title: 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.
abstract: 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.
authors.affiliation: Center for Research and Intervention on Suicide and Euthanasia (CRISE), University of Quebec at Montreal, Montreal, Quebec, Canada. mishara.brian@uqam.ca
authors.forename: Brian L
authors.initials: BL
authors.lastname: Mishara
authors.forename: François
authors.initials: F
authors.lastname: Chagnon
authors.forename: Marc
authors.initials: M
authors.lastname: Daigle
authors.forename: Bogdan
authors.initials: B
authors.lastname: Balan
authors.forename: Sylvaine
authors.initials: S
authors.lastname: Raymond
authors.forename: Isabelle
authors.initials: I
authors.lastname: Marcoux
authors.forename: Cécile
authors.initials: C
authors.lastname: Bardon
authors.forename: Julie K
authors.initials: JK
authors.lastname: Campbell
authors.forename: Alan
authors.initials: A
authors.lastname: Berman
mesh_terms: D000293:Adolescent; D000328:Adult; D003419:Crisis Intervention; D005260:Female; D006379:Helping Behavior; D015277:Hotlines; D006801:Humans; D008297:Male; D008875:Middle Aged; D013406:Suicide, Attempted / Q000517:prevention & control* / Q000706:statistics & numerical data*; D014481:United States / Q000453:epidemiology