An exploration of national calls to Lifeline Australia: social support or urgent suicide intervention?

@article{Watson2006AnEO,
  title={An exploration of national calls to Lifeline Australia: social support or urgent suicide intervention?},
  author={Robert J Watson and J Mcdonald and Dora C. Pearce},
  journal={British Journal of Guidance \& Counselling},
  year={2006},
  volume={34},
  pages={471 - 482}
}
ABSTRACT Lifeline Australia Inc. provides a free 24-hour telephone counselling and referral service to all Australians. The trained telephone counsellors of the service record information on many of their calls in Lifeline's Client Service Management Information System (CSMIS). This paper presents a descriptive summary of a national CSMIS data set, which was compiled during a 3-month period in 2003. The CSMIS data provided a clear national profile of the callers to the service. The results of… 
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The breadth of peer-delivered suicide prevention services and their outcomes are characterized to inform future service delivery and research and to incorporate more rigorous evaluation methods regarding acceptability and effectiveness.
How do frequent users of crisis helplines differ from other users regarding their reasons for calling? Results from a survey with callers to Lifeline, Australia's national crisis helpline service
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Frequent users reported similar reasons for calling as other users but they were more likely to call regularly to talk about their feelings, which is at odds with the current model of care offered by crisis helplines which is designed to provide one-off support.
Systematic review of research into frequent callers to crisis helplines
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Suggested techniques for responding to frequent callers included: limiting the number and duration of calls allowed, assigning a specific counsellor, implementing face to face contact, and creating a specific management plan for each frequent caller.
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