Stein D M, Lambert M J
Am J Community Psychol. 1984 Feb;12(1):101-26. doi: 10.1007/BF00896931.
The empirical research pertaining to the effectiveness of telephone counseling and referral systems personnel was critically reviewed. The assessment was organized according to several evaluation strategies that researchers have utilized to evaluate effectiveness. These strategies included, for example, client self-reports, client "shows" versus "no-shows" following referral, data pertaining to suicide rates, counselor ratings of personal effectiveness, and phone workers' ability to offer empathy to clients. It was concluded that discussions of effectiveness should be constrained by a careful consideration of the specific index of efficacy chosen by investigators as well as methodological issues associated with current research in this area. There is reason to believe that the availability of telephone crisis services may be related to reduced suicide rates among young white females. Also, there is a significant need to empirically associate counseling technique and indices of effectiveness with substantive measures of client outcome in future research. Additional topics reviewed include the probable differential effectiveness of lay workers with various presenting problems of clients, and the role that training and maturity seem to play in successful interventions. Guidelines for the use of evaluation techniques which coincide with service goals are also offered.
对有关电话咨询和转诊系统人员有效性的实证研究进行了批判性综述。评估是根据研究人员用于评估有效性的几种评估策略进行组织的。这些策略包括，例如，客户自我报告、转诊后客户的“就诊”与“未就诊”情况、与自杀率相关的数据、咨询师对个人有效性的评级，以及电话工作人员对客户表达同理心的能力。得出的结论是，有效性的讨论应受到对研究人员选择的具体疗效指标以及与该领域当前研究相关的方法学问题的仔细考虑的限制。有理由相信，电话危机服务的可获得性可能与年轻白人女性自杀率的降低有关。此外，在未来的研究中，迫切需要将咨询技术和有效性指标与客户结果的实质性衡量标准进行实证关联。审查的其他主题包括非专业工作人员对客户各种呈现问题可能存在的不同有效性，以及培训和成熟度在成功干预中似乎所起的作用。还提供了与服务目标相一致的评估技术使用指南。
