The Importance Of Telephone And Online Crisis Counseling Case Study

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In chapter six, the opening paragraph began by speaking on the importance of telephone and online crisis counseling. The majority of crisis counseling is now handled by telephone. The chapter touched on how many of the individuals answering the phones are volunteers, staffed by these agencies that do not hold a degree in social work, psychiatric nursing, counseling, or psychology. Online crisis counseling is also growing. There are e-therapy protocols that are now being written. This does not surprise me especially because of the increase of computer use within the past few years. People are becoming more tech savvy and spend a lot of time on computers, whether it is for work or leisure. Online counseling clearly can provide a great …show more content…
It was interesting to find out that the first telephone crisis hotline was established in 1906 by the National Save-a-Life League to prevent suicide and how the suicide prevention movement in the 1950s adopted the telephone as the primary mode of treatment. You are able to connect with another individual within seconds. I can understand why it remains the most often used method of suicide intervention. The chapter discussed the several reasons for the popularity of the telephone in solving psychological problems: convenience, client anonymity, control, cost effectiveness, therapeutic effectiveness, immediacy of access, access to support systems, avoidance of dependency issues, availability of others for consultation, availability of an array of services, and services to large and …show more content…
Chronic callers can take up much time from the staff, which legitimate callers may desperately need. They can be very frustrating because they do not improve. However, if the caller’s dynamics are reframed as lonely, isolated, and reaching out, then the response may be very different from one of aggravation. Often what these regulars want is a reaffirmation that their problems are unsolvable and because of this they become dependent on the telephone worker to sustain their problem. The book stated that generally, if a telephone worker spends more than 15 to 20 minutes with a caller, the client’s crisis becomes the worker’s crisis. When handling the severely disturbed caller, the counselor should slow down emotions, refuse to share hallucinations and delusions, keep expectations realistic, maintain professional distance, avoid placating, and assess lethality. Other problem callers are the rappers, they are the callers that want to “rap,” or talk. Covert Callers, ask for help for another individual may actually be asking for help for themselves. Pranksters or nuisance callers are typically teenagers who are and may call the line just to annoy the workers. Silent callers are embarrassment or hurt and are withdrawn, and they fear rejection and do not have the courage to talk. Manipulators are individuals who achieve their unmet needs by playing games with telephone

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