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<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif">Hello Answerlanders,<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif">Although they happen rarely, we occasionally receive crisis calls on Answerland. These may be suicide calls or calls that indicate some sort of abuse or threat to personal safety involved.
If you aren’t sure if there is a crisis or not, ask yourself the question, “Is someone in danger?” If that answer is YES, or if someone was in danger recently, or if someone will be in danger soon, it is a crisis call.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif">If you receive one:<o:p></o:p></span></p>
<ul style="margin-top:0in" type="disc">
<li class="MsoNormal" style="mso-list:l0 level1 lfo2"><b><span style="font-family:"Calibri Light",sans-serif">Do a reference interview</span></b><span style="font-family:"Calibri Light",sans-serif">. It’s possible that the call is coming from a student doing
research. One or two clarifying questions will determine if the call is personal in nature or not.<o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l0 level1 lfo2"><span style="font-family:"Calibri Light",sans-serif">If the question is personal,
<b>refer the patron to an appropriate hotline</b>. Links for hotline resources are listed at
<a href="https://answerland.org/for-librarians/crisis-calls/">https://answerland.org/for-librarians/crisis-calls/</a>. [Please let me know if you have resources to add to the list.]<o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l0 level1 lfo2"><b><span style="font-family:"Calibri Light",sans-serif">Strike a balance between professional behavior and supportive behavior</span></b><span style="font-family:"Calibri Light",sans-serif">. If the patron
is in trouble, we want to be friendly, supportive, and approachable, as with all of our patrons. However, remain professional and give resources rather than advice.<o:p></o:p></span></li><li class="MsoNormal" style="mso-list:l0 level1 lfo2"><span style="font-family:"Calibri Light",sans-serif">When the chat is ended,
<b>mark the question with the Descriptive Code “Crisis Call.” </b>Then<b> report the call to me</b> with the Question ID if possible, and if not, about what time it happened and who was online. If the call originated in a school or library, I will pass information
on for follow up.<b><o:p></o:p></b></span></li></ul>
<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif">Also take a look at QP’s 24/7 Reference Cooperative
<a href="http://wiki.questionpoint.org/w/page/13839422/247-Policies#453Suicidalpatronsandcrisiscalls">
policy on handling crisis calls</a>, which is very similar to ours.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family:"Calibri Light",sans-serif"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Calibri Light",sans-serif;color:#595959">Tamara Ottum<o:p></o:p></span></b></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Calibri Light",sans-serif;color:#595959">Answerland Coordinator<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Calibri Light",sans-serif;color:#595959">Oregon State Library<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Calibri Light",sans-serif;color:#595959">503-378-6506<o:p></o:p></span></p>
<p class="MsoNormal"><a href="mailto:tamara.ottum@state.or.us"><span style="font-size:10.0pt;font-family:"Calibri Light",sans-serif;color:#2E74B5">tamara.ottum@state.or.us</span></a><u><span style="color:#2E74B5"><o:p></o:p></span></u></p>
<p class="MsoNormal"><a href="https://answerland.org/"><span style="font-size:10.0pt;font-family:"Calibri Light",sans-serif;color:#2E74B5">answerland.org</span></a><o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
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