Tier 2 Support
For support specialists. Recognize escalation signals, navigate sensitive conversations, and make warm referrals.
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Recognizing Escalation and Crisis Signals
Spot the support moment fast, lock the crisis override, read signals across channels and cultures.
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The Playbook Support Toolkit
The player-facing support tools, matching tool to moment, and guiding a player in with MI.
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Referral and Escalation Pathways
Helpline channels, the warm handoff, and escalating beyond your role.
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Difficult Conversations and Boundaries
Motivational Interviewing, de-escalation, the privacy boundary, and self-care.
What you’ll be able to do
- Recognize the few clear signals that a contact has shifted from Tier 1 to Tier 2 — financial stress, loss-chasing language, ‘I can’t stop,’ and acute distress — and name what you reach for next
- Name what each Playbook support tool does, grouped by the job it does for the player — slow it, cap it, see it, step away
- Direct a player to the right support channel — call, text, or chat — as three genuinely different doors, plus the crisis line, framed as a resource and never as a warning
- Hold the Motivational Interviewing stance — partnership, acceptance, compassion, evocation — and use OARS to make a player feel heard before anything else happens
Assessment and renewal
Pass each module assessment · 80%