Working With Difficult Interactions
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- Navigate this page:
- Chronic Callers Make Me Feel Trapped
- Chronic Callers Make Me Feel Like a Failure
- Chronic Callers Are Crazy
- Why Don’t They Do Something…Anything!
- Chronic Callers Are Different
- I Can Change This Chronic Caller
- WHY DO WE LET THEM CALL
- Because Sometimes Even Chronic Callers Need Help
- Because It Makes It Easier to Work with Them
- MODELS FOR WORKING WITH CHRONIC CALLERS
- Chronic Callers Do Not Exist
- Don’t Engage Anymore Once Identified
- Agency Dictated Contact Policy
- Interactive “Let’s Talk About Your Calls”
- HOW TO MAKE YOUR STAFF AWARE OF WHO IS A CHRONIC CALLER
- Support System and Strengths
- Plan (Limit, Focus and Rational)
- HOW TO INTERACT WITH CHRONIC CALLERS WHEN ESTABLISHING POLICY
WORKER FRUSTRATIONThat Chronic Callers create negative feelings in Crisis Intervention Workers is a fact. Feelings of frustration, anger, inadequacy, resentment, helplessness are frequently expressed by hotline Workers when they talk about Chronic Callers. This does not say anything negative about the Workers or their skills. It does say that their feelings are generated not by what they are doing but what they sense is being done to them. The following are some of the reasons cited by Workers for their unhappiness with Chronic Callers
It is easy for the Worker to feel trapped by the Chronic Caller. We don’t have the luxury of selecting which calls we are going to answer. When someone contacts us and asks if they can talk to someone our usual response is to say. “You can talk to me”. Saying that leaves us no easy way out of the interaction once we realize we are talking to a Chronic Caller. Adding to the frustration is that we know that the Caller knows we “have” to talk to them. The phrases, “Well your there to help people” or “You have to talk to me” come to mind. It is reasonable in such circumstances for Workers to feel not only frustrated but also angry.
Let’s be realistic. People don’t become Crisis Intervention workers because they want to become millionaires. We enter the field because we want to help people. When we have interactions where we can see inquirers receiving the services they need we feel good. With the Chronic Caller the worker feels robbed of this opportunity to feel good and anger and frustration ensue. Another side to the failure issue is that the worker, feeling trapped by the Chronic Caller, feels they are failing the Callers who can’t get through while they are on a call which they see to be unproductive. This is a double whammy.
Another reality is that most Chronic Callers have a psychological diagnosis. While our Workers are quite capable of providing for the needs of most of their Callers they are frustrated with thee Chronic Caller because they feel their skills are not equal to the task. A sense of inadequacy sets in which adds to the frustration and anger.
A frequently mentioned frustration with Chronic Callers is their inability or seeming lack of desire to change. They refuse to, or can’t, take the simple steps to improve their lives that seem so obvious to us. In short we see them as resistant. The Crisis Intervention Worker can clearly see what has to be done to effect change and can’t imagine the Caller wouldn’t take those steps.
Another frustration is encountered when we deal with the Chronic Caller who does not seem to agree with generally accepted values, beliefs, and priorities. It is interesting that our workers will deal effectively with Callers whose value system is not congruent with theirs but when they are confronted with a Chronic Caller who constantly reminds them of the difference they become resentful.
There are Workers who will feel that they have the skills needed to move a particular Chronic Caller to a higher functioning level. It is possible that in some rare cases this does occur. But in the majority of instances all it leads to is a frustrated Worker and a more strongly bonded Chronic Caller. What is interesting about the listed frustrations is they all stem from judgements we make about this category of Callers. It is not so much what the Callers do to us but what we think and feel about what they do. We do not have real control over the actions of Chronic Callers. We do, or should be able to, have control over our reactions to them. So a sound first step in trying to work with Chronic Callers is to work with our staff regarding their feelings about such Callers and the skills they can develop to address those feelings. WHY DO WE LET THEM CALL? So with all this negativity surrounding the issue of Chronic Callers why not just refuse to talk to them. Case Closed. Done Deal. But it is not that easy as we will see in the following.
Simply because of the nature of our services and our advertising we invite people to contact us. Even if we make it known we only serve a specific cachment people outside tar cachment will call and we will refer them on to a more appropriate agency. We don’t say that we will only talk to a Caller a certain number of times or length of time. Also, until a specific call pattern is ascertained we don’t consider limiting contacts.
