4 outcomes of a call?
Although calls are unscripted, there are 4 outcomes that support specialists are trained to identify and escalate if needed.
In some cases, a warm hand-off may be needed. This is a 3-way call to the appropriate agency to introduce both the caller and the center’s staff to make the process of seeking additional resources smoother on the caller.
1. Crisis intervention
2. Refer to 24-hour treatment
3. Refer to community resources
Some callers may need community resources like homeless shelters, a religion-based recovery program or need information on how to locate the nearest related group (e.g., Alcoholics Anonymous).
4. Peer engagement and rapport building
The PSS agent will focus on building rapport with the caller.
By listening attentively, the PSS agent can help to guide the conversation and help the caller make realizations about their struggles.
More importantly, the PSS agent can become a support system outside of their friends/family/etc that actually listens to them without judgment or misunderstanding.
The PSS agent will invite the caller to call back.
Getting Started is Easy!
Free 15-day Trial
Try out our service for 15 days in your treatment protocol. It’s easy!
When you sign up by simply completing the form to the right, you will be issued a toll-free number and a unique PIN. We will email you a temporary card for you to print out and distribute to your patient(s). At the end of the 15-day free trial, you will receive a detailed report of the interactions with your patient(s).
After you become a partner, we will issue several business-sized cards with unique PIN’s that you will issue to your patient(s). Because our calls are anonymous (first name basis), you should record the PIN-patient combination to check on your patient’s progress.
The role of a peer support agent complements but does not duplicate or replace the roles of therapists, case managers, and other members of a treatment team.