What is the first step a phone crisis counselor should take when conducting telephone crisis counseling?

Establishing psychological contact is the first essential step in telephone crisis counseling. This initial action is crucial because it helps to build rapport and trust between the counselor and the caller. By creating a supportive environment, the counselor can encourage the caller to express their feelings and concerns openly. Establishing psychological contact involves active listening, empathy, and validation of the caller's emotions, which sets the stage for effective intervention.

Once psychological contact is established, the counselor can move on to other steps such as gathering personal information, analyzing the caller's tone, and providing resources for further help. However, without a solid foundation of trust and connection, these subsequent steps may not be as effective.