Development of an outcome monitoring system for crisis telephone ...
Development of an outcome monitoring system for crisis telephone ...
Development of an outcome monitoring system for crisis telephone ...
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<strong>Development</strong> <strong>of</strong> <strong>an</strong> Outcome Monitoring System<br />
23<br />
needed. Similarly, two <strong>of</strong> the three respondents said that TAO had met most or almost all <strong>of</strong><br />
their needs.<br />
In response to <strong>an</strong> open-ended question about what they liked most about TAO<br />
<strong>telephone</strong> services, two respondents identified characteristics <strong>of</strong> volunteers that included<br />
helpfulness, warmth, patience, sensitivity, <strong>an</strong>d calmness. The other respondent referred to<br />
the assist<strong>an</strong>ce he or she has received.<br />
A question asking respondents to make suggestions <strong>for</strong> improving TAO services<br />
yielded only a response from one respondent. In particular, the respondent suggested that the<br />
agency needed <strong>an</strong> <strong>an</strong>swering machine. The respondent also mentioned that he disliked when<br />
he or she was asked to phone back because a current call was more import<strong>an</strong>t th<strong>an</strong> his or<br />
hers.<br />
Distress Centre <strong>of</strong> Ottawa <strong>an</strong>d Region<br />
Sample<br />
A total <strong>of</strong> 373 callers were rated by 15 volunteers at DCO over the course <strong>of</strong> the third<br />
pilot study. Women represented over two-thirds <strong>of</strong> the rated callers (72%) while men made a<br />
little over one-quarter <strong>of</strong> the rated callers (28%). The general content <strong>of</strong> the calls as assessed<br />
by volunteers showed the majority identified as involving distress (62%), followed by <strong>crisis</strong><br />
(23%) <strong>an</strong>d support (15%). As shown in Figure 3, there are similar proportions <strong>for</strong> the three<br />
type <strong>of</strong> callers who were rated in third pilot study with 39% identified by volunteers as<br />
occasional callers, 32% perceived to be new callers, <strong>an</strong>d 29% defined as repeat callers.<br />
Figure 3<br />
Type <strong>of</strong> Caller Rated at DCO (N = 373)<br />
29%<br />
39%<br />
Occasional<br />
New<br />
Repeat<br />
32%<br />
Interpersonal problems (82%) were the most frequent problem area identified by<br />
volunteers in the rated calls followed by mental health difficulties (76%). Other problems<br />
areas identified in rated calls by volunteers in descending order <strong>of</strong> frequency were physical<br />
health problems (33%), subst<strong>an</strong>ce abuse difficulties (24%), experience <strong>of</strong> abuse <strong>an</strong>d/or<br />
violence in relationships (18%), occupational <strong>an</strong>d/or fin<strong>an</strong>cial difficulties (18%), <strong>an</strong>d suicidal<br />
risk (18%). Of those 18% <strong>of</strong> callers identified as having a suicide risk, 14% were considered<br />
<strong>of</strong> low risk <strong>an</strong>d 4% were rated as being <strong>of</strong> a moderate to high risk.<br />
Centre <strong>for</strong> Research on Community Services
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