Crisis line workers listen for subtle signs of trauma

The Oregonian, July 9, 2014

When Nancy Stoeckicht answers the phone at work, her senses are attuned.

“Multnomah County crisis line, this is Nancy,” she says. “How can I help you?”

Stoeckicht, who has a master’s degree in mental health and addictions, listens to the voice on the other end of the line closely. The counselor notes the caller’s tone and breathing pattern, using each piece of audible evidence to determine the person’s level of distress. She tries to build a connection quickly. It’s not the same as helping someone in person. …Continue reading at