AIRS Crisis Intervention Strategies 4 — Questions and Answers
Question 1: An I&R specialist begins to feel numb, irritable, and preoccupied with callers' traumatic stories. This is MOST likely:
- Vicarious trauma or compassion fatigue (Correct answer)
- Countertransference only
- Normal job satisfaction
- A sign of improved empathy
Correct answer: Vicarious trauma or compassion fatigue
Repeated exposure to others' trauma can cause vicarious trauma or compassion fatigue, which needs self-care and supervisory support.
Question 2: A caller discloses that a neighbor's young child is being physically abused. What is the I&R specialist's PRIMARY obligation?
- Keep it confidential because the caller did not consent
- Tell the caller to confront the neighbor
- Follow agency policy and state mandated reporting laws, including referral to or contacting child protective services (Correct answer)
- Wait until the caller provides proof
Correct answer: Follow agency policy and state mandated reporting laws, including referral to or contacting child protective services
Suspected child abuse is a recognized exception to confidentiality and triggers reporting under policy and law.
Question 3: In domestic violence crisis calls, which question should be asked EARLY in the call?
- 'Why haven't you left?'
- 'What did you do to make him angry?'
- 'Have you tried couples counseling?'
- 'Is it safe for you to talk right now?' (Correct answer)
Correct answer: 'Is it safe for you to talk right now?'
Confirming that the caller can talk safely protects them from an abuser who may be nearby or monitoring.
Question 4: A caller's speech is slurred and they say they took 'a bunch of pills' 20 minutes ago but now want to sleep. What is the BEST action?
- Encourage them to sleep it off and call back tomorrow
- Treat this as a medical emergency and initiate emergency response per protocol (Correct answer)
- Provide a substance abuse treatment referral only
- Ask them to drink coffee
Correct answer: Treat this as a medical emergency and initiate emergency response per protocol
A suicide attempt in progress requires immediate emergency medical intervention.
Question 5: Which approach BEST demonstrates cultural humility during a crisis call?
- Assuming the caller's needs from their accent
- Avoiding questions about culture entirely
- Asking respectfully about the caller's preferences, beliefs, and support systems rather than assuming (Correct answer)
- Referring all non-English speakers to the same agency
Correct answer: Asking respectfully about the caller's preferences, beliefs, and support systems rather than assuming
Cultural humility means staying curious and letting the caller define what is meaningful and helpful to them.
Question 6: A crisis specialist says: 'It sounds like you feel betrayed and alone right now.' This is an example of:
- Reflecting feelings (Correct answer)
- Problem-solving
- Interpreting the past
- Closed questioning
Correct answer: Reflecting feelings
Reflecting feelings names the emotion the caller expresses, which builds empathy and rapport.
Question 7: Mobile crisis teams are BEST described as:
- Police units that make arrests for mental health incidents
- Hospital inpatient units
- Phone-only hotlines
- Teams of trained professionals who respond in person to people in behavioral health crisis in the community (Correct answer)
Correct answer: Teams of trained professionals who respond in person to people in behavioral health crisis in the community
Mobile crisis teams provide on-site assessment and stabilization, often avoiding unnecessary ER visits or arrests.
AIRS Crisis Intervention Strategies 4
An I&R specialist begins to feel numb, irritable, and preoccupied with callers' traumatic stories.
This is MOST likely: