Training Description:

Working in housing and homeless services often means navigating high-stress situations and responding to clients in crisis. This four-hour interactive training equips frontline staff, case managers, outreach workers, shelter staff, and other providers with practical tools to safely and effectively de-escalate tense situations while maintaining compassion and professionalism.

Participants will explore the root causes of escalation and learn to recognize early warning signs, both verbal and non-verbal. Through case studies, role play, and self-reflection, this session emphasizes trauma-informed and person-centered approaches that support client dignity and staff well-being.

This training is ideal for anyone working in direct service roles who wants to feel more confident and prepared when faced with challenging interactions.

 

 

Krystal Diel, LMSW-Clinical, LCSW (She/her/hers) received her Master of Social Work at Grand Valley State University and her Bachelor of Social Work at Central Michigan University. Krystal is an experienced trauma therapist and has worked with survivors of domestic violence and sexual assault since 2013 in a variety of settings: crisis lines, a children’s advocacy center, emergency room and primary care, universities, and domestic violence/sexual assault agencies. As an EMDR clinician and certified yoga teacher, Krystal takes a trauma informed and survivor centered approach to meeting clients’ needs. In addition to her clinical work, Krystal is an adjunct faculty member at a regional university.