Short of blocking their calls there is no effective way of stopping a particular Chronic Caller’s contacts. Call blocking can be effective but what if the Caller is calling from a payphone that means other inquirers will not be able to access your service. Also, some Chronic Callers have changed their numbers to combat the block or will use other phones.
There are times when the Chronic Caller’s usual method of presentation will change. This is a good indicator they are in need of help with a current situation. Experience has shown that assistance offered at such times is readily accepted and followed through with. However, once the situation is resolved the accustomed pattern of contact is restored. This raises the question about denying an individual services when they are in need just because past behavior has led us to not want to talk to them.
Making policy that certain Callers can’t call your agency can be somewhat effective but it can also lead to game playing. It is not unusual for a Chronic Caller who has “banned” from a hotline to change their contact pattern, story, and presentation which leads to confusion and a new beginning to the contact cycle. It also models negative behavior for the Chronic Caller in that it demonstrates deception can have its rewards. ****Exception to the Rule**** In the case of a Chronic Caller who is threatening or abusive it would be reasonable to no longer engage them or block their calls. By allowing them to persist in the maladaptive behaviors of making threats or being abusive we foster the behavior by rewarding them with the ability to contact us at will. This neither helpful to the Caller nor the hotline. However, keep it in mind that blocking the calls does not necessarily mean you will not hear from the Caller again. Also in cases of severe threats or abuse there may be legal action available to you but such decisions should be handled on a case to case basis. MODELS FOR WORKING WITH CHRONIC CALLERS Most agencies have specific policies (Models) regarding Chronic Callers. However, the number of times the issue is bought up or asked to be addressed indicates that we are not satisfied with what we have in place. The hope is that there is one single Model that will solve the problem and Chronic Callers will go away. Sorry, but that is not going to happen. The best we can hope for is a Model or combination of Models that will address the situation in such a manner as to make the contact manageable. Some Models are:
This is alternatively called the Altruistic Model. While it is based on the principle that helping agencies exist to help any and all inquirers it denies the fact that such Callers do exist. While we may feel we are serving them appropriately by allowing unlimited access we may, in fact, be doing them a disservice.
In this model we admit there are such Callers but don’t address the issue assertively. The helpfulness of this model to the Caller is questionable as it has the potential for the workers to interact with the Callers in any manner the see fit. Some will willingly “work” with the Chronic Callers while others will opt not to not be so understanding. This inconsistent re-enforcement is not beneficial to the Caller who receives a mixed message about their contacts. This inconsistency leads to game playing and worker frustration. This is the simplest Model to put in action but it does have drawbacks that we have already discussed. There is also the risk that a non-Chronic Caller may be identified as a Chronic. The potential for this to happen might be low but that it could happen at all is something we would want to avoid.
Many agencies, once a certain Caller is identified as Chronic, will establish guidelines for interacting with that Caller. Quite often this is a decision by the agency administration with input from the staff. An agreement is made as to the most effective (expedient?) method for working with the Caller in question and a policy is instituted. When the Caller next calls they are informed of the policy. This can be effective but the fact the Caller is not involved in the process can create problems. Major among these problems is the Caller may see this action as something being “done to them”. The life situations of many Chronic Callers make them feel they are not in control of their lives. Making contact policy without the Caller’s involvement will most likely make them angry and they will act that anger out. Usually that acting out takes the form of abuse of the hotline that will eventually subside but is not helpful while it is happening.
The basis for this Model lies in the fact that the “Warm and Fuzzy” feeling the Caller receives through their repeated contacts can interfere with their reaching out to a more appropriate resource to resolve their situation. While not being able to contact the hotline may induce some Chronic Callers to get the longer-term assistance they need others will refuse. Then you are either stuck with Model #1 or are back to square 1.
This is a variation of the No Therapy – No Contact Model that addresses the Caller who is already in therapy. Those Callers who have become Chronic are asked to arrange for their service provider to contact the agency to discuss the Caller’s contacts and develop a plan that would benefit both the Caller and the Agency. There are even cases where the therapist will request the agency not allow the Caller to contact them as the contacts are interfering with the therapeutic process. There are issues of confidentiality involved with this Model but it is surprising how many Chronic Callers and therapists actually agree to such a process.
