Journal article

Frequent callers to crisis helplines: Who are they and why do they call?

Matthew J Spittal, Izabela Fedyszyn, Aves Middleton, Bridget Bassilios, Jane Gunn, Alan Woodward, Jane Pirkis

AUSTRALIAN AND NEW ZEALAND JOURNAL OF PSYCHIATRY | SAGE PUBLICATIONS LTD | Published : 2015

Abstract

OBJECTIVE: Frequent callers present a challenge for crisis helplines, which strive to achieve optimal outcomes for all callers within finite resources. This study aimed to describe frequent callers to Lifeline (the largest crisis helpline in Australia) and compare them with non-frequent callers, with a view to furthering knowledge about models of service delivery that might meet the needs of frequent callers. METHOD: Lifeline provided an anonymous dataset on calls made between December 2011 and May 2013. We assumed calls from the same (encrypted) phone number were made by the same person, and aggregated call level data up to the person level. Individuals who made 0.667 calls per day in any p..

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