Year: 1995 Source: Crisis, v.16, no.2, (1995), p.66-71, 89 SIEC No: 19950147

Repeat callers represent a major challenge to crisis lines, from both organizational & volunteer perspectives. This article examines the problem & characteristics of repeat callers & reports on development & implementation of a policy by the Samaritan branch in Southern Alberta to restrict repeat callers. Analysis of operations 5 months after policy implementation showed that time spent on the telephone with repeat callers dramatically dropped 48% – from 172.2 hours to 82.3 hours. (10 Refs.)