Development of an outcome monitoring system for crisis telephone ...

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Development of an Outcome Monitoring System 43 No Response: (N=35; n=1; 2.9%) Centre for Research on Community Services
Development of an Outcome Monitoring System 44 Appendix D Could you tell me in your own words what could be improved at the Distress Centre? Characteristics of Service: (N=35; n=12; 34.3%) - Some are clearly reading from notes on how to handle a caller and reveal the reason they are asking the questions they ask. These are helping from the book which leaves the heart out and usually is no help at all. Fortunately these are in the minority - More hours with service? - Message feels discouraging on Distress Centre phone line. The phone message on the Mental Health Crisis Line tells callers to stay on line while DC tells caller to hang up and try again. She feels that this message is discouraging. - Need for more volunteers. Often busy signals. Wishes she could talk longer. - Nothing really. Maybe more time per person. - More frequent time. More time per person (not just 10 minutes). - Make it easier to get through to someone because it gets frustrating when you can't talk to someone. - Wishes there was a Distress Centre one could visit. - Doesn't connect with all the volunteers. - Better availability for getting through - Hard to get through in middle of night when having a panic attack. - Wishes that it were easier to get through - often busy- which is difficult when one is having a panic attack. Skills of Volunteers: (N=35; n=5; 14.3%) - When the volunteers do not understand the problem, they frequently just end the call even if the caller is in tears and very upset. Many do not know when and how to apply the time limit rules. - Sometimes more empathy, sometimes more aggressive if the person is suicidal which I have been several times. - More advice needed. Feels that pours out heart and Distress Centre does nothing to help him or change his situation. - Some men are not totally comfortable with his homosexuality. - Some volunteers are too agreeable and don't give enough suggestions. Knowledge of Volunteers: (N=35; n=5; 14.3%) - Younger volunteers can't relate to issues. They don't have the breadth to understand what older people are experiencing - 'solutions to helping others - More specific information about bipolar disorder and other mental illnesses. - Wishes there were more older volunteers - More training around sexual assault and abuse Centre for Research on Community Services
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Development of an outcome monitoring system for crisis telephone ...

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