Telephone counselling

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A model for helping over the phone

The following model is offered as a guide to working in a purposeful, effective way with callers over the phone. It is based on establishing and maintaining a supportive counselling relationship. It focuses on constructively working with the caller to respond to their feelings and address their immediate concerns. It ends by facilitating links with ongoing support after the call.

• Establish rapport - provide support
• Engage the person who has the problem (don't just address the problem the person has).
• Attend to and contain the caller's feelings and distress.
• Contain anxiety.
• Avoid premature problem solving and advice giving.

Build a clear picture of the problem in context

Here the focus needs to be mainly on the present.

• Why did they call now?
• What's the situation (briefly)?
• Who else is in the picture as part of the problem, or potentially, its management or resolution?
• Avoid getting too bogged down in history.
• Focus on how past events or experiences are affecting the current situation.

Assess your helping role:

• Are safety issues at stake?
• What is the caller expecting from the call?
• What most needs attention now?
• What aspects of the situation are you qualified to deal with?

Negotiate a realistic agenda for the call

Be clear about your role and what you will/won't, can/can't do.

Work together to address caller's concerns

• Address any safety needs first.
• Work toward an achievable goal.
• Clarify/provide options for ongoing resources and supports.
• Provide referral information as needed.
• Explore options.

Decide on an action plan for next steps

This plan may include a relatively simple immediate task.

Clarify next steps. This may include:

• Considering or implementing options arising from the call.
• Phoning a friend or referral.
• Clarifying ways of seeking ongoing support.

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Disclaimer Copyright Updated: 6 Oct 2009