TELEPHONE CRISIS INTERVENTION: PROCESSES AND OUTCOMES

STEPHEN K OPENSHAW, Purdue University

Abstract

The primary goal of the present study was to provide an empirical test of the three phase model of telephone crisis intervention proposed by Echterling (1977; Echterling, Hartsough & Zarle, 1980). Primary considerations in the choice of methodology were: (1) to attempt to make sense of the process of telephone crisis intervention by studying actual calls, rather than through the use of simulated calls or analogue procedures; (2) to conceptualize the study from the perspective of crisis theory, rather than some alternative psychotherapy model; and (3) to attempt to relate process variables to some aspects of the outcome of the crisis call. A review of the literature indicated that a crisis involves (1) a disruption of an individual's problem-solving abilities that is the result of (2) an identifiable precipitating situation that is (3) time-limited (Rosenbaum & Calhoun, 1977). It was noted that crisis intervention by telephone appears to be a unique form of crisis intervention. The results generally were supportive of a three phase model of telephone crisis intervention. Given the basic conditions necessary for helping to occur, the process of telephone crisis intervention appears to be characterized by three interrelated processes or phases: (1) assessment of the crisis, (2) affect integration, and (3) problem-solution. High relative proportions of helper assessment behaviors in the initial portion and affect-related helper behaviors in the middle portion were found to be significantly related to one aspect of the outcome of the successful crisis call. The results of the present study were discussed in relation to the earlier study by Echterling. Limitations, suggestions for further research, and the implications of this research for the training of crisis telephone workers were discussed.

Degree

Ph.D.

Subject Area

Psychotherapy

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