Practical, hands-on training that equips frontline personnel to assess client needs quickly, manage high-stress interactions, and provide safety-focused support while maintaining professionalism.

Duration: 2-Day Workshop (12 Hours) 

Format: In-person / Virtual | Certificate Included

Frontline support workers, community support staff, shelter staff, customer-facing teams working with vulnerable populations.

• Conduct rapid client needs and safety risk assessments
• Master verbal de-escalation and conflict resolution techniques
• Develop effective safety plans and crisis response protocols
• Apply harm-reduction and client-centred communication

1. Understanding Crisis – The Crisis Cycle & Client Behaviour
2. Professional Intake & Needs Assessment Skills
3. Verbal De-Escalation & Grounding Techniques
4. Safety Planning & Emergency Referral Procedures
5. Documentation: Incident Reports & Case Notes
6. Live Simulation & Scenario Practice

Staff will handle crisis situations calmly, reduce workplace incidents, and improve client safety and satisfaction.