CRMGTPV X043 - When You Can’t See Them: Co-regulation and Sensory Support in Phone-Based Crisis Care
Phone-based crisis hotline work presents unique challenges when responders must support individuals in distress without access to visual or environmental context. This training focuses on best practices for crisis hotline support by examining how nervous system activation, uncertainty and lack of shared space impact regulation during crisis calls. Grounded in trauma-informed and somatic principles, the session introduces orienting to the environment as a coping skill that supports mindfulness and co-regulation for both callers and responders.
Participants will learn how relationally paced questions about a caller’s surroundings and sensory experience can reduce nervous system load, improve presence and support effective engagement during high-intensity calls. Through case examples, guided reflection and experiential exercises, the training emphasizes discerning when coping skills are appropriate and when connection and attuned listening are the primary intervention. This session provides practical, evidence-informed strategies to enhance regulation, effectiveness and sustainability in crisis hotline practice.
Delivery Options
Online Self-Paced: This training is constructed as a non-interactive, video-based asynchronous distance learning training.
Time to Completion
Total Asynchronous Time is approximately 2.5 hours.
Course Completion Requirements
- Participants must submit a pre-training survey, complete all coursework requirements, and pass the training post-test with a score of at least 80%. Unlimited attempts are allowed.
- The post-training evaluation survey will be immediately available once the required coursework and post-test are finished, and the evaluation must be completed to receive CE credit.
Technology Requirements
- Reliable internet connection
- Modern web browser (Google Chrome or Firefox recommended)
What You’ll Learn
- Describe how nervous system activation, uncertainty and lack of visual context impact both callers’ and responders’ ability to regulate during phone-based crisis support.
- Identify orienting to the environment as a coping skill that supports mindfulness and bottom-up nervous system regulation in crisis situations.
- Demonstrate the use of relationally paced questions to gather environmental and sensory information without overwhelming the caller.
- Apply environmental and sensory coping skills to support co-regulation for both the caller and the responder during phone-based crisis interactions.
What You’ll Earn
- This training is approved for 2.5 CE clock hours for counselors, social workers, and marriage and family therapists in the state of Ohio.
- Social workers completing this training will receive 2.5 clinical continuing education clock hours under ACE.
Additional Information
Development Date: April 2026
Target Audience: 988 crisis call line staff and other human services professionals
Content Level: Beginner
Training Outline:
- Arriving together: Orientation and attunement
- Reframing regulation in crisis hotline work
- Responder regulation and accessible coping
- Case study #1: Tracking the responder system
- Coping skill #1: Starting to regulate
- Coping skill #2: Using the unseen environment
- Why orienting works
- Case study #2: Drawing the unseen
- Sensory coping, choice and connection
- Bringing it back to the crisis worker
Presenter: Rachael Bardnell, MSW, LISW
Staff Support Clinician for the YOU Matter Program at Nationwide Children's Hospital
Rachael Bardnell, MSW, LISW, received her MSW from The Ohio State University. She is currently an independently licensed social worker in the state of Ohio. Bardnell works as a staff support clinician for the YOU Matter Program at Nationwide Children’s Hospital (NCH). In her role at NCH, Bardnell provides crisis intervention services to employees, solution-focused brief interventions, debriefings after adverse patient events and consultation/training to peer supporters. She also provides management and leadership consultation. Bardnell is a certified trainer for Stress First Aid, a peer and self stress recovery tool. She is a registered yoga teacher who completed a 200 hour training program, and has a certification in Embodied, Mindfulness Based, Emotional Resilience, a trauma informed and trauma sensitive yoga curriculum. She is currently pursuing a certification in Somatic Experiencing and attending Capital University as an MBA student. As a new mother, Bardnell is interested in supporting parents during their own journey of liberation and ease as they navigate their profession, families and systems.
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, (Provider: 1628), is approved to offer social work continuing education by the Association of Social Work Boards (ASWB) Approved Continuing Education (ACE) program. Organizations, not individual courses, are approved as ACE providers. State and provincial regulatory boards have the final authority to determine whether an individual course may be accepted for continuing education credit. The Ohio State College of Social Work maintains responsibility for this course. ACE provider approval period: 4/30/25-4/30/28. Social workers completing this course receive 2.5 clinical continuing education credits.
Certificates & CE Reporting
CE certificates will be available for download in your learner portal within 1 business day 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.
If you have any questions, concerns or feedback about the training content or delivery format, please contact the 988 training team at 988trainings@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.
Email: 988trainings@osu.edu
Website: csw.osu.edu/continuing-education/988-lifeline-series