CRMGTPV X050 - Counseling Skills for Non-Clinicians: Practical Strategies for Effective Communication and Support

This training equips call specialists and other helping professionals who are not licensed therapists with practical tools to support the people they serve without stepping into a clinical role. Participants will learn the foundations of a helping relationship, including role clarity, boundaries and scope of practice. They will then build core communication skills such as active listening, effective questioning, reflecting content and emotions, and responding to distress in a calm, supportive way. The session also introduces case management fundamentals—gathering key information, identifying needs, making appropriate referrals and collaborating with other providers—along with basic system navigation and goal-setting strategies. Through brief teaching segments, demonstrations, small-group practice and case scenarios, participants will apply skills to realistic situations from their own work settings. At the workshop’s conclusion, attendees will be better able to listen effectively, communicate empathy, recognize red flags, connect people to appropriate resources and care for themselves while doing emotionally demanding work.

What You’ll Learn

After completing this training, participants will be able to:

• Identify and apply core counseling communication skills in professional interactions.
• Demonstrate active listening, effective questioning and empathic responding techniques.
• Recognize the distinction between supportive helping and clinical therapy.
• Apply trauma-informed and culturally responsive approaches to helping relationships.
• Recognize when to refer to professional services and how to make effective referrals.
• Navigate basic case coordination and system advocacy within the appropriate scope.
• Establish and maintain healthy boundaries in helping relationships.

What You’ll Earn

• A certificate of completion from The Ohio State University College of Social Work.

Additional Information

Development Date: April 2026

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

Content Level: Beginner

Training Outline

• Foundations of helping relationships
• Essential communication and helping skills
• Case management fundamentals for non-clinicians
• System navigation, coordination and goal-setting
• Practical application and self-care

Instructor

Priscila Llamosa, MSW, LCSW, DSW, RYT

Priscila Llamosa, MSW, LCSW, DSW, RYT is a clinical social worker, supervisor, author and speaker dedicated to advancing accessible and culturally responsive mental health practice. She is a visiting assistant clinical professor at the University of Kentucky College of Social Work, CEO of the Center for Clinical Development and Supervision, and clinical director at Thrivemind Counseling and Wellness in Eastern North Carolina. Her work and supervision are rooted in social justice, decolonizing and anti-oppressive frameworks. She holds a DSW from the University of Kentucky, an MSW and a graduate certificate in military and trauma counseling from East Carolina University, where she earned the Maria McMahon Achievement Award. A published researcher and open access book author, Llamosa is also a sought-after speaker and facilitator. She has served as a University of North Carolina Wilmington Open Pedagogy Faculty Fellow and as vice president of the National Association of Social Workers North Carolina Board of Directors.

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