| No. | Item | Definition |
|---|---|---|
| 1. | 911 | emergency telephone service |
| 2. | abuse | cruel or violent treatment |
| 3. | addiction | compulsive dependence on something |
| 4. | address | specific location details |
| 5. | alone | without other people present |
| 6. | anger | strong feeling of displeasure |
| 7. | anxiety | persistent worry or nervousness |
| 8. | assault | violent physical attack |
| 9. | assess | evaluate a situation carefully |
| 10. | bias | unfair preference or prejudice |
| 11. | bleeding | loss of blood |
| 12. | boundary | limit of acceptable involvement |
| 13. | burnout | exhaustion from prolonged stress |
| 14. | caller | person making the call |
| 15. | calm | free from agitation or panic |
| 16. | clarify | make something clearer |
| 17. | compassion | sympathetic concern for suffering |
| 18. | confidentiality | keeping shared information private |
| 19. | consent | permission or agreement |
| 20. | cope | manage difficulties successfully |
| 21. | counseling | professional emotional guidance |
| 22. | crisis | time of intense difficulty |
| 23. | de-escalate | reduce intensity of conflict |
| 24. | depression | persistent low mood |
| 25. | disclosure | revealing personal information |
| 26. | discrimination | unfair treatment of people |
| 27. | dispatch | send emergency help |
| 28. | dissociation | feeling detached from reality |
| 29. | distress | extreme anxiety or sorrow |
| 30. | documentation | written record of interaction |
| 31. | emergency | serious unexpected dangerous situation |
| 32. | empathy | understanding another person’s feelings |
| 33. | exploitation | unfair use of someone |
| 34. | fatigue | extreme tiredness |
| 35. | fear | strong unpleasant emotion of danger |
| 36. | flashback | sudden vivid traumatic memory |
| 37. | follow-up | later contact after first talk |
| 38. | grief | deep sorrow after loss |
| 39. | guilt | feeling responsible for wrongdoing |
| 40. | hallucination | perception without external cause |
| 41. | harassment | repeated unwanted troubling behavior |
| 42. | harm | physical or emotional injury |
| 43. | homophobia | prejudice against gay people |
| 44. | ideation | serious thoughts about an act |
| 45. | identity | who a person is |
| 46. | imminent | about to happen very soon |
| 47. | inclusive | welcoming all kinds of people |
| 48. | intake | initial collection of information |
| 49. | intent | purpose to do something |
| 50. | interpreter | person translating spoken language |
| 51. | intervene | become involved to help |
| 52. | language barrier | difficulty from different languages |
| 53. | lethal | capable of causing death |
| 54. | listen | pay close attention to speaker |
| 55. | location | place where someone is |
| 56. | means | available method or tool |
| 57. | medication | medicine used for treatment |
| 58. | neglect | failure to provide needed care |
| 59. | nonjudgmental | not critical or condemning |
| 60. | open-ended | allowing broad, detailed answers |
| 61. | overdose | dangerous amount of a drug |
| 62. | panic | sudden overwhelming fear |
| 63. | patience | ability to stay calm |
| 64. | pause | brief stop or break |
| 65. | plan | detailed intended course of action |
| 66. | policy | formal rule or guideline |
| 67. | presence | attentive being with someone |
| 68. | pronouns | words replacing nouns like names |
| 69. | protocol | official procedure to follow |
| 70. | rapport | close and understanding connection |
| 71. | reassure | comfort and reduce worry |
| 72. | referral | direction to another service |
| 73. | reflect | mirror back what was said |
| 74. | resilience | ability to recover well |
| 75. | resource | source of help or support |
| 76. | respect | due regard for someone |
| 77. | risk | possibility of harm or loss |
| 78. | safety | freedom from danger or harm |
| 79. | self-harm | deliberate injury to oneself |
| 80. | shame | painful feeling of humiliation |
| 81. | silence | absence of speech or sound |
| 82. | stress | mental or emotional strain |
| 83. | suicidal | thinking about ending life |
| 84. | summarize | state main points briefly |
| 85. | supervisor | person overseeing the work |
| 86. | support | help and encouragement |
| 87. | survivor | person who lived through harm |
| 88. | therapy | treatment for mental difficulties |
| 89. | transphobia | prejudice against trans people |
| 90. | trauma | deep emotional wound |
| 91. | trigger | something that provokes distress |
| 92. | trust | confidence in someone’s reliability |
| 93. | unconscious | not awake or aware |
| 94. | unsafe | not protected from danger |
| 95. | urgent | needing immediate attention |
| 96. | validate | acknowledge feelings as real |
| 97. | volunteer | person offering unpaid help |
| 98. | vulnerable | open to emotional harm |
| 99. | welfare check | safety visit by authorities |
| 100. | withdrawal | symptoms after stopping a substance |