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Comparing Models of Helper Behavior to Actual Practice in Telephone Crisis Intervention: A Silent Monitoring Study of Calls to the U.S. 1–800‐SUICIDE Network
Author(s) -
Mishara Brian L.,
Chag Fran¸ois,
Daigle Marc,
Balan Bogdan,
Raymond Sylvaine,
Marcoux Isabelle,
Bardon Cécile,
Campbell Julie K.,
Berman Alan
Publication year - 2007
Publication title -
suicide and life‐threatening behavior
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.544
H-Index - 90
eISSN - 1943-278X
pISSN - 0363-0234
DOI - 10.1521/suli.2007.37.3.291
Subject(s) - psychological intervention , crisis intervention , intervention (counseling) , psychology , active listening , quality (philosophy) , applied psychology , social psychology , psychiatry , psychotherapist , philosophy , epistemology
Models of telephone crisis intervention in suicide prevention and best practices were developed from a literature review and surveys of crisis centers. We monitored 2,611 calls to 14 centers using reliable behavioral ratings to compare actual interventions with the models. Active listening and collaborative problem‐solving models describe help provided. Centers vary greatly in the nature of interventions and their quality according to predetermined criteria. Helpers do not systematically assess suicide risk. Some lives may have been saved but occasionally unacceptable responses occur. Recommendations include the need for quality assurance, development of standardized practices and research relating intervention processes to outcomes.