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Jesus is a New Hope Counselor?  You didn't know?  Of course, he is!  He's with us on the phones and in the chat room, every minute of every day, energizing us with his compassion and guiding our words with his wisdom.

I pray that this class is an inspiration and encouragement to you in your service as a New Hope Counselor.

Thank you for your eagerness to learn!

Isaiah prophesied that the Messiah would be called "Wonderful Counselor" (Isaiah 9:6).  Jesus is certainly that (and so much more!).  We can learn from the way he counseled and responded to people.  He gave "T.L.C. for S.O.S."

TRIAGE

To triage is to focus on the main problem. 

Jesus asked the two blind men on the Jericho road, "What do you want me to do for you?" (Matthew 20:29-34)

Jesus knew that to get help people needed to be motivated and focused on a need.  Our best and most caring efforts will make little difference to someone who is not motivated to meet a need.

In New Hope Counseling, triage begins when you say, "Hello, New Hope.  How can I help you?"  Then you listen for the main problem or need.  If there's a "red flag" issue (suicide, homicide, child or elder abuse, medical need, addiction, another crisis) then that is your priority.  Otherwise, it's the main struggle or need that the caller/chatter has.

Often as a counselor I'll listen to someone who has 3-4 or more concerns.  This can be confusing and overwhelming.  What do you do?  Usually I do 1 of 2 things: (1) Make a summary comment like "It sounds like you're troubled with a few issues."  And then I see where the person decides to focus.  (2) Or I focus on the one concern that stands out to me by saying, "It seems that you most need help with."

LISTEN

To listen is to seek to understand someone's experience.

Jesus listened to the religious leaders and the woman caught in adultery before responding with grace and truth. (John 8:1-11)

In New Hope Counseling listening is our main way to give soul care.  To be listened to is so helpful.  Emotional release.  Validation of feelings.  Connection.  Insight into what's going on and what to do about it.  These are a few of the benefits of being listened to.

At New Hope our listening must be active listening.  We show that we're listening not only by quietly hearing, but also by using our words.  What does listening sound like in New Hope Counseling?  "Hm-hmm.  Tell me more.  What concerns you about ______?  What I hear you saying is.  It sounds like you feel.  It seems you want to change."

Offering active listening in this way is like volleying a tennis ball back and forth over the net: listening and inviting deeper self-disclosure, listening and summarizing, listening and reflecting feelings, etc.

COLLABORATE

To collaborate is to work alongside and with someone to help them.

Jesus asked the depressed invalid at the sheep gate pool, "Do you want to get well?" (John 5:1-15)

This is one example of Jesus bringing out the best in someone.  He didn't treat anyone as helpless, not even this invalid.  He knew that for people to get help they needed to do something.

This is why New Hope Counselors shouldn't give advice or try to fix people.  Instead we try to empower them to take a positive step, but only after suing active listening to establish a caring connection and an understanding of the caller's concern.  We encourage them to do what they can about their concern - to set a goal, take a positive step to deal with a problem, do something positive for themselves, talk to someone about an issue, or use a referral.

What does collaboration sound like in New Hope Counseling?  (Hint: it's using active listening skills to deal with the issue at hand.)  "What could you do to improve this situation?  I wonder what you can do to resolve this issue?  What has helped you with this in the past?"

SELECT RESOURCE

Resources are materials or referrals to people or organizations that provide additional help or information.

Jesus healed the 10 lepers and sent them to the local priests for confirmation. (Luke 17:11-17)

Resources are an important part of New Hope Counseling.  People usually need more help or information then they can get from a short conversation with a New Hope Counselor.

Not everyone needs or wants a resource, but you should always ask yourself if you think the caller or chatter needs one and if so then offer to find one or two.

In New Hope Counseling resources include professionals, churches, self-help organizations, support groups, Care Notes, Dr. Schuller sermons, and articles on the New Hope website.

The guide "New Hope Referrals" and the Rainbow Resource guides are two of our most helpful tools for finding referral options.

OFFER PRAYER

Through prayer we can invite God's care and power into a situation and we can thank Him for His support and guidance.

Jesus blessed the shunned little children with his touch and his prayers. (Matthew 19:13-15)

In New Hope Counseling you can use a prayer to bring caring closure to the conversation, bringing the caller's/chatter's concern to God by summarizing the need and feelings and asking for God's help and blessing.

SET BOUNDARIES

Boundaries are guidelines and limits.

Jesus limited his ministry when people lacked faith in him. (Matthew 13:58)

In New Hope Counseling we adhere to important guidelines/policies like using our phone/chat name, limiting the relationship to New Hope, not engaging in frivolous or inappropriate conversation, etc.  These are boundaries.

Other boundaries are that callers/chatters need to treat you with respect.  So don't let yourself be abused.

Another boundary is that we need to limit our time with stuck frequent callers so that we can be available for a possible crisis call.

And with every call, at the appropriate time, we need to end it gently and with a time warning.

REFFERAL ORGANIZATIONS FOR THE PUBLIC

"Crisis Intervention"

"Helping Others & Caregiving"

"Mental Health & Counseling"

FREE RESOURCES FOR THE PUBLIC

Here are some of my self-help articles from www.NewHopeNow.org that relate to this class:

"Listening Skills 101"

"New Hope for the Suicidal (How to Prevent a Suicide)"