Dr.
Bill Gaultiere
(714)
971-4213,
DrBill@CrystalCathedral.org
This
was originally taught as a New Hope Continuing Education
(CE) Class. The notes to
previous New Hope CE classes going back to year 2000 are available
for your study and reference. Although these are not
part of your New Hope Basic Training, you’ll want to
begin reviewing these classes as you’ll find many of
them to be important for your service as a New Hope Counselor
and helpful for you personally.
THE
VALUE OF REFERRALS & RESOURCES
Every
time you talk with a New Hope caller or chatter near the end
of the conversation - you should ask yourself if the person
needs and is ready for a referral or resource. Then, if appropriate,
ask the person if they want additional help.
Our
public website, www.NewHopeNow.org,
(also in hard copies in the New Hope phone room) features an
extensive referral directory of self-help organizations and
support groups on the issues that callers and chatters are dealing
with. And we have numerous self-help articles that I've written
and inspirational messages from Dr. Schuller, all available
immediately and free of charge!
THE
RIGHT REFERRAL OR RESOURCE CAN CHANGE A LIFE!
You
need to familiarize yourself with New Hope's referrals and resources
so that you're prepared when the need arises. Let me give you
an example of this. Some time ago I answered a crisis e-mail
from someone who was in constant pain. She had tingling, muscle
aches, and weaknesses. Recently, her doctor told her that she
might have fibromyalgia and gave her a one page fact sheet on
the disorder. I did some quick research on the internet and
found the following organization and sent her information on
it (This is now listed in our directory under "Health &
Medical"):
Fibromyalgia
Allicance of America: Information, decreasing pain and fatigue,
support groups, 1-888-717-6711, www.fmaa.org.
She
sent me another e-mail some days later thanking me, telling
me that it helped her to understand her disorder and to realize
that she wasn't alone. Furthermore, she had found a support
group for people with "fibro."
I've
had experiences like this time and again with people.
CALLER
PROBLEM CATEGORIES
To
make this easier for you, the caller problems listed on our
New Hope "Contact Sheet" that your process your calls through
are the same categories and in the same alphabetical order as
our referral directory. They're also the same as the categories
in our "New Hope CE Manual" which includes training articles
for you and self-help articles for callers/chatters (and you!).
SEE
IF THE CALLER/CHATTER WANTS A REFERRAL OR RESOURCE
Not
everyone needs a referral (to a support group or professional)
or resource (Care Notes, article, book, or website that is a
source of more information on a subject). Others aren't motivated
to take action in that way. If you think someone might benefit
then before you close the conversation ask if he or she is interested
in a referral (or resource).
WHEN
TO OFFER A REFERRAL
A
support group is a good referral if someone has a need for additional
support or accountability, particularly on a specific issue
like an alcohol problem (Alcoholics Anonymous, Overcomers Outreach),
dealing with a problem child (Tough Love), coping with the suicide
of a loved one (Survivors of Suicide). Other times, callers
and chatters need a referral to a professional for medical care,
counseling, or other consultation.
WHEN
TO OFFER A RESOURCE
If
someone needs more information related to their struggle then
recommending a self-help resource like an article, book, or
website can be helpful. For instance, someone who is depressed
may benefit from my article, "Help for Depression."
Once
I talked to a caller who felt tremendous pain and guilt regarding
an abortion she had in the past. I found the following referral
for information and support (now listed in our directory under
the category, "Pregnancy, Adoption, and Post Abortion"):
National
Office of Post Abortion Reconciliation & Healing: Project
Rachel support network sponsored by Catholic church, information
on post abortion syndrome and healing, 1-800-5WE-CARE (593-2273),
www.marquette.edu/rachels/index.html.
SELF-TESTS
TO IDENTIFY A PROBLEM
A
specialized resource that we have on our New Hope public website
are self-tests or screening tests. These short tests help callers
or chatters to identify if they have a problem like depression,
anxiety, or addiction.
It's
appropriate to suggest a self-test if the caller or chatter
may have a serious problem and needs to identify it or become
more aware of it.
CAUTION
#1: DON'T BE TOO QUICK
While
offering a referral or resource near the end of a New Hope conversation
is often helpful, it is rarely helpful to suggest an idea before
the end of the conversation. To do so is a form of "fixing"
that is counter productive.
The
first third to half of every counseling conversation should
consist of you using active listening skills to help you understand
and demonstrate care: open-ended questions, reflecting feelings,
and summary comments. Then you should use those same skills
to brainstorm goals or action steps that the caller might take
to deal with their situation.
CAUTION
#2: DON'T OVERDO IT!
If
you offer a caller or chatter a referral or resource usually
one or two is enough. Don't dump a bunch of ideas on someone.
Even if the person is agreeable he or she may just be trying
to please you.
Using Referrals & Resources
Exam
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