What you learn:
- Apply trauma-informed listening and intake techniques
- Assess risk and determine triage steps
- Preserve dignity and confidentiality during intake
- Coordinate with investigators and support services
Description:
Trauma-informed intake prioritizes safety, validation, and appropriate next steps. This module guides you through listening techniques, risk assessment, and triage to ensure that complaints are handled with care and efficiency. You will learn to balance empathy with accountability and documentation needs.
Listening with Empathy
Active listening involves attentive presence, paraphrasing, and summarizing to confirm understanding. Reflect feelings and concerns without injecting personal judgments.
Maintain neutrality: present information and options without taking sides. Use inclusive language and avoid blame during questions.
Note-taking should be accurate and objective. Capture essential details, timestamps, and quotes while avoiding interpretive conclusions.
Practice a supportive tone and pacing that respects the complainant's comfort level and safety needs.