UICUNIVERSITYOFILLINOISATCHICAGOPSCH 386CRISIS COUNSELING TECHNIQUES I:COUNSELING METHODS FOR INTOUCH HOTLINE PARAPROFESSIONALSSpring 2017 call number: 29140Instructor:Robert Ballantyne, Psy.D. (e-mail: [email protected])phone: 312-996-3490Class Location:Counseling Center, Suite 2010, Student Services BuildingClass Times:Tuesdays and Thursdays, 3:30 – 5:20 p.m.Graduate Assistant:Grace Furlan (e-mail: [email protected])Role-Play Supervisors: TBAOffice Hours:By appointment. Contact the instructor or graduate assistant.NOTICE: To notify of class absences, the instructor must have received an e-mail or phonemessage before 3:00 p.m. on the day of class. Failure to meet the deadline will result in anon-excused absence.COURSE DESCRIPTIONThis course is designed to help students develop and apply basic crisis counseling skills. In addition,students are taught about the philosophy and functioning of the InTouch Crisis Hotline at the University ofIllinois at Chicago. Students are introduced to specific common presenting problems for callers, andinstructed on the ethical and procedural guidelines for handling such calls.COURSE OBJECTIVES To introduce students to the basic skills needed to provide crisis counseling services To help students attain an intellectual understanding of the utility of such skills To facilitate students’ ability to provide appropriate referrals in an empathic manner To ensure that students are well versed in the ethics around the provision of such services To increase students’ self-awareness necessary for becoming a competent hotline volunteer, especially in relationto our multicultural world To familiarize students with the procedures for the InTouch Crisis Hotline To educate students about the guidelines for specific kinds of calls To help students understand the etiology and symptoms of presenting concerns common among callers To enhance critical thinking skills so that students may use them to assess callers’ needs To provide a safe atmosphere in which students may practice counseling skills and receive feedback In general, to prepare students to volunteer on the hotline as competent, responsible paraprofessionals1 of 9

REQUIRED TEXTS(1) Ivey, A. E., Ivey, M. B., & Zalaquett, C.P. (2009). Intentional Interviewing and Counseling:Facilitating Client Development in a Multicultural Society (7th Ed.). Belmont, CA: ThomsonBrooks/Cole. ISBN-10: 0495599743Additional Readings:Additional readings, including both handouts and articles will be made available via Blackboard. Students arerequired to bring copies of assigned HANDOUTS to class. These handouts will constitute the bulk of eachstudent’s training manual, which is a necessary resource when operating as a volunteer crisis worker on the Hotline.Students may be given pop quizzes in class on assigned READINGS for the week at various points in the semester.HOTLINE PARTICIPATIONVolunteering on the HotlineWhile it is the hope that each student will progress in such a manner that they are ready to work on the hotline bythe end of the course, enrollment in the course does not guarantee an invitation to volunteer on the hotline.Students must obtain at least a B grade average for this course and receive instructor approval in order towork as a hotline counselor. The instructor will continue to assess trainee’s progress and skill levels beyond thematriculation through the class, and will continue to make further decisions regarding volunteer’s suitability toworking as a crisis intervention paraprofessional.Weekly Listening ShiftsApproximately one month before the end of the semester, the instructor will ask students to sign up for weeklylistening shifts on the hotline. Students will be required to attend one listening shift per week (4.5 hours, 6:0010:30pm) at the InTouch Crisis Hotline to observe advanced liners work. Students must demonstrateprofessionalism and grade B and above in the class as well as receiving approval from the class instructor.MentorshipTrainees (“little-sibs”) will be assigned to a current liner who will serve as a mentor, or a “big sib.” Big-sibs helpto liaison with Hotline administrators and are responsible for determining the readiness of trainees to takesupervised calls. Once the trainee has demonstrated adequate competence in taking calls, the “big sib”, inconjunction with Hotline administrators, will inform the trainee that they are ready to take calls on their own.The length of this process will vary according to the trainee, but it is expected that the average will be in therange of two months.Terms for VolunteersPSCH 386 is a training course for volunteers at the InTouch Crisis Hotline. Thus, students will not be admittedto 386 if they do not plan to work on the hotline after they have matriculated. Trainees are expected tocontinue to work one shift per week for a minimum of eight months following the end of the semester(including summer). Additionally, students are expected to work one weekend (Friday or Sunday night) shiftper month (weeknight shift can be skipped that week). Trainees in the fall semester will be expected to work atthe hotline until at least mid August of the following year, whereas those in the spring semester will be expectedto work until at least early February of the following year.2 of 9

