*This study was conducted under contract with the American Association of Suicidology in fulfillment of the evaluation requirements of Grant No. 6079SM54–27–01–1 from the Substance Abuse and Mental Health Services Administration, U.S. Department of Health and Human Services. Thanks to Reese Butler, the Kristin Brooks Hope Center staff, Jerry Reed, and the Directors and helpers at the crisis centers who participated in this study.
Which Helper Behaviors and Intervention Styles are Related to Better Short-Term Outcomes in Telephone Crisis Intervention? Results from a Silent Monitoring Study of Calls to the U.S. 1–800-SUICIDE Network
Article first published online: 31 DEC 2010
2007 The American Association for Suicidology
Suicide and Life-Threatening Behavior
Volume 37, Issue 3, pages 308–321, June 2007
How to Cite
Mishara, B. L., Chagnon, F., Daigle, M., Balan, B., Raymond, S., Marcoux, I., Bardon, C., Campbell, J. K. and Berman, A. (2007), Which Helper Behaviors and Intervention Styles are Related to Better Short-Term Outcomes in Telephone Crisis Intervention? Results from a Silent Monitoring Study of Calls to the U.S. 1–800-SUICIDE Network. Suicide and Life-Threat Behavi, 37: 308–321. doi: 10.1521/suli.2007.37.3.308
- Issue published online: 31 DEC 2010
- Article first published online: 31 DEC 2010
- Manuscript Received: July 28, 2006 Manuscript Accepted: November 1, 2006
A total of 2,611 calls to 14 helplines were monitored to observe helper behaviors and caller characteristics and changes during the calls. The relationship between intervention characteristics and call outcomes are reported for 1,431 crisis calls. Empathy and respect, as well as factor-analytically derived scales of supportive approach and good contact and collaborative problem solving were significantly related to positive outcomes, but not active listening. We recommend recruitment of helpers with these characteristics, development of standardized training in those methods that are empirically shown to be effective, and the need for research relating short-term outcomes to long-term effects.