Abstract
Telephone crisis lines are increasingly providing a much needed service in the community to the lonely, the depressed, and the suicidal. The Samaritan volunteer crisis line discussed here is open to any person at any time, day or night. The instant availability of such an anonymous service attracts callers who use the line inappropriately; these people are often referred to as repeat callers. The Samaritans discovered that repeat callers were creating serious problems for both staff and volunteers. The difficult task was to develop a policy to restrict the repeat callers, but at the same time ensuring that the mandate of the crisis line was offered to them. This article examines the characteristics of repeat callers, and makes suggestions about the management of the chronic caller.
References
The cost-effectiveness of telephone vs. clinic counseling for hypertensive patients: A pilot study. American Journal of Health , (1981). 71 , 626– 628
Correspondence as adjunct to crisisline intervention in a suicide prevention centre. Crisis , (1994). 15(2) , 65– 68
Burnout in crisis line volunteers. Administration and Policy in Mental Health , (1991). 18 , 343– 354
Does telephone counselling have preventative value?. Australian & New Zealand Journal of Psychiatry , (1986). 20(1) , 23– 28
Befriending the suicidal. Crisis , (1993). 14(3) , 100– 102
The negative effects of the obscene telephone caller upon crisis intervention services. Crisis Intervention , (1985). 14(3) , 84– 92
The relationship between coping strategies and perceived stress in telephone intervention volunteers at a suicide prevention centre. Suicide and Life-Threatening Behavior , (1993). 23(3) , 221– 229
Chronic callers to a suicide prevention centre. Suicide and Life-Threatening Behavior , (1979). 9(2) , 97– 104
The implications of Tom's case. Crisis , (1993). 14(3) , 107– 108
Delivering career information on a toll free hot-line. Personnel & Guidance Journal , (1982). 61 , 505– 508
The Samaritans in the 70's . London: Constable (1973).
