Development and Validation of Supervision Scale in Phone Consultation in Iran

Abstract

The purpose of the present research is to develop and validate an instrument for supervision in phone consultation. Literature review and focus group discussion in the first stage led to the extraction of twenty items for the supervision scale. After the initial administration and the group work of the specialized team and upon receiving the feedback, the repetitive and overlapping items were deleted and ten important items were selected. Finally, the instrument was administered on 499 consolers of phone consultation in 19 provinces of Iran, consisted of male and female individuals cooperating in the counselor's voice. The consolers were trained and assessed by 96 supervisors. The supervisors consisted of male and female supervisors introduced as supervisors by the State Welfare Organization of Iran in different provinces all over the country. This study was conducted in State Welfare Organization of Iran. The exploratory factor analysis on the supervision scale revealed two dimensions: therapeutic alliance and intervention. The result showed the supervision scale was a valid and reliable instrument for assessing the consultation process in the semi-structured model of phone consultation. The finding is in line with previous studies in terms of therapeutic alliance, intervention in the semi-structured model of phone consultation.

A Study of Callers to a Telephone Counseling Service

“…Although, Dehghani et al (2017) developed and validated a Supervision Scale in phone consultation in Iran with two therapeutic alliance and intervention dimensions for this scale, we recommend that telephone counseling services use a Technical Effectiveness Scale to measure the counselor's performance after the call, including: (a) Can the caller be immediately re contacted? (b) Did the counselor ask for or obtain specific information regarding significant others?…”