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PubMed1998

Characteristics of calls to Israeli hotlines during the Gulf War.

The current study presents results of a survey of 3,215 calls received at seven centers of telephone emergency services (TES) in Israel during the Gulf War, when citizens of Israel experienced severe stress resulting from SCUD missile attacks. Whereas former surveys have shown that characteristics of calls to TES in Israel are generally not affected by external stressogenic events, a remarkable change was recorded in both the quantity and quality of calls received in TES centers in Israel during the Gulf War. The relative frequencies of problem categories presented by callers during the Gulf War revealed a significant increase in "environmental pressures," a category that reflected the stressful situation of the war, as opposed to intra- or interpersonal problems typical of peacetime calls. A comparison between this group of "war calls" and a control group of "nonwar calls," revealed that the two groups represented populations of callers differing in sociodemographic characteristics, expectations, and benefits from the calls. Results are discussed in reference to the unique role of TES as a source of psychological first-aid in a community crisis situation.

Demography↗
PubMed1998

Empowered consumers and telephone hotlines.

Today health-care budgets are rapidly being cut and services streamlined. Volunteers and nonprofit agencies have been commissioned to take on part of the burden. Currently they are expanding and reorganizing their services to meet the new demand. Telephone crisis lines, in particular, have the potential to take on a large share of consumer needs--they are always available and turn no one away. Unfortunately, crisis lines have their own set of problems. Although the bulk of work is performed by volunteers and represents a minimum of expense, the clientele is varied, the workload unpredictable. Staff at the line need to balance the needs of their regular callers with crisis calls and their volunteer needs by establishing comprehensive policies. This article looks at just a few of the challenges these lines face, and attempts to analyze the options, keeping the rights of modern consumers in mind.

Crisis Intervention↗