A trial to address the complex needs of counselling helpline callers

Vivekananda, Kitty; Bamford, Helen; Allen, Caroline; Evans, Ann; Woodward, Alan; Leckie, Suzanne

doi:10.1080/18387357.2019.1675477

Cited by 2 publications

(8 citation statements)

References 13 publications

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“…Cogent arguments, sometimes bolstered by case examples, have been made to support these recommendations. For example, Vivekananda, Bamford et al (2019) reported on their Wellbeing Support Program, where callers received 12 calls from trained helpers. Semistructured interviews with 20 participants and a study of written records indicated caller satisfaction and some caller improvements.…”

Section: Resultsmentioning

confidence: 99%

“…The advantage is a more consistent approach tailored to each caller. A disadvantage is the amount of personnel time needed to develop, monitor, implement, and update the plans.Initiating regular contacts rather than waiting for (or allowing) callers to contact the service (Barmann, 1980; Vivekananda, Bamford et al, 2019). Advantages of this approach are that it solves the problem of “overburdening” the lines, and may foster a more consistent approach and better continuity of care.…”

Section: Resultsmentioning

confidence: 99%

“…3. Assigning a specific helper to respond to all calls from each frequent caller (Brockopp et al, 2002;Pirkis et al, 2016;Vivekananda, Bamford et al, 2019). The advantage of this is a more consistent approach tailored to each caller.…”

Section: Recommendations Madementioning

confidence: 99%

“…7. Providing brief structured interventions to reduce anxiety and depression, including coping with chronic stressors, using a trauma informed care model (Pirkis et al, 2016;Vivekananda, Bamford et al, 2019). This may help reduce anxiety and depression.…”

Section: Recommendations Madementioning

confidence: 99%

“…A second concern is the emotional drain on helpers (people answering the phone calls on helplines; e.g., Haycock, 1998). Helpers may feel that frequent callers' calls are difficult because of the complexity of their problems (Vivekananda, Bamford et al, 2019). Helpers have experienced a lack of competence in dealing with these callers (Brockopp et al, 2002; Haycock, 1998; Kinzel & Nanson, 2000), feelings of being manipulated (Kinzel & Nanson, 2000), frustration and resentment (Brockopp et al, 2002; Haycock, 1998), and sometimes burnout (Kinzel & Nanson, 2000).…”

Section: Rationale For This Reviewmentioning

confidence: 99%

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Systematic Review of Research and Interventions With Frequent Callers to Suicide Prevention Helplines and Crisis Centers

Mishara

Côté

Dargis

2023

Crisis

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Abstract. Background: Helplines worldwide have frequent callers who may occupy a large proportion of call volume. Therapeutic gain from frequent calling has been questioned. We conducted this review to identify the characteristics of frequent callers and to compile recommendations about how best to help them. Method: Using preferred reporting items for systematic reviews and meta-analyses (PRISMA) standards, we searched for all empirical research in English and French from inception to May, 2020 in PubMed, PsycInfo, and the CRISE library. Results: We identified 738 manuscripts and retained 27 for analyses. Nine provided no definition of frequent callers; nine mixed frequent callers with repeat callers (>1 calls); nine concerned frequent callers (≥8 calls/month). The limited data suggest frequent callers are similar to other callers and often experience mental health problems, loneliness, and suicide risk. From recommendations in all 27 studies, we identified 10 suggestions to better manage and help frequent callers that merit validation. Limitations: The small number of empirical investigations and the diversity of their goals and methodologies limit generalizations. Although recommendations for helping callers may have face validity, empirical data on their effectiveness are scarce. Conclusion: Rather than focusing on reducing call frequency, we should empirically evaluate the benefits of interventions for frequent callers with different calling patterns, characteristics, and reasons for calling.

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Section: Resultsmentioning

confidence: 99%