PSCH 387: Students who successfully complete 386 and receive approval to work as a Hotline paraprofessionalbecome eligible to enroll in PSCH 387, which gives students 1 academic credit for their volunteer work whilefulfilling their 8-month commitment to the Hotline. Students can only take PSCH 387 once for credit.PSCH 385: Students who wish to volunteer at the Hotline for PSCH 385 must contact and obtain approval fromRobert Ballantyne, Psy.D. ([email protected]) and/or Luis Salas, MSW ([email protected]). Note: Enrollment in386 alone is not a guarantee that students will be permitted to use the Hotline for PSCH 385.Furthermore, your performance in PSCH 386 may have an impact on your eligibility to register PSCH385. This will be discussed further in class.Ongoing service: Since the training of new hotline volunteers requires the assistance of current liners, we ask thatliners stay on the line into the semester following their required service, in order to take calls and mentor newtrainees until they are ready to work independently. Many volunteers choose to stay on the line beyond the end ofthe commitment period and are encouraged to do so.COURSE STRUCTUREThis course will include lectures and class discussions, reading assignments, written homework assignments,written exams, practical exams, tape recorded role plays, and general role plays. Throughout the semester,lectures will be given mostly in the Tuesday classes, and role-play practice concentrated on the same topic will be inthe following Thursday class. Role plays may be conducted in dyads, triads, small groups, and as a whole class.Students are expected to take notes in class and to collect all handouts distributed. These should then be organizedin a loose-leaf binder, with appropriate section names, thereby creating a personal operating manual for use whilevolunteering on the hotline.GRADING SCALETotal possible points: 1250A 1125-1250( 90%)B 1000-1124( 80%)C 875-999( 70%)D 750-874( 60%)COURSE REQUIREMENTSAttendance, Participation, Professionalism & Punctuality(Points toward final grade: 200, or 16%)Students are expected to actively participate in class discussions and role plays. Participation (e.g., willingness topartake in discussion, alertness, punctuality, preparedness for class) will be evaluated throughout the semester.Quality of participation will be evaluated, with about an equal number of students in each of the followingcategories: A (no deduction); B (15 points deduction); C (25 points deduction); and D (35 points deduction).Any unexcused absences will result in a reduction of your attendance score by 10 points per missed regular classand 20 points per missed mandatory class. After 3 excused absences, all subsequent absences will be treated asunexcused absences, with a deduction of either 10 or 20 points per missed class depending on whether the missedclass is regular or mandatory (see below). To have an excused absence, students must e-mail or, lesspreferably, leave a phone message for the instructor before 3:00 p.m. on the day of the class missed). Ifyou are concerned that your email program may routinely not send messages properly, then it is best to call theCounseling Center at (312) 996-3490 and leave a message for the instructor.Pop Quizzes: To help hold students accountable for weekly readings, there may be pop quizzes at different timesduring the semester about the readings for the week. Any answers that students get incorrect on pop quizzes will bededucted from their overall 200 points toward attendance and participation.Punctuality: Points will be deducted proportionate to the degree and frequency of each student’s tardiness to class.**Extreme tardiness or early departure from the class will be considered as an absence for that class period.**Overall professionalism is expected during class and role plays, as well as during listening shifts and listservcommunications. Points will be deducted if student shows a lack of professionalism.3 of 9

