This exploratory study examined outcomes of single telephone counselling
calls, with a self-selected sample of 38 clients from a family counselling
agency. The sample was interviewed by telephone at two days and six
weeks after the call to assess crisis counselling outcomes in affect,
identification of the problem and action taken, and client equilibrium.
Repeated measures of the 'perceptual concordance' of counsellor and client
were taken over a period of six weeks, assessing levels of concordance
between client and counsellor about perceptions of counselling, and client
equilibrium. The sufficiency of a single counselling session was also
assessed.
'Perceptual concordance' was suggested by reduced client stress, high levels
of agreement between client and counsellor in the identification of the
problem and agreed action, and satisfaction with the counselling. Positive
indicators of restored client equilibrium included a maintenance of lower
stress levels, changes in behaviour, improvement in perceptions of the
seriousness of the problem, satisfaction with life and with the counselling.
Further research of equilibrium as a concept, and an indicator of crisis
resolution is warranted. The sufficiency of a single session of counselling
was supported by 56% of clients.
The variety of services used by clients as an outcome of the counselling
suggests that it could be beneficial for telephone counselling agencies to
offer a follow-up call. Verifying the agreed action and assessing equilibrium
could be useful indicators of effective telephone counselling.
| Identifer | oai:union.ndltd.org:ADTP/218832 |
| Date | January 1995 |
| Creators | Carver, Frances A., n/a |
| Publisher | University of Canberra. Education |
| Source Sets | Australiasian Digital Theses Program |
| Language | English |
| Detected Language | English |
| Rights | ), Copyright Frances A. Carver |
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