Systematic review of research into frequent callers to crisis helplines
Open accessAbstract
We conducted a systematic review of research into callers making multiple calls to crisis helplines. Two databases were searched, identifying 561 articles from 1960 until 2012, of which 63 were relevant. Twenty-one articles from 19 separate studies presented empirical data about callers making multiple calls to crisis helplines. Of the 19 studies, three were intervention studies, five were surveys of callers and 11 were call record audits. Most studies were conducted in the USA and defined frequent callers as people making two or more calls. Frequent callers were more likely to be male and unmarried compared to other callers. There were no reported differences between frequent callers and other callers with regard to age, mental health conditions or suicidality. Three studies tested interventions designed to better manage frequent callers. These studies, even though small, reported reductions in the number of calls made by frequent callers. Suggested techniques for responding to frequent callers included: limiting the number and duration of calls allowed, assigning a specific counsellor, implementing face to face contact, the service initiating contact with the caller instead of waiting for callers to contact the service, providing short term anxiety and depression treatment programmes by telephone, and creating a specific management plan for each frequent caller. Future work requires robust study design methods using larger sample sizes and validated measurements.
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A modest share of callers account for a substantial share of all calls.
“A modest share of callers account for a substantial share of all calls (Middleton et al., 2014).”
From Diverting 911 calls: Lessons from early adopting urban jurisdictions (2024) · cites this paper as Middleton et al., 2014
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- Authors
- Middleton, A., Gunn, J., Bassilios, B., & Pirkis, J.
- Affiliations
- The University of Melbourne (AU)
- Corresponding author
- Middleton, Aves
- Venue
- Journal of Telemedicine and Telecare
- Publisher
- SAGE Publications
- Published
- 2014-02-11
- Volume
- 20
- Issue
- 2
- Pages
- 89-98
- ISSN
- 1357-633X (ISSN-L)
- 1758-1109
- OpenAlex
- W2329018733
- Cited by
- 70
- References
- 29
- Citations by year
- 2026: 9 · 2025: 6 · 2024: 9 · 2023: 5 · 2022: 8 · 2021: 7 · 2020: 5 · 2019: 6 · 2018: 5 · 2016: 7 · 2015: 1 · 2014: 2
- FWCI
- 0.51
- Type
- journal article
- Language
- en
- Open access
- hybrid
- doi.org
- Locations
- Journal of Telemedicine and Telecare (publishedVersion, cc-by-nc)
- PubMed (publishedVersion)
- Minerva Access (University of Melbourne) (submittedVersion)
- Funders
- Australian Rotary Health
- Servier
- Medical Research Council
- National Health and Medical Research Council
- National Medical Research Council
- Topics
- Social Sciences › Psychology › Clinical Psychology › Suicide and Self-Harm Studies
- Social Sciences › Psychology › Social Psychology › Mental Health Treatment and Access
- Social Sciences › Psychology › Clinical Psychology › Psychiatric care and mental health services
- Keywords
- crisis helplines, suicide prevention, mental health services, telephone counseling, intervention research
- MeSH terms
- Mental Disorders, Crisis Intervention, Data Collection, Female, Humans, Male, Research, Telephone
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
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