Dustin K MacDonald

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Tag: management

Setting Limits and Boundaries with Callers

Posted on February 28, 2017November 25, 2018 by Dustin

Introduction Setting limits with Helpline callers is one of the most difficult tasks for a new helpline worker to master. It may go against a volunteer’s nature for them to be required to end calls with callers who still feel they need support or to set limits with callers who may be struggling with mental…

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Starting a Crisis Line or Hotline

Posted on January 25, 2016November 25, 2018 by Dustin

Introduction Update: May 22, 2017 Please see Ultimate Guide to Starting a Crisis Line for a much more comprehensive treatment of this same topic! Do you want to start your own suicide hotline, crisis line or helpline? This is an extremely ambitious and admirable goal and I admire you for thinking about your community! Thousands of suicide…

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Developing a Risk Management Program for Your Helpline

Posted on April 1, 2015November 25, 2018 by Dustin

Importance of Helpline Risk Management Risk management is the process of assessing and taking steps to mitigate areas where things that might go wrong in your organization. While we all hope that nothing would ever go wrong, it’s important that we are not caught blindsided. Some of these issues are within our control (e.g. helpline…

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5 Unconventional Ways to Market Your Helpline

Posted on February 14, 2015September 12, 2019 by Dustin

Helplines are a strange beast: if their utilization is high, one can assume that either the community is really in need of their service and they deserve more money. On the other hand, if they are effective at diffusing crises, one might see their usage drop as fewer people in the community need them. Most helplines,…

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Keeping Your Helpline Workers On Task

Posted on February 3, 2015November 25, 2018 by Dustin

There are a number of tools that can be used to monitor workers on your helpline. While we all want to believe that workers will do everything they are supposed to do, sometimes people can find themselves falling below the standard you’ve set. Whether workers are using computers to access websites unrelated to the business…

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