Dr.
Bill Gaultiere
(714)
971-4213,
DrBill@CrystalCathedral.org
(Revised
1-31-01)
INTRODUCTION
This training class article by Dr. Bill Gaultiere focuses on
when and how to use referrals and resources as a part of New
Hope Counseling. This is especially important for New Hope
Online counselors because this information is free and readily
available via the internet. This class is also applicable for
telephone counselors though because most referrals have phone
numbers as well as websites and many telephone callers have
internet access in order to obtain the resources.
(Note,
there is no video or audio for this class.)
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 you
think the answer is yes, ask the person if they want additional
help and briefly discuss the options.
Our
public website, www.NewHopeNow.org,
features an extensive and continually updated New Hope
Referral Directory of self-help organizations and support
groups on the issues that callers and chatters are dealing with.
This is listed under "Referrals" on both the public site and
the counselor site. The Directory is also located in the New
Hope phone room in binders.
We
also have numerous self-help articles that I've written and
inspirational messages from Dr. Schuller - all immediately available
and free of charge! Visitors to our www.NewHopeNow.org have access to these
in the areas: "Messages
of Hope from Dr. Schuller," "New
Hope Notes," "Ask
Dr. Bill Articles," "Self-Tests,"
and the "Ask Dr. Bill" forum on the Hour of Power's Bulletin
Board called "1Community."
All of Dr. Bill's public self-help articles are also indexed
for you and highlighted in bold in the CE
Manual on the Counselor's website. (Note, the CE Manual
also includes resources for counselors which are not appropriate
for callers/chatters!)
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 had 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 finding referrals and resources for callers/chatters 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.
(Internet counselors don't fill out the entire Contact Sheet
because we have the logs, but do track the same categories.)
These 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 (Dr. Schuller message, "Care Notes," Dr. Bill 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 (e.g., Alcoholics Anonymous, Overcomers
Outreach), dealing with a problem child (e.g., Tough Love),
coping with the suicide of a loved one (e.g., Survivors of Suicide)
or another issue. Other times, callers and chatters need a
referral to a professional for medical care, counseling, or
other consultation. Or they may want help find a church and
you can give them the phone number for the Robert Schuller Institute
who can help.
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 might 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!
When
you offer a caller or chatter a referral or resource be judicious.
Think before you refer. Ask yourself, what category of problem
fits the need? What type of referral or resource is most appropriate?
(Support group or information? Organization or article?)
Discuss some ideas with the caller/chatter to find out what
they're interested in and then pick one to three options.
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. The point is to
find a referral or resource that would be helpful and that the
person wants to investigate.
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