Mandatory Classes: Missing any of the 16 mandatory classes (indicated by the symbol in the class outline)leads to a heavier deduction: 5-point deduction for an excused absence, and 20-point deduction for an unexcusedabsence. If the student has attended all mandatory classes, he/she will receive a bonus of 10 points.Furthermore, when a student attends ALL classes, the student will be rewarded with an additional 5 points.Regular ClassMandatory Class ( )10-point deduction20-point deductionExcused absence(up to 3 times)no deduction5-point deductionExcused absence(4 times or more)10-point deduction20-point deductionna10 point bonus if attended all 16“ ” classesUnexcused absenceBonus points (Mandatory)Bonus points (All)5 points bonus if attended all (both regular & mandatory) classesHomework(Points toward final grade: 100, or 8%)In addition to reading, written homework will be assigned and collected. It will be collected during the followingclass period, evaluated, and redistributed with comments. Homework is evaluated for proficiency in basiccounseling skills. For each homework assignment, the following grades are given: A (25 points), B (20 points),C (15 points), and D (10 points). A deduction of 5 points will be made for each business day that theassignments were late, with a maximum of a 20 point deduction. Students must bring their homework to the classon the day of the deadline or email to the instructor by 3:00pm on the day of the class.Homework Re-do: For students whose homework needed improvement, a re-do is an opportunity to turn in a revision andmake up some (not all) of the lost points. Homework rewrites are due during the next class, or no make-up points can beearned.Skills Demonstration(Points toward final grade: 100, or 8%)Some of the areas assessed are willingness to participate, to take risks, to hear constructive feedback, to providefeedback to others when appropriate, and to integrate knowledge as demonstrated by the development of skillsover the course of the semester. Specific skills of importance are: empathy, appropriate use of questions, accuratereflections of feelings and paraphrasing of content, assessment of need and danger, choosing an appropriateintervention given the presenting concern, and making appropriate referrals. Students are expected todemonstrate these skills during weekly in-class role plays. Written and numerical feedback will be provided tostudents regarding their progression 2-3 weeks before the end of the semester. Furthermore, students are expectedto take at least one call during their last two weeks of listening shift (see “Outline of Class Contents andAssignments” to find the deadline of evaluation). Shift supervisor must listen to student’s call and provide formalwritten evaluation on that call.Role-Play Midterm Exam(Points toward final grade: 250, or 20%)A mid-term practical exam will be administered in order to assess students’ progress utilizing counseling skills.Students will be asked to turn in a tape recording of a ten-minute role play, which takes place under observationof the instructor and Graduate Assistant during a class period, accompanied by a transcription indicating areaswhere the student is proud of a comment and why, as well as where the student could have done somethingdifferently and why. A deduction of 20 points for each day past the due date will be made for late transcripts.Students must make every effort to take the midterm exam as scheduled, and no make-up exam will beoffered.4 of 9

