Multilevel model of a helpline quality assessment

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Abstract

A model of assessment of the work of help-line is proposed. The authors discuss four levels of this process: client-counselor relations, helpline as organization, helpline among other organizations involved in mental health domain, helpline and society. It is claimed that for each level a number of specific criteria of helpline assessment can be proposed.

General Information

Keywords: helpline, counseling, assessment

Journal rubric: Therapevtic Community

Article type: scientific article

For citation: Fedunina N.Y., Chursina E.A. Multilevel model of a helpline quality assessment. Konsul'tativnaya psikhologiya i psikhoterapiya = Counseling Psychology and Psychotherapy, 2012. Vol. 20, no. 1, pp. 183–204. (In Russ., аbstr. in Engl.)

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Information About the Authors

Natalya Y. Fedunina, PhD in Psychology, research fellow of the Centre for emergency psychological assistance, Moscow State University of Psychology & Education, psychologis, Sports Center (CCU «Moskomsport»), Moscow, Russia, e-mail: natalia_fedunina@mail.ru

Elena A. Chursina, Psychologist at the centre for psychological and pedagogical development and correction "Na Snezhnoy", e-mail: tchursinaea@gmail.com

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