title: 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.
abstract: 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.
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; D000368:Aged; 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*; D013997:Time Factors; D014481:United States / Q000453:epidemiology