Jaylin Burroughs Email & Phone Number

Buffalo, Ny, Us

Crisis intervention requires the use of active listening and de-escalation skills, as well as the ability to anticipate caller needs without making assumptions. This is a unique balance of keeping calls on track to be beneficial to callers and also letting callers keep their agency and the ability to choose how the call serves them. It has been amazing to see how, so often, the people who call in just need someone to listen to them. Hearing someone say, with a tone of relief and peace, "Thank you for listening to me," is the most rewarding part of taking calls on the hotline.I enjoy the administrative tasks that are necessary to keep call quality high, including maintaining records and helping to keep job aids up-to-date and relevant.Another part of my work that is enjoyable and vital is collaborating with other crisis workers to share our experiences on calls throughout shift. Using Slack is convenient for communicating about what we're seeing and hearing on the lines and enables us to identify opportunities for process improvements.