The thesis deals with the analysis of the risks of the work of dispatchers of the Emergency care Areión (in czech: Tísňová péče Aerión = TPA) for the elderly people. The aim was to find out what their dispatchers consider to be burdensome and demanding and what, on the contrary, helps them in emergency situations. With the help of idiographic research with emergence, which I analyzed with using the principle of the grounder theory, I tried to answer by the interviews with five respondents how TPA dispatchers perceive their work and workload. Whether they feel competent to communicate and deal with people in crisis and perceive their competencies. What are all the factors and situations in the work, which are burdensome and demanding for the dispatchers and how they deal with such a burden. And finally, what could improve the overall quality of TPA work from the point of view of dispatchers. In the theoretical part I deal with issues of aging and elderly as a target group of TPA social service. Next to the service itself; and the techniques of conducting crisis calls on emergency lines and telephone crisis intervention methods used on trust lines, as two types of work that are most closely resemble to the TPA social service. KEY WORDS: elderly people, emergency care, crisis intervention, call techniques

Idag innefattar en del av det polisiära arbetet bland annat att bemöta och handskas med psykiskt sjuka individer. Då den psykiska ohälsan ständigt ökar i samhället innebär det att allt fler anställda hos polismyndigheten möter psykiskt sjuka individer. Därför är det betydelsefullt att poliser har kunskap om psykisk ohälsa. Genom kunskap kan samspelet mellan polis och den psykiskt sjuke ske på bästa möjliga vis. Denna uppsats önskar att belysa hur CIT (Crisis intervention teams) påverkat polisens möte med personer med psykisk ohälsa. CIT har visat sig positivt kunna påverka mötet mellan polis och den sjuke. Den positiva inverkan av CIT diskuteras utifrån fyra övergripande teman; hänvisning till vård och antal gripande, ökning av kunskap, bruk av våld, säkrare möten samt förändring av attityder och uppfattningar om psykisk ohälsa. CIT visade sig ha en positiv inverkan på hänvisning till vård samt har visat en ökning av kunskap kring psykisk ohälsa vilket bidragit till förändring av attityder och uppfattningar gällande psykisk ohälsa. Det gick att finna visst stöd i uttalandet att CIT inneburit en minskning av våld och antal gripande. / A big part of police work today revolves around dealing with mentally ill individuals, and being able to do so is very important. An increase in mental illness in society has led to more police employees having to deal with individuals who suffer from mental illness. This systematic literature review aims to investigate how CIT can influence the meeting between officers and the mentally ill individual. Current research on CIT has shown a positive effect on improving the situations in which officers and individuals with mental health interact. These positive outcomes could be discussed in relation to four themes. Direction to mental health services & number of arrests and an increase in knowledge regarding mental health was two of the themes identified. The other two themes was use of force/safer interactions and a change in attitudes and perceptions about mental health. CIT was found to have a positive impact on direction to mental health services, an increase in knowledge and changes in attitudes and perception. Some support could be found for a decrease in use of force and amount of arrests after completion of CIT training.

The aim of this thesis is to explore the needs of clients of one of the helplines for seniors in time of the state of emergency in spring 2020. Before the exploration itself, theoretical background is described - definition of important terms, researches on experience and impact of the covid-19 pandemic and also selected theories of needs. The aim was achieved by the use of the method of grounded theory, I analysed the records about calls in the given time frame (12.3. - 17.5.2020). This resulted in determination of six categories of needs, which were being expressed by the line's clients in association with the given situation. The importance of practical help was decreasing, on the other hand, needs of contact, information and dignity were increasing. Emotional needs were important during the whole time period, least important during the second period. Need of certainty was the least expressed one. The results of this thesis can be used as a foundation of follow-up research and also as an inspiration in solving similar situations.

The diploma thesis is dedicated to suicide crisis intervention. The aim of this study was to determine what happens in crisis intervention with a suicide and what are the experiences of intervents that are members of the Czech national emergency system. The theoretical part is divided into three parts. The first chapter describes a crisis and a crisis help, including the psychological first aid and the crisis intervention. The second chapter describes suicidality in a wider context and chosen theories and suicidal risks are introduced. In the third part, possibilities of a suicide crisis intervention providing and recommended methods are discused. The empirical part is based on qualitative methodology. Semi-structured interviews were undertaken with 12 respondents, members of the national emergency system, investigating their experiences in the filed suicide crisis intervention. The interviews were analyzed by IPA methodology. The results are properly described and afterwards discussed with the available literature. In the conclusion, further research of suicide crisis intervention is recommended. Key-words: suicide, crisis intervention, crisis situation, psychological help, emergency system