This Model is very “High Touch” in that it makes the Caller a participant in the establishment of a contact policy. In this Model the Caller is told that the agency is aware of their Chronic Call pattern. It is further explained that in order to continue calling they will need to speak to an administrator about their calls as well as the need to establish a plan that will meet the needs of both the Caller and the agency. Generally by time this step is taken the agency will have a good understanding of the Caller and their issues. While some Chronic Callers will refuse to partake in the process the majority does, in fact, comply. When the Caller is connected with the administrator it is explained that the agency is aware of the many contacts by the Caller and how those repeated contacts preclude others from contacting the hotline. It is also explained that the repeated contacts indicate that the Caller’s needs may not be being met. While the interaction is an empathic process where the Caller’s feelings are reflected and validated it is also very focused on establishing a contact policy (that has, admittedly, already been decided on by the agency). What makes this Model successful is that the Caller feels they are part of the policy making process and they appreciate the honesty and candor with which the policy is presented. They feel they are “doing” something as opposed to something being done to them. It also sends a message that contacting the agency is a privilege. This understanding is important because the Caller will tend to adhere to the policy rather than risk losing the privilege. Usually the process is completed in the one call but sometimes it may take several contacts especially when it has been determined that therapy or a therapist contact may be required. In the rare case where the Caller opts not to participate the options are to let things continue until they are ready to do so or to go with the No Contact Model. There is at least one agency that has used this Model with an added twist. When policy is made regarding a specific Chronic Caller they offer that instead of the Caller contacting them they will contact the Caller. This works out well because they can schedule the contacts for when they are best staffed. They also use it as a training tool for new workers who may not be 100% ready to answer the hotline itself. It affords the new workers an opportunity to develop the skills they learned in training without the stress and anxiety of not knowing what kind of call is coming in next. For this agency this program then evolved into a respite service for the elderly and homebound. HOW TO MAKE YOUR STAFF AWARE OF WHO IS A CHRONIC CALLER? This is not as hard as it might seem. Experience has shown that the hotline staff is generally well aware of which Callers are chronic even before they are formally identified as such. The following system can be effective in making sure all staff, new and old, is aware of which Callers are Chronic. The system has five components which are described below:
This component lists the name of the Chronic Caller or the alias the staff recognizes the Caller by and other basic information you would track for any other Caller. One notable addition would be a place to note the time and date of the Caller’s last contact.
This is a brief description of the Caller including their basic story-line, identifying characteristics such as accent, frequently used phrases, or anything in their presentation that makes them stand out for your other Callers. (Note: If you set up the system on your computer system you can arrange to do a keyword search that will permit Workers to enter information about a suspected Chronic Caller and the search will display a list of Chronics fitting the search.)
This is an in-depth narration of the contacts the Caller has had with your agency. This is helpful to have as it allows the worker to know the Caller’s “story” in detail. Having this knowledge is helpful in two ways. First, it allows the Worker to focus the Caller on current issues without having to rehear the whole story. Secondly, it will allow the Worker to note any changes in the Caller’s situation that Caller may need actual assistance with.
While the Chronic Caller generally does have the same issues to present call to call this section will review what those issues are and what the Caller is doing (or not) to address them. As, or if, the Caller’s issues change this section should be updated.
This section will detail what supports the Caller has. This could include any counselors, churches, support groups, parents, siblings, pets…in short anything the Caller uses to cope or stabilize themselves when times are tough. Also, Chronic Callers do have certain internal strengths they use to get on in life such as hobbies, pastimes, prayer or even other difficult situations they have survived in the past.
This is where the Worker would learn about what policies the agency has taken regarding the particular Chronic Caller in question. Establishing contact policies involves both a “Limit” and a “Focus”
Another aspect of Limit and Focus has to do with the propriety of a Caller’s contact. Callers who exhibit inappropriate or abusive behavior will be told what behavior is and is not acceptable when they are informed of their contact policies. Should the caller choose to be inappropriate the behavior will be pointed out to them and they will be given an opportunity to behave appropriately. If the behavior continues the call will be ended promptly and respectfully explaining they are not behaving acceptably. Inappropriate calls count toward Limit totals.
