The Counseling Administration
The basic advantage of the human society is a true dialogue between two people, which is based on the recognition of one’s personality and a willingness to listen, and to hear and respond. Man is unique because of its ability to hold a dialogue with the others. Human life and humanity come into existence in this dialogical environment, because the growth of the inner essence is not in man's relation to himself, but in the mutual understanding between one person and another. Assistance as the embodiment of social work involves, among other things, counseling on the phone. However, this sphere of services requires special skills that are closely connected with psychology. Qualified employee, who wants to become a professional, should not be limited by strict procedures.
The development and implementation of the state programs for the prevention and eradication of violence involves a number of ministries and departments – of justice, health, education, and many others. The Criminal Code provides a very broad interpretation of violence - from touching to assault the woman with wounding, injuries and threats to her life (Paki, 2010)
Crisis centers are under the subsidiary of federal grants and donations
Taking into account the various approaches and models of "Counseling Administration", it should be noted that, despite the differences in the organization of such services: in training, in work with clients, it is important to emphasize the following general rules:
- Appeals come from women who suffer critical situation.
- Communicant is waiting for help, first of all, psychological.
- Women want to be sure of the special atmosphere of security, trust and understanding.
- Counseling Centers have telephone communication peculiarities: the maximum anonymity, the ability to break contact in any moment, the effect of "limited communication", the effect of trust.
The main principle of counseling is anonymous and confidential communication
Addressing the counseling hotline, women are not obliged to give their names and locations. This gives the opportunity to talk about personal problems and difficult situations. In some cases, help is formed gradually through a consultative dialogue. Some women use anonymity when discussing a situation that allegedly happened to their loved ones or friends, but, in fact, directly related to them. And, in both cases, the consultant must establish and maintain an abonent conductive to psychological adjustment position of the "look from the outside", which provides a more productive perception of complex crisis situations.
Apparently, telephone consultants should not provide their personal information in order to find them outside the service. Employees usually take a pseudonym. Each service is not recommended to inform women of the schedule of some consultants, as this can lead to the desire to strengthen friendly relationship with a particular consultant and, subsequently, request a full-time contact. It is also desirable not to give information about the location of the service. Consultants are forbidden to make a life contact or build a conversation so that there is hope for the meeting. This operating principle has been adopted by an overwhelming majority of telephone counseling services (Stritof, 2011)
The credibility of the service or privacy is provided by the fact that all of the phone calls and information data are available only to employees of service.
The discussion of any call is only possible among employees or in the process of supervision, if mutual assistance is necessary, as well as during training sessions - using a plot of appropriate counseling conversation. The optimal mode of operation of any CounselingCenter is a non-stop work of two or more consultants for multi-channel telephone line.
The Ethics of the Counseling Administration
The organization has full ethical responsibility for its actions which should be performed according to the goals and objectives in convenient work space and have the necessary equipment. The counseling service is responsible for the competence of its consultants. It must always be prepared to develop and change, and, if possible, to correct any deficiencies or errors.
The consultants must distinguish their own moral principles and ethics of responsibility in solving professional problems. It is important to understand that:
- Consultants offer their knowledge and skills in order to help women;
- They are ethically responsible for the development and maintenance of their skills in the appropriate form;
- Every consultant must be clear about the boundaries of their professional opportunities and avoid the temptation to go into areas where he or she may be incompetent;
- Confidentiality is an essential part of the consultant’s ethical responsibility;
- Consultants have to respect human dignity, individuality, integrity and autonomy of the individual communicant, religious, political and ethical convictions of a client.
Women have an ethical responsibility for their own lives, and only in urgent cases, when the abonent cannot do that, the consultant is entitled to take temporary responsibility for their lives. The purpose of counseling is to help the clients make a positive responsibility for themselves and their relatives.
In modern society, people often appear in a situation of shortage of communication and loneliness, looking for a contact to share their experiences and challenges.
In order to open the way to a true dialogue with the woman who needs help, you need, first of all, to be fully accessible to her without constraint, concealment and bias. Presence in dialogue means linguistic conformity and identity.
Some centers use the consultative talks slang. The consultant should know and understand the jargon, as they can open the way to empathic relationship with the abonent. However, the content side of the jargon is limited, using it, it is impossible to achieve meaningful changes. The application of the consultant is only to achieve initial understanding. As soon as it appears, you should move away from using jargon synonyms or related words from the arsenal of the regulatory language, the importance of which for further positive change is significantly higher.
Some women commonly use terms of psychology and psychiatry to describe their condition, such as "stress", "depression", "phobia", "addiction", etc. They should be taken, but after that systematically encourage the person to describe her condition or desired objectives in concrete terms of action ("see", "hear", "feel", "I want"). For example, the description of the specific features of depression makes them visible, tangible, and measurable, that is more accessible to awareness. It also creates an opportunity for distanced perception. Then the most significant for the women signs of depression, such as fear, are translated into action ("What are you afraid of now?").
The consultation dialogue plays a significant role in contextual issue. It can perform, often against the will of communicant, a variety of functions, such as:
• to blame
• to advice
• to assign responsibility
• to create comfort,
• to create tension
• to oppose,
• to give orders,
• to protect etc.
Using open-ended questions is the best form of consultative conversation. They allow the women to reveal their feelings and concerns, give them freedom to respond in a way that they prefer. Such questions help the abonent to understand the situation. ("What is your feeling?", "How you reacted to what happened?" Etc.).
Questions that begin with "what" and "how" encourage women to extend the joint discussion of problems and feelings, clarify complex situation. Consultants usually avoid questions that begin with "why" - "Why do you have an idea of suicide?", "Why did you decide to call us?". On these issues, there is a hidden reproach, blame or censure (Brown, 2007).
Telephone conversation is different from full-time counseling conversation because in a telephone dialogue nonverbal bodily movements are excluded. The particularly important characteristics of different voices are the tone, volume, tempo, timbre. During the dialogue, be sure to monitor compliance with verbal expressions and intonation interlocutors. Intonation and modulation of voice truly reflect the emotional state of a person using fixing on her feelings.
Psychological support for women is based on the principles of anonymity, absolute openness and accessibility, privacy, which contributes to the establishment of trust and friendly dialogue, aimed at mobilizing the intellectual, spiritual and physical resources of the individuals in order to overcome their crisis.
The consultant must maintain a high degree of reflexivity, monitoring, as the state of the society, and for our own.
The necessity and usefulness of such services is sufficiently proved with international experience, and the fact that the number of services and outstanding people in them continues to grow, and have subscribers who say a grateful "thank you" for the fact that they live on, for their help in resolving any problem, for the preservation of the family.
The very few people address the professional help of counseling centers
There are some reasons, one of which is the lack of awareness about their operation. Advertising often only discourage potential abonent, as presents the service as the treatment of pathologies. Thus, a person feels herself a patient, sick person. The media spread information according to which, to ask for help means that people get ready to template solutions to your problem. This contradicts the basic principle of social work - the principle of individual help.