Guidance for first point of contact
- People contacting the Centres and the Advice Line will have diverse queries and come from a broad range of groups in the community and from around Australia.
- Some people will contact with a specific query, seeking information which you will be able to provide.
- Some people may have found it difficult to contact the service. Their concerns could range from a reluctance to seek help, to fear that what they wish to disclose will be embarrassing or even dangerous for them.
- It is critical that staff at the first point of contact establish a rapport with the client which demonstrates that you:
- will understand what they are saying
- understands the importance to the caller of what they are disclosing
- will be empathic and not be judgemental, and
- will be able to offer help to deal with the issue/s either directly or by referral to others who can help.
- The client’s initial request for information, advice or assistance may not be comprehensive. Some client’s may be reluctant to disclose some issues – particularly safety issues such as domestic violence, child abuse, and/or intentions of self harm – until or unless they gain confidence in the person to whom they are speaking.
- The client may not be willing to disclose information unless asked about it directly – particularly on safety issues (and especially on suicide intentions).
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Privacy and confidentiality
- Clients must be given comprehensive information about the privacy and confidentiality provisions before they disclose information about themselves or others.
Safety and freedom to speak
- Early in a conversation a check can be made that it is safe for the caller to speak. For example:
Is it safe for you to speak with me at the moment?
- While it is important to screen for safety and assess for need at an early stage in people’s contact with the Centres and Advice Line, this must not be done at the expense of establishing rapport. Questions and comments should be tailored and paced to take account of the state of mind and of the emotional state of the client at any point in time. The questioning for screening and assessment purposes may need to be interspersed with conversation with the client designed to establish rapport.
Establishing rapport
- The style of questioning should be as natural as possible, but where a series of questions need to be asked, an introduction to them may assist in making the client feel at ease with the process as well as helping them understand your role. For example:
- So that I can work out what type of service would best assist you right now, I would like to ask you some questions. Is that OK with you?
- You can interrupt me at any time when I am asking them if you like, especially if you think they don’t really apply to you or I don’t understand what you’re telling me. Shall we begin?
Allowing space
- The client needs to be given permission to say what they need to. This is given by you encouraging the client to talk and by empathising with them. However, the conversation should be contained to what is necessary for the person providing the first point of contact service to determine the services appropriate for the client.
- The following actions will assist you to understand what area of service will meet the caller’s needs while dealing with any distress the client has, establishing rapport and keeping the conversation within manageable bounds:
- Allow enough space for the client to explain why they have contacted the service, for example if the caller is upset you would say:
Take your time, I’m listening…'
- Maintain focus on how you can assist by acknowledging what you are hearing, and letting the client know you understand the information they are sharing
- Listen for specific issues – financial, legal, parenting, concerns about children, mental health, substance abuse, violence and abuse. Ask clarifying questions and paraphrase the caller’s concerns to test whether these are concerns for the caller and to ensure you understand:
'Let me see if I understand what you are saying?'
'Are you concerned about…?'
'What makes you concerned about that?'
'Do you think speaking with someone about this would help?'
'Have you spoken to anyone about this?'
- Listen for indicators of threats to safety and reflect back your concern based on the caller’s words:
'It sounds like you’re saying…. Do you think you are safe in this situation?
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Normalising
- It is important that the client be made to feel comfortable about telling you their story, so you should, where appropriate, normalise what they say they are feeling or thinking. For example:
'Yes, people often feel/think that way about ….'
'Yes, a lot of people say that too when that sort of thing happens.'
- However, it is just as important to not let such statements seem to diminish the importance of what the client is saying, so it is important to acknowledge that. For example:
'While it is normal to feel/think that way, I know it doesn’t mean it is any less painful.'
'It sounds like this has been very painful for you.'
Containing
- Because the interaction at first point of contact needs to be managed so that it does not exceed the role of the staff at first point of contact, given other demands and their level of expertise, you may need to say at some point something along these lines:
'My colleague is very experienced in dealing with the matters you have mentioned, and I can transfer your call right now.'
Clarifying
- At appropriate times, you should check with the caller that you have understood what they have told you. For example:
'Can I just ask you to tell me if I have understood what you have been telling me? What I understand you are saying is…[summarise the essential points of what the caller has said].'
- Apart from ensuring that your understanding is correct, clarifying can help you to keep the conversation focussed and contained within manageable bounds.
Questions about safety:
- Do you have any reason to be concerned for your own safety or the safety of your children?
- Do you have any other worries about your children at the moment?
- Do you have any reason to be concerned for the safety of anyone else?
Notes about safety questions:
- Separation from a partner can trigger issues of risk for the non violent partner and children.
- The client may be a person subject to violence or a person who uses violence. Both need help to disclose and obtain assistance to deal with the issues.
- If there is an affirmative answer to any of these questions, the client should be invited to speak to a specialist or professional. For example ‘I have a colleague here who deals with the issues you mentioned, and I can have them speak with you now, if you would like’.