Abstract
Evaluation of Community Hotline Services Using Role-Playing Pseudoclients and Measures of Volunteer Effectiveness
Page S~~Matheson G C
This study utilized pseudoclients for 40 interactions to assess 4 hotlines in a large Canadian city. The volunteer staff (mostly women) were rated low on empathy, response, focus & level of facilitation scales and were judged ineffective. At times the interactions were questionable. All hotlines studied were of a general nature and offered little or no training.(LS)