Relationship of Telephone Crisis Intervention Process to Successful Crisis Resolution

The purpose of this study was to test if systematic variations in the helper’s behavior, or the occurrence of phases during a call, are related to a successful outcome. Helper statements made in sampled calls were coded by raters using the Crisis Call Interaction Form. Following each call, the Crisis Call Outcome Form was completed. Systematic changes in 3 of the 4 helper behavior categories during the crisis call were found to predict a successful outcome. From the findings a model is proposed.