While the manifestation of suicidal thoughts and/or behavior is more common among adolescents, children are capable of, and do experience, suicidal ideation as well as demonstrate suicidal behaviors. Suicide is the sixth leading cause of death among children aged 5-14 years (Center for Disease Control [CDC], 2008). However, children may not always be referred or brought to the attention of the school psychologist, as their threats may be considered immature and unfounded. The purpose of this study is to provide data that clarifies the need for the provision of suicide-related services for children in elementary school. An archival dataset of 226 National Association of School Psychologist (NASP) practitioners was analyzed. In regards to referrals for potentially suicidal youth, within a two year period, practitioners who served elementary schools received an average of 1.64 referrals, practitioners who served middle/junior high schools received 2.95 referrals, and practitioners at the high school level received 3.95 referrals. Within the same time period, practitioners who served elementary schools experienced an average of .05 completed suicides, middle/junior high school practitioners experienced .07 completed suicides, and practitioners at the high school level experienced .16 completed suicides. Results indicated that overall, practitioners felt "moderately prepared" to provide suicide-related services to youth. School psychologists who predominantly served high schools perceived themselves to be significantly more prepared to engage in suicide-related roles than their elementary school colleagues. School psychologists who predominantly served middle/junior high schools were similar to their colleagues who served either elementary or high schools on three out of four professional roles. Implications for future research, training, and practice are discussed.

Juvenile direct-care officers working in juvenile correctional facilities historically responded to critical and potentially aggressive incidents using nontherapeutic strategies. The purpose of this study was to examine and to understand the lived experiences of direct-care officers' use of de-escalation skills for managing violent and disruptive behaviors in juvenile correctional facilities. The findings from this study may add to the existing literature by describing juvenile correctional officers' experiences as well as to better understand their perceptions and attitude using de-escalation strategies in correctional environments. The social learning and self-efficacy theories provided the conceptual framework to examine and understand their experiences. The phenomenological design was used to examine the lived experiences of 9 juvenile direct-care officers use of de-escalation strategies to respond to disruptive and aggressive incidents within the juvenile correctional facility. The 9 direct-care officers participated in audio-recorded interviews that were transcribed and analyzed using Moustakas's phenomenological steps that identified 3 themes using de-escalation strategies: to avoid use of force and reduce liability of injuries; to resolve conflicts using their words to de-escalate the youth or the situation; and to use according to their training, perceived level of confidence, and effectiveness of de-escalation strategies. Understanding direct-care officers' perceptions of use of de-escalation may result in positive social change for fostering caring and safe living correctional environments and strengthen current training curriculums for working with aggressive and disruptive behaviors.

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It was hypothesized that the personality variable Tolerance for Ambiguity and empathic listening skills would significantly differentiate conscientious from nonconscientious crisis intervention volunteers. A group of 20 conscientious and a group of 20 nonconscientious volunteers from a local crisis intervention center were given a test of Tolerance for Ambiguity and a test of empathic listening skills that measured Interest, Understanding, and Response-ability. Results of t-tests between the groups and correlations between the variables indicated that Tolerance for Ambiguity was not a significant differentiator between the two groups. However, it was found that conscientious volunteers had significantly higher levels of Interest and Understanding. They did not differ in Response-ability. This study suggests that interest in clients and an understanding of their problems may be salient factors motivating crisis intervention volunteers. It was concluded that Interest and Understanding are relevant variables in crisis intervention volunteers. It is suggested that they be utilized in the screening of potential volunteers and in the planning of crisis intervention training.

The impact of information on children’s and adolescents’ appraisals and coping responses in a simulated fire emergency situation was examined. Seventy-six third graders, and 70 eighth graders were randomly assigned to one of three groups: Changeable, Unchangeable, and Control. All subjects were exposed to a simulated fire emergency Situation. Children and adolescents in the Changeable group were told that they would not likely get burned and that they could change the situation. However, in the Unchangeable group, children and adolescents were told that they would likely get burned and that there was little that they could do to change the situation. Finally, children and adolescents in the Control group were not given information related to their likelihood of getting burned or their ability to change the situation. All subjects were assessed on the Cognitive Behavioral Fire Emergency Response Checklist, a measure of coping, and on the Appraisal Rating Form, a measure of appraisal. The results indicated that children and adolescents in Unchangeable and Control groups exhibited more emotion (efforts directed at regulating their feelings) and fewer problem (efforts directed at changing the situation) focused coping than children and adolescents in the Changeable group. These findings are, in part, attributed to the type of information the groups received. Additionally, eighth graders exhibited more emotion and fewer problem focused coping than third graders. Eighth graders having greater observational learning opportunities than third graders is offered as a possible explanation for the above finding. Overall, the results suggest that information as well as age-related differences impact children’s and adolescents’ functioning in emergency situations. / Ph. D.