CRMGTPV X019 - Communicating with Dysregulated Callers: Enhancing Calm Through an Understanding of State-Dependent Functioning

Based on a neurological understanding of arousal and dysregulation, this interactive training explores how state-dependent functioning is evidenced in a client's presentation during a crisis call and how recognizing the caller’s arousal level can lead to more effective responses. Strategies for reducing further arousal while enhancing a caller’s sense of safety are discussed, including the effect of vocal intonations in activating or calming the fight/flight/freeze response using co-regulation to support a caller's functioning.

What You'll Learn

After completing this training, participants will be able to...

• Describe indicators of dysregulation evidenced in phone interactions. 
• Identify functioning capacity associated with arousal states.
• Recognize the effect of vocal intonations and co-regulation in activating or calming the fight or flight response. 

What You'll Earn

This training is approved for 2 CE clock hours for counselors, social workers, and marriage and family therapists, as well as substance use counselors in domain TR1 - treatment field related (renewals only) in the state of Ohio.

Additional Information

Development Date: January 2024 

Target Audience: 988 crisis call line staff and other human services professionals

Content Level: Beginner

Training Outline

• Indicators of dysregulation that can be discerned in call centers
• State-Dependent Functioning: Neurobiology of arousal and functioning capacity related to increasing states of arousal 
• Physiology auditory input (including vocal intonation) and autonomic nervous system response
• Caller sense of safety as the primary focus of intervention
• Strategies to enhance caller safety: essential role of co-regulation, communicating self-calm in a call-center setting, use of vocal prosody and breath-work

Presenter

Pamela Scott, PhD, LISW-S

Director of Professional and Clinical Development, The Buckeye Ranch

Pamela "Pam" Scott, PhD, LISW-S, is the director of professional and clinical development for The Buckeye Ranch. She earned both her MSW and Ph.D. in social work from Arizona State University. Prior to entering the social work profession, she worked in early childhood education, focusing on the impact of poverty on early childhood development. At The Buckeye Ranch, she has worked across the agency training supervisors, clinicians and graduate students in clinical work, as well as participating in program development and oversight of the ongoing quality of the services offered to children and families. She currently directs the Professional Development Department, overseeing the professional development of all agency employees. Scott has taught in the social work programs of Arizona State University, Capital University and The Ohio State University. 

Continuing Education Approvals 

The Ohio State University College of Social Work provides approvals for continuing education for counselors, social workers, and marriage and family therapists that are accepted by the state of Ohio Counselor, Social Work, and Marriage and Family Therapist (CSWMFT) Board.

The Ohio State University College of Social Work has been approved by the Ohio Chemical Dependency Professionals (CDP) Board as a provider of Continuing Education, approval number: 50-24068.

Certificates & CE Reporting 

CE certificates will be available for download in your learner portal after submitting the evaluation survey.

Hours for those with Ohio licenses that are submitted with the evaluation survey will be reported to CE Broker every 14 days (twice per month). 

⚠️ Note: You may only complete this training once for CE credit. You may revisit the content, but only one certificate will be issued and credit will only be reported to CE Broker one time.

Cancellations, Refunds, Grievances, Accessibility Requests & Learning 

Please visit the Policies section of our website for more information on our processes for cancellations, refunds, grievances, training completions & certificates, participant conduct, and accessibility requests and learning accommodations. 

We strive to host inclusive, accessible events that enable all individuals, including individuals with disabilities, to engage fully. If you require an accommodation to participate in this training, please contact CSW Accessibility as early as possible and in advance of the training start date by email at csw-accessibility@osu.edu or call 614-688-1657. Requests received at least 14-days prior to the date you plan to begin a training will generally allow us to provide seamless access, but the College will make every effort to meet requests that we receive regardless of lead time. 

Contact Us

For questions about the enrollment process, payment options, technology, or training records, please submit an inquiry and our Enrollment Support team will assist you within 24 hours during business days.

Submit an enrollment inquiry

If you have any questions, concerns or feedback about the training content or delivery format, please contact the CSW Office of Continuing Education at cswce@osu.edu. For questions related to the training content, our office will facilitate communication with the training instructor on your behalf and connect you, if applicable. Presenter contact information will be provided within the training for questions, feedback, or comments. 

The Ohio State University, College of Social Work, Office of Continuing Education, 302 Stillman Hall, 1947 College Road, Columbus, OH, 43210.

Phone: (614) 292-3032

Email: cswce@osu.edu 

Website: csw.osu.edu/continuing-education/