Suicide lifeline call components and caller satisfaction

Abstract

The need and use of the National Suicide Prevention Lifeline have been progressively growing over the last several years. Suicide lifelines and chat lines have a major role in risk management for individuals contemplating suicide, so the need for effective conversation tactics on the part of the crisis counselor is of paramount importance. The current study evaluated 75 individuals' satisfaction and perception of their conversation with the lifeline, via phone call or text. After answering 'yes' to have called or texted the lifeline, participants were given several questions regarding their perception of individual components, including the introduction of a safety plan, as well as their overall satisfaction with the call on a zero to 100 scale. It was found that in both cases, if the counselor introduced a safety plan and walked the caller/texter through several of these questions, the caller/texter's overall satisfaction was higher than if the counselor did not provide such support. Understanding the efficacy of these conversations from the caller's point of view is helpful in knowing what crisis counselors should focus on in their calls to provide better service to those seeking out help.