Overview

Project Overview

Active Listening for Effective Peer Support is an asynchronous, self-paced course developed in response to a request from the nonprofit organization Peers4Peers.  The training provides staff members with self-paced online training to improve their communication abilities and emotional attunement skills.  The training program targets Certified Peer Support Specialists (CPSS), Peer Supervisors, and support staff members who need to develop trauma-informed client-centered relationships in professional settings.

The training program consists of online modules that include expert video lessons, scenario assessments, AI-powered role-play simulations, and peer reflection and discussion forums for learners.  The training uses universal design principles through captions and transcripts and screen reader compatibility to provide inclusive features.  The online delivery system enables departments to maintain uniformity while allowing staff members to learn at their own pace with trauma-sensitive speed control.

Problem Summary

The initial active listening training for CPSS professionals during certification does not provide sufficient depth for actual peer support work.  Staff members experience regular interruptions while dealing with intense emotional stimuli, and they often give unwanted advice, which damages trust and weakens connections.

Peers4Peers recognized a training opportunity to address these identified challenges.  The course implements emotionally intelligent and trauma-informed design principles to help learners develop meaningful skills.  The training modules focus on practice activities and reflection, which respect learners' individual experiences and their mutual goal of building genuine trust-based communication.

Learner Analysis

Primary Audience

• New CPSS professionals transitioning into active support roles.

• Peer Supervisors overseeing peer interaction and support initiatives.

• Experienced CPSS professionals seeking deeper engagement through refined listening skills.

Secondary Audience

• Administrative staff engaged in client communication.

• Non-clinical employees interacting in informal support settings.

• Volunteers assisting with outreach and peer support.

General Characteristics

• Adult learners of all genders, aged 18–74.

• Educational backgrounds range from high school diplomas to college degrees.

• Varied experience levels in mental health services, from entry-level staff to seasoned practitioners.

Entry Characteristics

• Awareness of Peers4Peers' mission and values.

• Strong motivation to form meaningful peer relationships through effective communication.

• Desire to cultivate trust and improve workplace connection.

• Deep commitment to mental health advocacy.

Design Implications

These learner characteristics directly inform course design:

• Scenario-based modules and simulations mirror workplace realities and foster experiential practice.

• Reflective activities and discussion forums provide space for emotional processing and peer insight.

• Asynchronous, trauma-informed pacing supports emotional regulation and autonomy.

• Universal design features ensure accessibility across diverse learner contexts and technology environments.

• Microlearning elements and revisit-friendly formats accommodate frontline staff with unpredictable schedules and high emotional load.

The training is built to meet learners where they are—emotionally, professionally, and pedagogically.