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Tier 2 Support 1 hr 29 min

When someoneasks for help.

“Can we talk somewhere private?” Start with what the person is asking. Practice listening, explaining the options you can offer and bringing in the right help without making them repeat more than necessary.

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A support request

“Can we talk somewhere private?”
How to respond

Offer the private setting your procedure allows and explain its limits. Promise confidentiality only where your role and the approved rules support it.

The lessons

Follow a support conversation from the first words to the next person taking responsibility. Use your local procedures alongside the cases.

Recommended first: All Employees

  1. What the person is asking

    “Where is my time record?” and “I can’t stop” call for different replies. Listen to the words used and follow the urgent procedure when safety is at stake.

    18 min

  2. Explaining the available tools

    The person asks for a limit or a break. Explain the available tool, check its terms and confirm what has actually taken effect.

    26 min

  3. Checking the handoff

    You have contacted the next team. Have they accepted the request? Check the route, what you may share and who is taking responsibility.

    20 min

  4. Care and clear boundaries

    An upset caller wants a change you cannot make. Respond with care, explain the boundary and offer a next step you can provide.

    25 min

Keep to hand

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 verified support channel, and distinguish general support from the approved urgent-response route
  • Use the Motivational Interviewing listening stance and OARS within the support role, while preserving required safety actions

Assessment and renewal

Pass each module assessment · 80%

Renewal: 6 months

Developed by Kahlil Simeon-Rose, Ph.D. · GP Advisory LLC