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Business Development Office Centre for Addiction
and Mental Health

CAMH Customer Service & De-Escalation Training

Providing accessible and excellent customer service is a core value for all public and private services.

Meeting this core value can also be challenging for many organizations. Sometimes customers do not request services in typical ways, and on occasion may display anger, aggression, or a heightened emotional state. There can also be communication challenges preventing front-line staff from understanding customer requests.

Combining CAMH’s expertise in public education and clinical training, we have developed a customer service training program to help front-line staff address and de-escalate challenging situations through understanding, empathy, and a respectful response.

This program can be customized to the unique setting and needs of your organization, aligning with your mission, vision, core values, and the people that you serve. Our training approach includes a thorough needs assessment to identify and measure areas for development, along with a robust evaluation process. By understanding the specific needs of your organization, our education experts can develop learning tools and simulation training that will be highly relevant to meeting your goals. 

Originally developed and piloted for the City of Toronto, this program has been acclaimed in both evaluation and anecdotal feedback.  In particular, attendees appreciate the use of real-world scenarios and relevant, simulation-based learning.

The full program complement of available services includes:

  1. Evaluation of current employee perceptions, confidence level, and working context
  2. Awareness of mental health and addiction issues
  3. Reducing  stigma and discrimination
  4. Utilizing  a trauma-informed approach to build empathy
  5. Communication strategies
  6. De-escalation skills
  7. Evaluation plan and report
  8. Leadership support activities
  9. Consultation on activities for sustainability

Informed by best practices in education, CAMH trainers develop learning objectives that focus on simulation, and use an interactive method to foster audience engagement and adoption of the curriculum. Training also includes an evaluation process that allows senior leadership to assess their return on investment, as well as develop strategies for future team development. 

Participants in the CAMH customer service training program will leave the sessions with enhanced confidence, peer support, and an enhanced comfort level to effectively cope with the most challenging client interactions in the workplace. Participants can also anticipate improved customer relations, as well as an improved quality of workplace life.

If you would like to learn more about how CAMH Customer Service & De-Escalation Training can benefit your organization, please contact: professionalservices@camh.ca

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