Multilevel model of a helpline quality assessment

572

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.)

References

  1. Apresjan R.G. Ideja morali i bazovye normativno-jeticheskie programmy. M., 1995.
  2. Borisov A.A. Ocenka jeffektivnosti innovacionnoj dejatel'nosti: dis. … kand. jekonom. nauk. M., 2010.
  3. Burmistrova E.V. Metody i algoritmy monitoringa i ocenki kachestva obrazo-vatel'nyh uslug VUZa: dis. … kand. tehn. nauk. Novosibirsk, 2007.
  4. Dokumentacija sluzhby jekstrennoj psihologicheskoj pomowi detjam i podrostkam po telefonu // Organizacija jekstrennoj psihologicheskoj pomowi detjam i podrostkam v Rossii: principy, standarty, praktika: Sbornik materialov. M.: Nacional'nyj fond zawity detej ot zhestokogo obrawenija; «Smysl», 2007. S. 160–205 (Rebenok gruppy riska: tehnologii okazanija pomowi).
  5. Emel'janova E.V. Kriterii jeffektivnosti raboty telefona doverija. Saratov, 2002
  6. Kurochkina A.Ju. Nauchno-metodicheskie osnovy ocenki kachestva uslug: dis. … kand. jekonom. nauk. SPb., 2001.
  7. Lerner E.I. Principy reklamirovanija anglojazychnyh sluzhb telefonnoj jekstrennoj pomowi // Vestnik RATJePP. 1994. № 1, 2.
  8. Nacional'nye standarty Rossijskoj Federacii «Social'noe obsluzhivanie naselenija» // Organizacija jekstrennoj psihologicheskoj pomowi detjam i podrostkam v Rossii: principy, standarty, praktika: Sbornik materialov. M.: Nacional'nyj fond zawity detej ot zhestokogo obrawenija; «Smysl», 2007.
  9. Telefony doverija. Rukovodstvo po rekomenduemym standartam kachestva // Or-ganizacija jekstrennoj psihologicheskoj pomowi detjam i podrostkam v Rossii: principy, standarty, praktika: Sbornik materialov. M.: Nacional'nyj fond zawity detej ot zhestokogo obrawenija; «Smysl», 2007.
  10. Usmanova S.R. Ocenka jeffektivnosti dejatel'nosti social'nyh sluzhb: dis. … kand. sociol. nauk. Caratov, 2005.
  11. Hachaturjan S.D. Psihologicheskie uslovija jeffektivnosti funkcionirovanija telefonov doverija. Vladimir, 2000.
  12. Hachaturjan S.D. Psihologicheskie uslovija jeffektivnosti funkcionirovanija «Telefonov doverija» pri organah vnutrennih del: dis. … kand. psihol. nauk. M., 2001.
  13. Shvedkovskij O.V. Mikrodinamika lichnostnyh izmenenij v processe poni-majuwej psihoterapii: avtoref. dis. … kand. psihol. nauk. M., 2007.
  14. Jeticheskaja hartija Mezhdunarodnoj federacii telefonnoj jekstrennoj pomowi (IFOTES) // Organizacija jekstrennoj psihologicheskoj pomowi detjam i pod-rostkam v Rossii: principy, standarty, praktika: Sbornik materialov. M.: Nacional'nyj fond zawity detej ot zhestokogo obrawenija; «Smysl», 2007.
  15. Jeticheskie standarty psihologov. [Jelektronnyj resurs]. URL:  http://www.humanities.edu.ru/db/msg/61354; http://www.psychology.ru/Library/00009.shtml
  16. Bonneson M.E. 1987. Hartsough Development of the crisis call outcome rating scale. Journal of consulting and clinical psychology. Vol. 55, N 4: 612–614.
  17. Boroto D.R., Kalafat J.D. and Cohen L.H. 1978. Client vs. rater judgments of counselor effectiveness. Journal of Clinical Psychology. Vol. 34, N 1.
  18. Bobevski I. and Holgate A.M. 1997. Characteristics of effective telephone counselling skills. British Journal of Guidance & Counselling. Vol. 25, Iss. 2.
  19. Hepburn A. 2006. Getting Closer at a Distance : Theory and the Contingencies of Practice Theory Psychology.  16: 327.
  20. Hunt P.A. 1993. Relateline: An evaluation of a telephone helpline ... . British Journal of Guidance & Counselling. Vol. 21, Iss. 3.
  21. Kalafat J., Gould M.S., Munkakh J.L.H. and Kleinman M. 2007. An evaluation of crisis hotline outcomes. Suicide and Life-threatening behavior. Vol. 37, N 3.
  22. Kenny M.C. and McEachern A.G. 2004. Telephone Counseling: Are Offices Becoming Obsolete? Journal of counseling and development. Vol. 82.
  23. King R., Nurcombe B., Bickman L., Hides L. and Reid W. 2003. Telephone counselling for adolescent suicide prevention: Changes in suicidality and mental state from beginning to end of a counselling session. Suicide and Life-Threatening Behavior. Vol. 33(4): 400–411.
  24. Robert J.R., Collie W.C. and Daniel F. 2002. Brossart Effectiveness of Telephone Counseling: A Field-Based Investigation. Journal of Counseling Psychology. Vol. 49, N 2: 233–242.
  25. Robert J.R., Collie W.C. and Daniel F. 2006. Brossart The Attractiveness of Telephone Counseling: An Empirical Investigation of Client Perceptions. Journal of Counseling & Development. Vol. 84.
  26. Ritchie Ch. Can Telephone Support Improve Parent and Child Well-Being? 2006. Journal of Social Work. 6: 361.
  27. Stokoe E. and Hepburn A. 2005. Noise formulations in neighbour complaints. Discourse & Society . Vol. 16 (5): 647–673.
  28. Wei H., Chen L., Su H., Williams J.H. 2010. A Multi-Method Evaluation of the Teen Pregnancy Hotline in Taiwan. Child and Adolescent Social Work Journal 27: 213–229.

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

Metrics

Views

Total: 6049
Previous month: 32
Current month: 5

Downloads

Total: 572
Previous month: 2
Current month: 0