• Know yourself. Dealing with your own situation places you in the best position to help others.
• Be sensitive, patient, compassionate and understanding. But…don’t be so sensitive that you take problems home with you.
• Remember that you are an important link. Your main role is getting the caller to the support group.

• Don’t go it alone.
• Use answering machine and/or service effectively.
• Establish guidelines.

• Listen actively.
• Use the caller’s name if given.
• Compliment the caller for having the courage to contact you.
• Remember your limitations.
• Follow through on promises.
• Share your experiences. Don’t overwhelm the caller.
• Encourage the caller to attend a meeting.

1. Remember, it’s your most important role.
2. Ask about the caller’s concerns.
3. Describe the group meeting.
4. Respect the caller’s decision.
5. Set limits on your time.

• Caller is hesitant about attending meeting.
• Caller wants to keep you on the phone.
• Caller contacts you at the wrong time.
• Caller is in crisis situation.

• It’s not your chief job, but be prepared.
• Use calm, reassuring voice.
• Let caller know you genuinely care.
• Make referrals. Know your local resources and keep them handy.
• If the caller is in imminent danger, try to get them professional help as soon as possible.

• Providing resources.
• Dealing with the media.
• Handling obscene phone calls.
• Preventing burnout.

For more information:

Call the National Mental Health Consumers' Self-Help Clearinghouse at (800) 553-4KEY (4539) to request the handout: "Some Help for the Helper: A Guide for the Self-Help Group Contact Person" A $2 is charged.

You may also check with New Jersey Self-Help Clearinghouse at (800) 367-6274 (in NJ) or (973) 326-6789 (outside NJ) and request "Guide for Group Contact Person" for $3. *Please note that this information is subject to change.

Provided by: DBSA Metropolitan Atlanta