Special Projects(Points toward final grade: 100, or 8%)Each student will propose and complete small projects relevant to the needs of the InTouch Crisis Hotline and thestudent’s development. In past semesters, activities for the projects have included outreach activities for thehotline that involved promoting the hotline to other UIC students in order to attract and recruit prospective liners.The projects must be approved by the instructors. The quality of the projects will be evaluated using thefollowing terms: A (100 points), B (90 points), C (80 points), D (70 points), and F (60 points). Failure tohonor one’s commitment to a class project (e.g., did not show up for an outreach event agreed upon by the wholeclass) will result in a deduction of at least 25 points.Alternative Special Project: Instead of activities, students may opt for writing a 10-page double-spaced academic paper thatreviews a clinical issue related to telephone crisis intervention. The topic of the academic paper must be approved by theinstructor first (including any change you may make after proposal was submitted). Both the proposal and the actual papermust be submitted following the same time line as other special projects.Getting Connected with the InTouch Crisis Hotline(Points toward final grade: 25, or 2%)Students will be given instructions to become members of the InTouch Listserv so they can receive e-mailmessages communicating relevant issues about the hotline. Points will only be received if student signs up forthe listserv by the deadline noted on the syllabus. A deduction of 5 points will be made for each business day thata student fails to sign up, with a maximum of a 20 point deduction.Written End-Term Exam(Points toward final grade: 250, or 20%)The “end-term” exam assesses the student’s level of basic counseling skills and knowledge about specific topicscovered in class. There will be about 35-40 questions to which students give short answers. Students cannotconsult textbooks or notes during the exam, which will be limited to 2 hours. Fewer than 10% of the questionswill cover topics from Ivey & Ivey’s book and materials before the midterm exam. The remaining questions willbe topics discussed in class and handouts. Students must make every effort to take the end-term exam asscheduled, and no make-up exam will be offered.Role-Play Final Exam(Points toward final grade: 200, or 16%)The final role play will be in the form of crisis intervention on the telephone. Students will be expected todemonstrate assessment and problem-solving skills as well as basic counseling skills and professionalism, theability to intervene appropriately, and select appropriate referrals for the caller who is role-played by a currenthotline volunteer. Note: the final exam is some time during finals week; the exact time and date will beannounced as University announces the final schedule. Students must make every effort to take the final roleplay exam as scheduled, and no make-up exam will be offered.Clinical Documentation: Contact Report (CR) Write-up(Points toward final grade: 25, or 2%)Students will be instructed on how to write a report of a typical crisis call on the Hotline. During their listeningshifts in the last month of the semester, trainees listen to the incoming calls that volunteers receive, and documentthese calls on Contact Reports (CRs). Of these CRs, students select one that is complex and challenging, andthen copy it (with the caller’s identification removed and modified) to submit as a project. If the CR is turnedin past the deadline, a deduction of 10 points will be made for each business day overdue. A deduction of 5points will be made for each business day that the CR was late.5 of 9

OUTLINE OF CLASS CONTENTS AND ASSIGNMENTSThe “ ” symbol designates mandatory classes. (See above for details on penalties and incentives for mandatory classes)RP Role-Play PracticeWkDateTOPIC & READINGIntro and Overview of the Class1T: 01/10 R: 01/12 2T: 01/17 Getting to know each otherCounseling Skills 1: Basic AttendingRead: Ivey chaps. 1 & 3Blackboard: Lester & Rogers (2012) Chap 94Counseling Skills 3: QuestionsCounseling Skills 4: Encouraging, Paraphrasing,SummarizingRead Ivey chaps. 4 & 6 Deadline: HW #1 and 2 Deadline: Acknowledgement of SyllabusContentCounseling Skills 6: Working with FeelingsCounseling Skills 7: EmpathyRead Ivey chaps. 7 & 8 HW #3 handed outR: 01/26Role Plays #2 Deadline: HW #3Counseling Skills 8: ConfrontationCounseling Skills 9: Helping People ChangeRead: Ivey chap. 9 Brief review for mid-term examT: 01/31T: 01/24 T: 02/07 R: 02/09 6 HW #1 and 2 handed outRole Plays #1R: 02/025Please print and bring course syllabus to theclass.Counseling Skills 2: Cultural IntentionalityEthical Issues in Clinical WorkRead: Ivey Chap 2Blackboard: Hays (2001), NASW Code of EthicsR: 01/193BUSINESST: 02/14 Sign up for mid-term role-play Explain Special ProjectBlackboard: Miller & Rollnick (2002) HW #4 handed outRole Plays #3 Deadline: HW #4ROLE-PLAY MID-TERM EXAM:Audio taped & observed 10-min role play of face-toface non-crisis counselingSelf-Care as a CounselorCrises of Lethality, Part I: Suicidal CallersBlackboard: Hayes (2013); Lester/Rogers Chap 4, 5, 6 Reminder: Mid-term transcriptStudents will have time to meet to discussSpecial Project in class.Crises of Lethality Part II: Suicide & HomicideBlackboard: Lester & Rogers Chap 20, 35Hardwick (1996); Hillbrand (2001)6 of 9 Deadline: Proposal for Sp. Project

