I suffer from general anxiety disorder and at times from PTSD (I witnessed a homicide). I have applied and got accepted for a crisis hot line position. I want your feedback. What can I do to help people going through a crisis that will help make things easier?

What do you need to hear?
What do you expect?
What questions do you want me to ask?
How can I get you thinking clearly again, do I just need to let you vent, or do you need me to help walk you out of the quicksand?

Your feedback means a lot to me.