What would you do if you received a crisis call and had to simultaneously coordinate with emergency services and law enforcement?

Crisis Intervention Specialist Interview Questions

Sample answer to the question

If I received a crisis call, first, I would try to stay calm and reassure the person on the line. I'd assess their situation and get the necessary info like their location. Then, I'd quickly call the right emergency services and law enforcement, give them all the details, and coordinate to get help to the person as fast as possible. I'd stay on the line with the person until help arrives, making sure they're OK.

A more solid answer

Upon receiving a crisis call, my immediate action would be to calmly establish a connection with the caller to make them feel heard and supported. While keeping them engaged, I'd carefully gather vital information such as their location and nature of the crisis. Simultaneously, I'd alert emergency services and law enforcement, providing them with all required details including any risk assessments. I'd prioritize clear communication while maintaining confidentiality. Throughout, I'd stay focused on the caller's emotional state, ensuring they know help is on the way, and I'd document the interaction as per protocols.

Why this is a more solid answer:

This solid answer improves upon the basic one by outlining specific steps taken during a crisis call, such as establishing trust with the caller, performing a risk assessment, and prioritizing clear communication. It shows awareness of the need to maintain confidentiality and documentation, which aligns with job responsibilities. However, it could delve deeper into how stress is managed and how collaboration with team members occurs in such situations.

An exceptional answer

In a crisis situation involving a distressed caller, I'd first quickly ensure a supportive tone to foster a sense of safety. Gathering information like their exact location and urgency discreetly, I'd immediately contact emergency services and law enforcement. My communication would be concise, accurate, including details of the perceived risk. I'd simultaneously employ crisis intervention techniques I've refined in training to de-escalate the situation if necessary. As I juggle these tasks, I'd rely on my problem-solving skills to adapt to any new information. Keeping service providers informed, I'd stay with the caller, ensuring they understand support is incoming. After the handoff to first responders, I'd meticulously document the event respecting confidentiality and prepare for potential follow-up actions.

Why this is an exceptional answer:

This exceptional answer displays a strong grasp of job skills needed for a Crisis Intervention Specialist. It demonstrates the applicant's capability to multitask, employing excellent communication, problem-solving skills, and knowledge of crisis response protocols. It includes elements of training and stresses the importance of confidentiality and thorough documentation. This answer also illustrates an understanding of the emotional aspects of the job and the need to provide continuous reassurance to those in crisis.

How to prepare for this question

Familiarize yourself with the most common types of crisis situations and emergency protocols. Review how to communicate effectively with law enforcement and emergency services. Conduct simulated calls to practice responding swiftly and calmly.
Understand the importance of maintaining confidentiality and accurate documentation in crisis situations. Review how to create safety plans and the documentation process following client interactions. Practice these skills with role-playing scenarios.
Brush up on your verbal and non-verbal communication skills, empathy exercises, and active listening practices. These will be crucial when having to provide reassurance over the phone while simultaneously coordinating with emergency services.
Develop stress management techniques for yourself, as keeping calm under pressure is vital in this role. Familiarize yourself with quick decision-making strategies and problem-solving under tight time constraints.

What interviewers are evaluating

Quick decision-making
Effective communication with clients and services
Ability to remain calm under pressure
Coordination skills
Confidentiality handling