Crisis line services
A 12‐month descriptive analysis of callers, call content, and referrals
Bibliographic Data
| ID | 14947971 |
|---|---|
| Authors | Cassandra L Bone (0000-0001-8734-193X, Department of Psychological Sciences University of Missouri Columbia MO USA, corresponding author), Ashley C Helle (0000-0002-9115-777X, Department of Psychological Sciences University of Missouri Columbia MO USA), Stephanie Logan (DeafLEAD Columbia MO USA), Stephanie M Logan (Central Institute for the Deaf) |
| Year | 2021 |
| Volume | 29 |
| Issue | 3 |
| Pages | 738-745 |
| Publication date | 2021-05-01 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Health & Social Care in the Community (JOURNAL) |
| Journal identifiers | ISSN: 0966-0410 • E-ISSN: 1365-2524 |
| Publisher | Wiley (PUBLISHER • GB) |
| DOI | 10.1111/hsc.13325 |
| PMID | 33662156 |
| OpenAlex | W3134162177 |
| Language | EN |
| Citations received | 3 |
| References cited | 21 |
Crisis lines are a valuable community resource that anonymously and freely serve those in acute crisis. As a result of anonymity, it has been difficult to fully characterise crisis line services. However, appraising and improving crisis line services for the communities they serve is essential, even with the additional difficulty anonymity poses. This study seeks to increase our understanding of current crisis services and utilisation via a characterisation of various aspects of a United States crisis line service centre over 12-months including features of calls (e.g. call length), callers (e.g. victimisation history), and information provided to the caller (e.g. referrals). We examine five crisis lines totalling 5,001 calls from October 2018 to September 2019. Descriptive information is provided on call volume, patterns across time, caller characteristics, victimisation types, and referrals. Although we were unable to assess prospective outcomes due to anonymity, 99.5% of callers that were asked (61.35% of all calls; n = 3,068) reported the call as helpful. This provides an important overview of crisis line services and suggests they are a valuable community health resource serving a range of callers. Given the findings of the present study, we conclude with a discussion of recommendations and implications for community crisis line centres and future research
Anonymity · Business · Call centre · Computer security · Family medicine · Internet privacy · Medical emergency · Poison control · Political science · Public relations · Referral · Suicide prevention · Telecommunications · Victimisation · Computer Science · Emergency and Acute Care Studies · Homelessness and Social Issues · Medicine · Psychiatric care and mental health services · Marketing
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| Citations per year | 3 |
|---|---|
| Citation span | 2026 - 2026 (1) |
| Highly cited | No |