CRMGTPV X044 - Generational Communication

This training equips 988 Suicide & Crisis Lifeline operators with evidence-based strategies to communicate effectively across generations: the Silent Generation, Baby Boomers, Gen X, Millennials and Gen Z. Participants will learn how generational experiences shape attitudes toward mental health, discover preferred communication styles and identify responses to crisis intervention. The session covers practical techniques for adapting tone, language and support strategies to reduce stigma, build rapport and enhance caller trust. Operators will practice tailored scripts for each generation, explore open-ended questions aligned with 988 safety and risk assessment standards, and learn to recognize verbal and behavioral cues that indicate risk. Interactive role-play exercises, workflow integration tips and quick-reference tools will ensure operators can apply these skills immediately. At the workshop's conclusion, participants will be prepared to deliver empathetic, culturally competent and generationally responsive care—improving outcomes for individuals in crisis and strengthening the effectiveness of the 988 Lifeline.

What You’ll Learn

• Recognize how generational experiences shape callers’ expectations and communication preferences.
• Adapt tone, language and support strategies to the Silent Generation, Baby Boomers, Gen X, Millennials and Gen Z.
• Describe the 988/MRSS call flow.
• Practice evidence-based conversation scripts and crisis de-escalation techniques aligned to generational needs.
• Integrate generational cues into 988 workflows, documentation and resource referrals.

What You’ll Earn

• This training is approved for 2.75 CE clock hours for counselors, social workers, and marriage and family therapists, as well as prevention professionals in domain P3 - communication (2.75) and substance use counselors in domain C2 - counseling procedures and strategies as applied to those with substance use disorder (2.75) in the state of Ohio.

Additional Information

Development Date: April 2026

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

Content Level: Beginner

Training Outline:

• Generational overview: Silent Generation, Baby Boomers, Gen X, Millennials and Gen Z
• Evidence-based communication strategies by generation
• Role-play and sample scripts for each generation
• Integration into 988 workflow: recognizing cues; checklist; adapting scripts

Presenter: Kristin Ankrom, LSW, NCACII
988/Crisis Program Manager at Fairfield County 211 & Owner of Navigate Consulting, LLC

Kristin Ankrom, LSW, NCACII, has over 20 years of experience driving impact across non-profits, public sector organizations and business and industry. She specializes in training, organizational development, strategic planning, program design and cross-sector collaboration to create sustainable solutions for underserved communities. Ankrom’s leadership includes spearheading the first Reentry Coalition in Fairfield County, managing crisis response systems for the 988 Suicide and Crisis Lifeline, and partnering with Johns Hopkins and the Ohio Department of Education to reimagine high school experiences through the Ohio High School Redesign Collaborative. As the owner of Navigate Consulting, LLC, she provides strategic guidance to non-profits and human services organizations, offering services in coaching, program development, grant management and compliance training. She supports and trains businesses to meet compliance for Ohio’s SUPR (Drug-Free Workplace) Program. She holds a BSW from Capital University and is a licensed social worker, nationally certified addiction counselor II and substance abuse professional.

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.

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.

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.

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 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