Quality Calls: Answering for Impact

Course overview

This dynamic training is designed to help crisis line professionals excel in call quality assurance (QA) reviews while strengthening suicide prevention skills through Question, Persuade, Refer (QPR). This session provides a comprehensive walkthrough of a QA review, covering essential areas such as risk and safety assessment, problem solving, safety planning and effective call closure. Participants will learn grounding techniques, empathy strategies and organizational policy alignment to ensure high-quality interactions. Through interactive activities and discussion, attendees will integrate QPR principles into real-world scenarios, improving their ability to ask direct questions, persuade callers toward safety and refer callers to appropriate resources. The training also emphasizes accurate documentation, self-assessment tools and professional composure under pressure. At the workshop's conclusion, participants will be equipped with actionable skills to deliver compassionate, effective crisis intervention that meets QA standards and saves lives. After completing this training, participants will be able to: 1. Analyze each section of a QA review form and explain how it aligns with crisis line standards. 2. Demonstrate effective QPR techniques within crisis call scenarios. 3. Evaluate real and mock calls using QA criteria and identify strengths and areas for improvement. 4. Apply documentation best practices to ensure thorough, accurate call records. 5. Formulate a personalized self-assessment checklist to prepare for call QA reviews and promote continuous improvement.