Development of the Crisis Call Outcome Rating Scale.

Bonneson, Mary E.; Hartsough, Don M.

doi:10.1037/0022-006x.55.4.612

Cited by 13 publications

(11 citation statements)

References 4 publications

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“…The all volunteer centers least often had low levels of respect and empathy. The all volunteer centers had significantly higher (more positive) scores ( M = 105.09, SD = 19.40) than the all professional and the mixed volunteer and professional centers ( M = 99.89, SD = 20.53) on the Crisis Call Outcome Rating Scale (CCORS, Bonneson & Hartsough, ), which was used to assess the overall effectiveness of telephone help ( F = 6.68, df = 1, 1,226, p < .01).…”

Section: Resultsmentioning

confidence: 99%

Comparison of the Effects of Telephone Suicide Prevention Help by Volunteers and Professional Paid Staff: Results from Studies in the USA and Quebec, Canada

Mishara

Daigle

Bardon

et al. 2016

Suicide & Life Threat Behav

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Research since the 1960s has consistently found that lay volunteers are better at helping suicidal callers than professionals. Yet, professional degrees are increasingly becoming requirements for helpline workers. In our first study, we conducted post hoc comparisons of U.S. helplines with all professional paid staff, all lay volunteers, and a mix of both, using silent monitoring and standardized assessments of 1,431 calls. The volunteer centers more often conducted risk assessments, had more empathy, were more respectful of callers, and had significantly better call outcome ratings. A second study of five Quebec suicide prevention centers used silent monitoring to compare telephone help in 1,206 calls answered by 90 volunteers and 39 paid staff. Results indicate no significant differences between the volunteers and paid employees on outcome variables. However, volunteers and paid staff with over 140 hours of call experience had significantly better outcomes. Unlike the United States, Quebec paid employees were not required to have advanced professional degrees. We conclude from these results and previous research that there is no justification for requiring that suicide prevention helpline workers be mental health professionals. In fact, the evidence to date indicates that professionals may be less effective in providing telephone help to suicidal individuals when compared to trained lay volunteers.

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Section: Resultsmentioning

confidence: 99%

Comparison of the Effects of Telephone Suicide Prevention Help by Volunteers and Professional Paid Staff: Results from Studies in the USA and Quebec, Canada

Mishara

Daigle

Bardon

et al. 2016

Suicide & Life Threat Behav

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“…The CCORS (Bonneson & Hartsough, ) is a validated 26‐item rating scale. Items reflect visitors' positive and negative experiences and behaviors (e.g., “visitor said thanks”; “visitor went round in circles when talking”; or “visitor said the helper did not listen”) rated on a 7‐point Likert scale with a sum score ranging from 26 to 182, higher sum scores indicating more successful outcomes.…”

Section: Methodsmentioning

confidence: 99%

“…Through silent listening, Mishara et al. rated visitors' emotional states and suicidal ambivalence in the first and last 2 minutes of calls using the Crisis Call Outcome Rating Scale outcomes (CCORS; Bonneson & Hartsough, ) at the end of calls; and scored helpers' behaviors and attitudes throughout the call. Overall, Mishara et al.…”

mentioning

confidence: 99%

Evaluation of the 113Online Suicide Prevention Crisis Chat Service: Outcomes, Helper Behaviors and Comparison to Telephone Hotlines

Mokkenstorm

Eikelenboom

Huisman

et al. 2016

Suicide & Life Threat Behav

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Recognizing the importance of digital communication, major suicide prevention helplines have started offering crisis intervention by chat. To date there is little evidence supporting the effectiveness of crisis chat services. To evaluate the reach and outcomes of the 113Online volunteer-operated crisis chat service, 526 crisis chat logs were studied, replicating the use of measures that were developed to study telephone crisis calls. Reaching a relatively young population of predominantly females with severe suicidality and (mental) health problems, chat outcomes for this group were found to be comparable to those found for crisis calls to U.S. Lifeline Centers in 2003-2004, with similar but not identical associations with specific helpers' styles and attitudes. Our findings support a positive effect of the 113Online chat service, to be enhanced by practice standards addressing an apparent lack of focus on the central issue of suicidality during chats, as well as by the development of best practices specific for online crisis intervention.

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“…In another study employing reliable independent raters and the use of a validated assessment tool, Mishara and colleagues (19,20) (high risk of bias; Oxford quality rating of 4) analyzed 1,431 adults crisis calls to the Hopeline Network in the US between August 2003 and May 2004. Caller mood/states and helper responses were evaluated via ratings by two silent monitors observing unobtrusively, and differences between centers were evaluated by the Crisis Call Outcome Rating Scale (CCORS) (46). Reliability analyses were performed for silent monitor observations of helpers, and interrater agreement was found to be quite high throughout (19,20).…”

Section: (Continued)mentioning

confidence: 99%

The Effectiveness of Crisis Line Services: A Systematic Review

Hoffberg

Stearns‐Yoder

Brenner

2020

Front. Public Health

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Background: Crisis lines are a standard component of a public health approach to suicide prevention. Clinical aims include reducing individuals' crisis states, psychological distress, and risk of suicide. Efforts may also include enhancing access and facilitating connections to behavioral health care. This review examines models of crisis line services for demonstrated effectiveness.Methods: Literature searches of Medline, EMBASE, PsycINFO, Web of Science, CINAHL, Cochrane Library, and Google Scholar were conducted from January 1, 1990, to May 7, 2018. Experts were contacted, and references were mined for additional studies. Eligible studies provided health-or utilization-related effectiveness outcome(s). Results were graded according to the Oxford Centre for Evidence-Based Medicine and evaluated for risk of bias using the Effective Public Health Practice Project quality assessment tool for quantitative studies.Results: Thirty-three studies yielded effectiveness outcomes. In most cases findings regarding crisis calls vs. other modalities were presented. Evaluation approaches included user-and helper-reported data, silent monitoring, and analyses of administrative records. About half of studies reported immediate proximal outcomes (during the crisis service), and the remaining reported distal outcomes (up to four years post-contact). Most studies were rated at Oxford level four evidence and 80% were assessed at high risk of bias.Conclusions: High quality evidence demonstrating crisis line effectiveness is lacking. Moreover, most approaches to demonstrating impact only measured proximal outcomes. Research should focus on innovative strategies to assess proximal and distal outcomes, with a specific focus on behavioral health treatment engagement and future selfdirected violence.

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Development of the Crisis Call Outcome Rating Scale.

Cited by 13 publications

References 4 publications

Comparison of the Effects of Telephone Suicide Prevention Help by Volunteers and Professional Paid Staff: Results from Studies in the USA and Quebec, Canada

Comparison of the Effects of Telephone Suicide Prevention Help by Volunteers and Professional Paid Staff: Results from Studies in the USA and Quebec, Canada

Evaluation of the 113Online Suicide Prevention Crisis Chat Service: Outcomes, Helper Behaviors and Comparison to Telephone Hotlines

The Effectiveness of Crisis Line Services: A Systematic Review

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