This manual trains volunteers in operating the Victim Assistance and Crisis Line of the Sojourner Truth Center in Caruthersville, Mo.
The Victim Assistance and Crisis Line will provide the following services: a 24-hour crisis line staffed by trained volunters, rape victim support, emergency problem solving and referral to other agencies, adult or child abuse support, and help for individuals needing to talk to someone. The role of and procedures to be followed by volunteers handling calls on the crisis hotline are delineated, and telephone and counseling skills are discussed. The manual describes phone and intake procedures, necessary communication and crisis intervention skills, problem solving and behavior change methods, and methods of handling crank calls and calls from bereaved persons or persons under the influence of drugs. The referral process is also discussed. Sexual assault terms are defined, and methods of crisis intervention with victims of rapes, including child rape victims and their families, are delineated. An overview of family violence and the four types of domestic abuse is included, as well as some statistics on this type of violence and tips on telephone counseling. The characteristics of psychiatrically disabled clients and methods of dealing with them are discussed, and suicide terms are defined. The warning signs of suicide are described, and counseling methods are mentioned. Ways the volunteer can deal with frustration experienced on the job are also noted. Sample forms, volunteer information and application, suggestions for those closest to rape victims, and description of the Adult Remedies Bill (S.B. 524) are appended.