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Making Telephone/Virtual Contacts Meaningful
Jeffrey Marks, MA, PA Licensed Psychologist

Although meaningful telephone contacts have always been a necessary component of the service delivery process, this function has become more important and challenging in the context of the COVID-19 pandemic and the increasing provision of “teleservices”.  This training is in the form of a structured discussion about the need for, and the process and content of, telephone/virtual contacts which are engaging, useful, and effective for persons/families served.

Participants will be able to:  

1. Understand and appreciate the effectiveness and limitations of telephone contact relative to other means of communication. 

2. Structure a telephone conversation – i.e., identify and apply the basic elements of the process of a conversation.

3. Identify possible content relative to each of these elements and apply it in a conversation with a person served/family member.

Jeffrey Marks holds a master’s degree in counseling psychology and a Psychology license in PA.  He is the Clinical Officer for Service Access & Management, Inc. His 35 years’ experience in Behavioral Health spans community, forensic, private, and educational settings. He has held direct service and management positions in residential, treatment, crisis intervention, and case management services.