PSCH 386: Outline of Class Contents and Assignments (cont.)Wk67DateR: 02/16 T: 02/21 R: 02/238T: 02/28 R: 03/029T: 03/07 R: 03/09TOPIC & READINGB U S I N E SSRP 1: Suicidal and Homicidal Callers Deadline: Midterm exam transcriptCrises of Victimization: Child & Elder Abuse;Reporting to Protective ServicesBlackboard: Lachs (2004); Gushurst (2003); IllinoisDCFS Flowchart (2010) Distribute Special Project materialsRP 2: Child & Elder AbuseSeverely Disturbed Callers:Severe Cognitive Disorders, Chronic MentalIllnesses, Substance AbuseBlackboard: Lester & Rogers Chap 14 & 15; Prochaska(1992); Tatarsky (2003) Shift coverage explainedRP 3: Severely Disturbed Callers;Callers with Substance Abuse Issues Hotline Office TourTrauma: Domestic Violence & Sexual AssaultBlackboard: Herman (1997): Ch 2 (Terror) and Ch 3(Disconnection); Wilson (2006): Ch 1 and 2RP 4: Callers Who are Victims/Survivors of DomesticViolence & Sexual AssaultSign up for listening shift preferences inclass Instructions for signing up for the InTouchListserv Distribute & collect liner’s contact Info10T: 03/14 Crises of Loss/Grief and SpiritualityClinical Documentation: Contact Reports (CR’s)and Providing Referrals to CallersBlackboard: Worden (2002); Carpinello (2004) Listening Shifts assignment distributed Get Building Access Authorization Deadline: Special Project Report1112R: 03/16RP 5: Callers with Loss IssuesT: 03/21SPRING BREAK – NO CLASSESR: 03/23SPRING BREAK – NO CLASSEST: 03/28R: 03/30 Deadline: Signing up for the InTouchListserv is todayAnxiety Issues & Sexuality ConcernsBlackboard: Bourne (2005) Chap 1 & 4;Nichols (2006); Center for Disease Control (2009)RP 6: Callers with Anxiety;Callers w/ Concerns about STIs7 of 9*Listening Shift begins*

PSCH 386: Outline of Class Contents and Assignments (cont.)Wk1314TOPIC & READINGDateT: 04/04 Gay, Lesbian, Bisexual, & Transgender Callers;Callers with DisabilitiesBlackboard: Matthews (2007); APA (2006); Olkin(2007)R: 04/06RP 7: Working with GLBT Callers;Callers with DisabilitiesT: 04/11R: 04/1315T: 04/18R: 04/2016B U S I N E SST: 04/25 R: 04/27 Finals Week(during the week of May1-5) Written EvaluationChallenging Calls: Personality Disorders, DifficultCallers, Exploitive Sex CallersBlackboard: Lester & Rogers Chap 13, 16, 17, 18, 19RP 8: Challenging Callers & Final PracticeDeadline: Contact Report (CR) Write-upSign up for the final exam role-play timeslot Written EvaluationRevisiting Past TopicsWrap-up and Pizza PartyReview for Final ExamsIn Class Role Play Activity WRITTEN FINAL EXAMDeadline: Evaluation of listening shiftcall by a shift supervisorROLE-PLAY FINAL EXAM: Observed 10-minute role-playof telephone crisis interventionIf class was cancelled for some unforeseen reason (e.g.,snow day) and class scheduled was pushed, then WrittenFinal Exam may be moved to final’s week.**January 20, 2017 is the last day to complete late registration; last day to add course(s) or make sectionchanges; last day to drop individual courses via student self-service without receiving W on academic record.Last day to submit withdraw from term request via student self-service and receive 100% cancellation oftuition and fees.8 of 9

Acknowledgement of Syllabus ContentI have read and understand the course syllabus for PSCH 386: Crisis Counseling Techniques I at the Universityof Illinois at Chicago, which is being taught by Dr. Robert Ballantyne. I hereby agree to the terms stated in thissyllabus.Student Name (Printed)Student SignatureDate9 of 9

Robert Ballantyne, Psy.D. ([email protected]) and/or Luis Salas, MSW ([email protected]). Note: Enrollment in 386 alone is not a guarantee that students will be permitted to use the Hotline for PSCH 385. Furthermore, your performance in PSCH 386 may have an impact on your eligibility to re