre is designed to ensure volunteers step into their first day being fully capable. Adam’s number one tip for a new volunteer? “Be open.” He can’t stress enough that “it’s really great to let people know who you are and that you’re new. Also, to keep in mind that the people who are in the room are excellent listeners and a really good resource for support.”
In addition to supporting callers and chatters, building connections and relationships at the Centre is important. This is why the Centre also has an internal chat platform and on-call staff support, so folks can get extra assistance or guidance in responding to an unfamiliar situation. This is to ensure the best response possible for those reaching out for support. In this way, Adam explains that “the learning and training aspect is embedded within the Centre.”
How can a volunteer take the next step to become a senior volunteer?
Lisa Hazlett has been a part of the Crisis Centre since November 2014, when she first got involved and participated in her initial volunteer training. Prior to this, she had been thinking of getting into the helping field and was leaning towards becoming a counsellor. She had already completed her undergraduate degree in psychology and was working in program evaluation in her field.
Lisa was drawn to the Centre because she had the desire to gain experience in front-line work. Her time answering calls led to doing a Master’s in Counselling Psychology at Simon Fraser University. Lisa says, “My work and involvement at the Crisis Centre of BC has influenced who I am personally and professionally. This work is central to who I am today, and getting involved with the Centre changed my trajectory of life and work. Being a part of the Centre is really one way to show up in the world. What I love about the Centre is that everyone comes from different walks of life and holds the same value—to help. There is a real sense of community, being together to do work that’s valuable. It’s a precious thing to give.”
Lisa is now the Centre’s Senior Volunteer Coordinator. She explains that “a senior volunteer is someone who has shown a willingness to re-enter into a new role after completing their first volunteer commitment. This doesn’t necessarily mean they have mastered the art of front-line volunteering; rather, it is showing the potential to support other volunteers and a desire for a renewed commitment as a way to give back, but in a different context.”
Lisa explains there are three different roles for senior volunteers:
- The Interview Team—these are volunteers who interview new applicants wanting to volunteer.
- Volunteer Training Support—this is where experienced volunteers offer support by monitoring new volunteer trainees on their first calls. The duration for each role is typically eight shifts. These senior volunteers offer to coach and debrief on calls to help identify, integrate, and improve the new volunteers’ skills.
- Large Group Observation—here, senior volunteers take calls and new volunteers in training are able to listen in to learn about how these calls are approached. After each call, a debrief of the call is offered to break down the situation and how the caller was supported. This is one way to take the theory of new volunteer training into the context of an actual live call.
When considering a volunteer for advancement, Lisa explains that “it’s really about the quality of the front-line volunteer service delivery.
Sometimes people are not ready and are unfortunately turned down.” Lisa further says, “The biggest thing we see in volunteers who excel is their capacity to do self-reflection and self-evaluation. There is often an awareness of their own process to perform the volunteer work. As well, there is a good understanding of this work and how they can break it down to perform it. I would suggest spending the time to create learning moments for others in the front-line field, too; jump in when needed and help support members of the team.”
Lisa mentions a couple of things that are important to consider when wanting to move into a senior volunteer position.
“A volunteer should think about their readiness and willingness to take on a whole new role and the time it takes to learn and train for it.” She also says, “A good question to ask yourself might be: is my time and energy best served to deliver this service? Also, after the basic volunteer commitment, those who are doing really well on the phone need to assess their value in either staying in that particular role and continuing with their senior volunteering commitment or if they would be better off moving into a new role, again spending the time to train for this and then stepping in to assist with the new volunteers.”