Case Study · eLearning Design
Power of the Pivot
Addressing Burnout in 988 Crisis Lifeline Counselors
Duration
~40 min
Format
Interactive
Completion Rate
High ✓
The Problem
Burnout is endemic among 988 counselors, fueled by the harmful belief that stress signals weakness — discouraging healthy coping and support-seeking behaviors.
The Solution
A 30–40 min interactive module built around the 3-Step Pivot Pattern, featuring self-assessments and realistic shift scenarios for immediate on-the-job application.
My Role & Process
Research
Polyvagal Theory, active coping strategies, and emotional journey mapping to ground the design in evidence.
Design
Translated complex psychology into the 3-Step Pivot Pattern with scenario-based learning for practical transfer.
Develop
Built interactive self-assessments and realistic crisis shift scenarios to reinforce behavior change.
Results & Impact
- High course completion rates
- Increased active coping behaviors
- Improved on-call stress confidence
- Sustainable organizational resilience
Reflection & Next Steps
- Evidence-based approach drove engagement
- Expand scenario variety for diverse calls
- Add peer learning & discussion features
- Explore spaced repetition follow-ups