CRMGTPV X046 - Quality Calls: Answering for Impact

This 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.

What You’ll Learn

• Analyze each section of a QA review form and explain how it aligns with crisis line standards.
• Demonstrate effective QPR techniques within crisis call scenarios.
• Evaluate real and mock calls using QA criteria and identify strengths and areas for improvement.
• Apply documentation best practices to ensure thorough, accurate call records.
• Formulate a personalized self-assessment checklist to prepare for call QA reviews and promote continuous improvement.

What You’ll Earn

• This training is approved for 2.75 CE clock hours in Supervision for counselors, social workers, and marriage and family therapists, as well as substance use counselors in domain S3 – program development & quality assurance (2.75) in the state of Ohio.

Additional Information

Development Date: March 2026

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

Content Level: Beginner

Training Outline:

• Understanding the QA review form
• QPR integration
• Documentation and call review preparation

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.

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 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.

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