With many types of disturbed callers, the center's focus should be on:

With many types of disturbed callers, the center's focus should be on:
 
  A) reflecting feelings so that catharsis may occur.
 
  B) bringing staff together to discuss these callers, plan strategies to handle them and voice concerns.
 
  C) proposing the disastrous consequences that can occur from such thinking.
 
  D) engaging callers so that they continue to make inappropriate calls and improve the center's numbers reported to funders.

Q. 2

In initial diagnosis, crisis case handling always attempts a slow, methodical assessment to determine the various antecedent causes of the problem.
 
  Indicate whether the statement is true or false

Q. 3

A technique for handling pranksters and silent callers is to:
 
  A) wonder aloud whether it is difficult to say what the caller really needs or say nothing.
 
  B) hang up if they don't respond in one minute.
 
  C) ask them if they are on drugs or are having a psychotic break.
 
  D) there is no good response to these two types of difficult callers.

Q. 4

Verbal de-escalation and defusing techniques are major components to teach when training CIT officers.
 
  Indicate whether the statement is true or false

Q. 5

Of several techniques for handling severely disturbed callers, which is not appropriate?
 
  A) Slow them down
 
  B) Determine if they are on any medication
 
  C) Avoid placating or sympathizing
 
  D) Go along with delusions, to calm them down and gain their trust

Q. 6

CIT in police terminology stands for Crime Intervention Officer.
 
  Indicate whether the statement is true or false