Frequent callers to telephone helplines: New evidence and a new service model

Abstract

Background: This paper describes a program of work designed to inform a service model to address a challenge for telephone helplines, namely frequent callers. Methods: We conducted a systematic literature review and four empirical studies that drew on different data sources-(a) routinely collected calls data from Lifeline, Australia's largest telephone helpline; (b) data from surveys/ interviews with Lifeline frequent callers; (c) data from the Diagnosis, Management and Outcomes of Depression in Primary Care (diamond) study; and (d) data from Australia's National Survey of Mental Health and Wellbeing. Results: Frequent callers represent 3 % of callers but make 60 % of calls. They are isolate..