Testing a model for the process of telephone crisis intervention

Abstract

A four-stage model of telephone helping was tested by rating 59 calls to a crisis intervention service. The rating instrument was the Crisis Call Interaction Form, a process measure with 19 behaviors in four categories: establishment of a helpful climate, assessment of the crisis, affect integration, and problem solution. Hypotheses stated that helper behaviors would vary differentially across portions (thirds) of calls. After controlling for length of call and within-call similarities, residual variances in each third of the calls were subjected to planned orthogonal comparisons. Hypotheses were generally supported: Climate decreased from first to middle third; assessment decreased in the last third; affect tended to be highest in the middle third; and problem solution increased steadily throughout the calls. However, helper behaviors from all categories were present in every portion of calls. The term "phase" was offered to replace the stage concept as a more fluid model of telephone crisis intervention.

Phases of helping in successful crisis telephone calls

“…In this phase the helper and caller are involved in identifying goals, exploring and evaluating alternatives, and making decisions regarding the next appropriate step. In an empirical test of the model, Echterling et al (1980) found that trends in helper behaviors during crisis calls were generally consistent with those hypothesized from the phase model.…”

“…The Crisis Call Interaction Form (Echterling et al, 1980) is a checklist of possible helper responses to caller statements. The response categories are derived from the model of telephone crisis intervention.…”

“…One model, proposed by Echterling, Hartsough, and Zarle (1980), presented four phases of telephone crisis intervention. In the first phase, the helper is concerned with creating or maintaining the climate necessary for intervention.…”

“…A number of authors have described the steps involved in successful telephone crisis intervention (Slaikeu, 1984;Swensen & Hartsough, 1983). One model, proposed by Echterling, Hartsough, and Zarle (1980), presented four phases of telephone crisis intervention. In the first phase, the helper is concerned with creating or maintaining the climate necessary for intervention.…”

Effectiveness of Help Lines among Sociopolitical Minorities: A View from Both Sides of the Line

“…Researchers trying to evaluate the effectiveness of telephone help lines have utilized several strategies. The most common strategy has been to assess the effectiveness of the telephone counselor by rating the counselor's responses during phone calls with actual or role-playing clients (Davies, 1982;Echterling, Hartsough, & Zarle, 1980;Genthner, 1974). Although these studies sometimes assess the impact of the counselor's responses on the caller's problem-solving behavior during the conversation, they generally assume that good counseling skills lead to positive outcomes for the caller (Bleach & Claiborn, 1974).…”