Why this is important: One of the most critical skills a case manager should hone is the ability to intervene with those who are upset. While they have additional duties, the ability to successfully de-escalate a crisis intersects with a wide range of other training topics. 
 
Description: This micro-learning course offers research-based, practical advice for case managers to better manage crisis scenarios that develop related to irritability, financial stress, mental illness emergencies, and relationship difficulties. The course draws from the fields of psychology and law enforcement, teaching techniques including motivational interviewing, rapport building, content-process focus, and knowledge of hooks and barbs. Learners will gain a better understanding of how to share the incident with a multidisciplinary team to help prevent future escalations through developing a risk mitigation plan and to ensure crisis de-escalation approaches are aligned with best practices to reduce liability. 
 
Case managers will be able to:
Identify the physical signs of escalation
Adopt body posture and positioning to increase their safety
Reduce escalations through the use of hooks and barbs
Use tone of voice and focus to redirect escalations
Apply counseling skills such as active listening, summarizing, and paraphrasing to calm those in crisis
 
This course can also be purchased as part of the Crisis Bundle.
 
Please note, these trainings are designed for counselors working on a college campus providing crisis support and guidance to students. They are often referred to as non-clinical counselors or counselors who work under FERPA rather than state confidently laws.