Free practice scenario · Support lines
Support Line: First Call
Practise a first call on a peer-support line: a caller who is slow to open up, needs to be heard rather than fixed, and should leave with a next step.
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Who you'll talk to
Sam Porter · Caller
A 58-year-old who retired from a warehouse job four months ago. Lives alone since his divorce; his adult daughter lives two states away. Evenings are the hardest part of the day. This is his first time calling a support line.
“Hi... um, sorry. I'm not really sure I'm supposed to call this number. I'm not in any trouble or anything. It's just been kind of a long week.”
By default they speak aloud and you answer by voice; you can switch to text.
Your review
What you're scored on
Warm opening
Welcomes the caller, introduces themselves and makes it clear the call is okay.
Open questions
Uses open questions and avoids firing questions back to back.
Reflecting feelings
Names and reflects what the caller seems to feel, accurately.
Listening over fixing
Lets the caller finish; holds back advice until the caller is ready.
Following cues
Picks up on what the caller mentions (the evenings, work, his daughter) rather than following a script.
Caller-chosen next step
Closes the call warmly with a small next step the caller agrees to.
You get an overall score, a score for each of these, a summary and coaching notes.
Say it out loud before it counts.
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