ONGOING TRAINING AND

QUALITY IN COUNSELLING

Presented by Torsten F. Sonne

M.A. Psychology Head of Quit-Line

Barcelona, September 2001

Overview

• Introduction to STOP-Line counselling

• Educating, recruiting and training counsellors

• Ongoing supervision

• The use of Reflecting Teams in supervision

STOP-Line Counselling

• Open since october 1999.

• Two lines are open 19 hours a week.

• The service is reactive.

• 2437 calls were answered during the first year.

• Counselling is also provided on the internet.

Educational Level of Staff

• Counsellors are educated or undergoing an education as health professionals

• For example– Midwife, nurse, doctor, psychologist.

Education as STOP-facilitator

• In order to apply for a job as a counsellor it is necessary to:– follow a three days course (25h) in the art of

supporting smokers who want to quit. – have experience with cessation courses and/or

individual counselling.

STOP-facilitators are Trained in:

• Using the methods by Prochaska, Norcross, and Diclemente (the six different stages in the process of quitting).  

• Showing empathy when supporting smokers who are in the difficult process of living an every day life without smoking.

Some of the Subjects are:

• Smoking cessation and health advantages

• The psychology of smoking

• Discussion and group excercises

• Role playing excercises in small groups 

• Weight and smoking cessation

• NRT and Zyban

Hiring the Counsellors

• About 300 persons have been educated as STOP-facilitators at the Copenhagen Centre of Smoking Cessation many of whom are now working for the Centre.

• So far it’s been possible to hand-pick telephone counsellors among this group of experienced counsellors

• All counsellors are additionaly trained in 14 hours in special skills needed before answering the phone on their own

• Listening as a trainee to different experienced counsellors on-line is important

Training of New Staff

Further Educational Programs

• Motivational Interviewing. Based on the work by Miller and Rollnick (13h).

• Appreciative Inquiry (3h)

• Solution-Focused Brief Therapy (3h)

• A one day seminar in the fall 2001

Frames of Supervision

• Offered twice a month (2h)

• The counsellors participate once a month

• Takes place in small groups

• Is given a high priority

• The counsellors receive full payment

Supervision should:

• Focus on enhancing skills and providing new means

• Be appreciative and focused on stimulating desired skills rather than uncovering weak points

Supervision Parallels Counselling

• Should always be done in a respectful manner.

• Empathy is important.

• It provides the means for a good daily support between counsellors and thus enhances further growth.

Use of Reflecting Team in Supervision

• One case is chosen from the counsellor’s ”books”

• The counsellor is interviewed for 10-15 min

• The other counsellors reflect on the case in an appreciative manner.

• The counsellor is interviewed for another

5-10 min