The clarity with which this system allows Chronic Callers to be documented and identified goes a long way in reducing Worker stress in coping with Chronic Callers. It allows them to be certain in their identification of the specific Caller and provides them the background they need to interact with the Caller in a focused manner. Once policy for a Chronic Caller in instituted it is just as important for the staff to adhere to it as the Caller. Believe it or not some staff members get “attached” to certain Chronic Callers. They may see the institution of policy as a punitive action and will be resistant to following the policy. In other cases certain staff may feel the policy, or any policy that allows contact, is not appropriate and will hesitate to follow the installed policy. To ensure staff compliance help them understand the reasons for the policy and any conditions attached to it. It also helps to explain the process the administrator and Caller engaged in so the staff can see the decision was mutual and the policy was instituted to benefit both the Caller and the agency. Consistency of Worker enforcement of policy is important to the Caller as it helps them to remain compliant. In fact, there will be time the Chronic Caller will remind the Worker of the policy. For example, if the Limit includes a time limit of 10 minutes and the interaction goes over the limit the Caller will remind the Worker of the fact and voluntarily end the call. It is also important to remember that Chronic callers, just like any other person, can have situations that occur that will place them in crisis or in need of some kind of assistance. This places us in the situation of having to determine if their presenting situation is part of their defined chronic behavior or an actual need. Remember that our definition of a Chronic Caller states they are consistent in their manner of presentation and content. Any appreciable change in either of these criteria can indicate the particular Chronic Caller has entered a crisis. It is this situation we will define as “Immediate Need”. When a Chronic Caller is in Immediate Need we will treat them as a regular inquirer. We will offer them the full complement of our skills and resources. We can use Phelix as an example. In past calls Phelix has spoken about his worry of what would happen to him should his mother die. In the event this should happen, this situation would not be part of his defined profile. This would be an Immediate Need for Phelix. We would work with him to resolve his situation and refer him to appropriate assistance. Once the situation is resolved Phelix would be spoken to about going back to his contact policy. Should the situation become long-term (chronic) it would then become part of his profile and a new policy would be instituted. This would be explained to him and we would work with him accordingly. HOW TO INTERACT WITH CHRONIC CALLERS WHEN ESTABLISHING POLICY The first thing acting in your favor is that you will probably not be the first hotline seeking to establish a contact policy with the Caller. Very few Chronic Callers utilize one hotline to meet their “needs”. It will surprise you the number of times Chronic Callers will wonder why it took you so long to take the step. When addressing policy with Chronic Callers it is very important to remember your active listening skills. They are the only tools you possess to overcome the resistance the Caller will have to establishing policy. Empathy and reflective responses will allow the Caller to feel they are part of the process and they are being heard. Also keep the discussion focused on the Caller and their needs. They will sometimes try to shift the focus to you or back to their situation. Maintain the focus of the interaction on the task at hand. However, being empathic does not mean lack of focus. Focus is very important. Plan ahead of time how you would like the interaction to go. Try to anticipate possible areas of resistance the Caller will have and practice responses. If they start to reiterate their “story” explain to them that you are aware of it and offer a succinct synopsis of it. Then explain that the purpose of your current interaction is to address their frequent contacts and how it is affecting your agency. You can then segue into how it can be so frustrating to constantly call and have nothing change. If you get the ever popular “talking is good” argument you will want to ask them to explain how it is good. You would then go on to expand on the talking is good piece by adding that talking with the goal of change is preferable to simply talking. Allow the Caller to tell you what they think would be fair. If they come up with something that you could both agree to (they sometimes do), go with it. This way when, in the future, they object to the policy it can be explained it was their suggestion. If the suggestion is not acceptable tell them what it is you want to see happen and why. It may be necessary to mention that the other option is that they will not be allowed any contact. This also a good time to address the issue of therapy or having their therapist contact you regarding their calls. This can be explained by pointing out that by either having more people working with the Caller or by working in concert with their service provider they will be able to use their time with your agency to greater advantage. These interactions are not the easiest to accomplish and they do require someone with confidence in their skills but with practice it becomes easier. Interestingly, the Caller will usually work with you in establishing contact policy, because they do not want to risk loosing the privilege of being able to access the line. Directory: files -> public public -> Chris Young sets 2016 “I’m Comin’ Over” Tour headlining dates public -> Table of Content forward introduction public -> Acknowledging using our iris-related facilities and Data as of December 2013, updated July 2014 public -> Theology beacon dictionary of theology public -> Preparation of Papers for ieee transactions and journals public -> The year in bankruptcy: 2009 January/February 2010 public -> Rehabilitation Engineering Research Center for Wireless Technologies Georgia Institute of Technology public -> Rhonda M. Medows, md, Commissioner public -> Housing Counseling Research in Chicago Download 247.24 Kb. Share with your friends:
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