Toward an evaluation of telephone counseling

Tapp, Jack T.; Slaikeu, Karl A.; Tulkin, Steven R.

doi:10.1007/bf00878974

Cited by 16 publications

(5 citation statements)

References 6 publications

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“…A second example of CAFS use in evaluation research is in the area of client outcome evaluation (see Tapp, Slaikeu, & Tulkin, 1974). Lester (1970), Slaikeu et a].…”

Section: Resultsmentioning

confidence: 99%

A categorization system of crisis center telephone use: Patterns of interaction

Johnson¹,

Barry²

1978

J. Community Psychol.

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Current investigations of telephone crisis intervention effectiveness have neglected the evaluation of broad patterns of interaction between the crisis center and the larger community. This study describes the development and implementation of a Caller Frequency Category System (CAFS) which is based upon the frequency and type of contacts between callers and the center. Data collected for 100 clients from a crisis intervention center suggest that the system can be applied reliably and does differentiate among clients by the type of interaction they have with the center. Two unexpected findings were that (a) longer‐term callers tended to be older men or teenage girls, and (b) the greatest proportion of total telephone use involved calls initiated by the center itself to people other than crisis clients. Revisions to the CAFS are proposed which will clarify the role which a crisis center serves in the community‐wide resolution of personal crises.

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“…A second example of CAFS use in evaluation research is in the area of client outcome evaluation (see Tapp, Slaikeu, & Tulkin, 1974). Lester (1970), Slaikeu et a].…”

Section: Resultsmentioning

confidence: 99%

A categorization system of crisis center telephone use: Patterns of interaction

Johnson¹,

Barry²

1978

J. Community Psychol.

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“…Further, the specificity-focus coding system did not produce significant correlations with concreteness ratings, nor did the follow-up scales. Also, Tapp, Slaikeu, and Tulkin (1974) found that only two of nine items of the Fowler Technical Effectiveness Scale (which examines specific information elicited by volunteers) correlated significantly with concreteness. Finally, Muehlberg, Pierce, and Drasgow (1969) found high positive correlations between the five scales of empathy, positive regard, genuineness, concreteness, and self-disclosure.…”

Section: Discussionmentioning

confidence: 98%

Process and outcome in the evaluation of telephone counseling referrals.

Slaikeu¹,

Tulkin²,

Speer³

1975

Journal of Consulting and Clinical Psychology

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“…The calls were coded on the Fowler scale by volunteers trained in its use. Specific items on the Fowler scale and interobserver reliabilities are reported in the previous publication (Tapp et al, 1974). Referral responsiveness was coded as 3, 2, or 1.…”

Section: Methodsmentioning

confidence: 99%

“…In an attempt to relate worker effectiveness to the outcome of a telephone intervention, we have examined the intercorrelations between clinical and technical effectiveness and the outcome measure of whether a caller appears for a scheduled appointment to a crisis center (Tapp, Slaikeu, & Tulkin, 1974). We found that ratings of therapeutic concreteness (Carkhuff, 1969), the identification of a specific problem (item 3 from the Fowler Scale of Technical Effectiveness, Fowler & McGee, 1973), and a rating of the client's responsiveness to the suggested referral combined to correlate very highly (R = .93) with this measure of outcome.…”

mentioning

confidence: 99%

The prediction of “shows” and “no‐shows” to a crisis center

Walfish

Tapp

Tulkin

et al. 1975

American J of Comm Psychol

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The relationship between measures of worker effectiveness in a therapeutic telephone intervention and whether a caller shows for a scheduled appointment can be used to assess the variables that contribute to "successful" telephone counseling. This study replicated the findings of a previous investigation in showing that the motivation of a caller in response to the question of a referral was positively correlated with "showing" for the appointment. Futher, the identification of a specific problem related negatively to the caller's response to the referral. However, the concreteness of the phone worker was not correlated with whither the scheduled appointment was kept by the caller.

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Toward an evaluation of telephone counseling

Cited by 16 publications

References 6 publications

A categorization system of crisis center telephone use: Patterns of interaction

A categorization system of crisis center telephone use: Patterns of interaction

Process and outcome in the evaluation of telephone counseling referrals.

The prediction of “shows” and “no‐shows” to a crisis center

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