Work is not providing me with the training I need to do my job effectively

[cheshiregal31]

Part of my day to day job involves speaking to people who say things like they want to commit suicide, they are in abusive relationships etc.
We are not a helpline, just a lot of the customers we have these types of problems.
And I keep asking my bosses for some sort of training to handle these calls.
But they keep fobbing me off.
I've said to them I am a cs agent. I don't know how to talk someone down from wanting to do something.
I say here are some helplines and they say I've used them there rubbish.
And I'm just thinking WTAF do I say.
And there's no aftercare for us. I've got no one to talk to after having to speak a poor soul wanting to do this. My MH is precarious at the best of times and it's making me not want to go to work.
I have co workers who feel the same.
Any tips to help? Thanks

I’d look for another job if I were you. Sounds like your managers don’t care about you. I’m sorry you have to deal with such stress. Maybe you could tell them to speak to their GP or some medical professional as you are not trained to handle such issues.

What's your job, is it your responsibility to sort out your callers' lives or signpost them? Or, is it to take that into consideration when doing what you do?

Does your organisation have a Confidential helpline for you to perhaps get counselling?

It should be just to signpost. But they will tell us their life story because I think one they're grateful for a listening ear. And two that might be why in they're in debt/whatever situation they're in etc.
not that I know off. I could have a look in the company handbook
Maybe there is no training I don't know. Maybe I'm just not the right person for the job

Generally, CS training focuses on difficult customers (at least it was back in my day). I guess you're looking for something that's more on how to help you to cope with problems you have no control over. Perhaps, appreciating that is something you can focus on.

LinkedIn might have something that's aimed at people in the workplace or someone will have some direct experience.

Consider addressing this from a health and safety aspect. Your employer has a duty of care and that includes your mental health.

If you are dealing with members of the public it might be helpful to look at mental health first aid or another type of mental health awareness course.

I'm in a similiar role but face to face

We are hired for our 'interpersonal skills' so you have to develop your own 'toolkit' for these situations,unfortunately

There's no training because there is no solution

If someone is suicidal there's not a magic wand. You can signpost services, but ultimately the best hope you have is to talk to them or just listen. There's no pills, doctor, counsellor or helpline with the answer

You could do training in mental health first aid, SafeTalk or ASIST suicide prevention which would all be helpful for you, national evidence based programmes designed for lay people.

I have a similar situation in my role where part of the job is on a phone line and I’ve had to deal with suicidal people with no training. It was awful at the time, inside I was panicking but I think you have to look at it if you saw someone in the street about to jump off a bridge or something, how would you talk to them? Do they want someone to listen? You wouldn’t just leave them and most people won’t have training.
your employer however should listen and signpost you to support to ensure you’re not affected. After a call like that I tell my manager, come off the phones for a break, talk to someone. Remember you are not a medical professional but you can only signpost them to the right people. The last one I had I talked about them calling the Samaritans and asked if they have anyone with them, a friend or family member that could be with them etc