The importance, formation and strengthening of personal resources for effective work on the crisis line

Every call to "112" is an appeal from a person in a stressful or crisis situation. A specialist accepting a challenge requires not only knowledge of the algorithms of actions, but also the ability to maintain emotional stability, clarity of thinking and professional empathy. All this is based on the personal resources of a specialist.

What are personal resources? This is the inner support of a person, allowing him to work effectively, cope with difficulties and maintain his working capacity. Personal resources include motivation and determination, responsibility and self-discipline, stress tolerance and self-esteem, flexibility and adaptability, communication skills, self-regulation, reflexivity and positive thinking. It is these qualities that allow the specialist in receiving emergency calls and the psychologist of the crisis line to withstand a high psycho-emotional load: multitasking, the need for quick decision-making, facing extreme situations and emotional stress of subscribers.

A prerequisite for applying for a job is to undergo a psychodiagnostic examination, which is conducted by the psychologists of the service. At this stage, the level of stress tolerance, self-regulation, communication skills and other personal resources needed to work on the crisis line are assessed.

Self-discipline is supported through regular training, feedback, and support. To maintain self-regulation, employees are advised to monitor their psychoemotional state and determine in a timely manner when the level of fatigue exceeds the acceptable threshold. The service provides free psychological support for employees and their family members.: this allows you to receive qualified support at the first signs of emotional exhaustion.
The mentoring institute, which operates in a team, helps a novice during a three-month internship to adapt to the specifics of the job, master professional boundaries and learn how to separate their own emotions from the emotional state of the subscriber. The mentor accompanies the young specialist at all stages of adaptation.

Systematic work on personal resources is a necessary condition for effective work of a specialist on the crisis line. A support system has been created here, including psychodiagnostics during the selection of candidates, a mentoring institute, free psychological support for employees and their family members, regular supervision and educational events.