The use of the telephone hotline in crisis intervention: A review

This article is an investigation of a new and relatively controversial development in the field of community mental health, the telephone hotline. It examines the rationale for crisis intervention, the theoretical basis, and historical development of the hotline. The telephone adds a unique dimension which makes it therapeutically useful for many people who would not ordinarily avail themselves of helping services. Those factors which contribute to the utility of the hotlines are examined, with an emphasis on the role of the nonprofessional telephone worker. Finally, the empirical literature evaluating the effectiveness of the hotlines is reviewed. While the evaluative studies performed to date are inadequate and outcome studies have not been attempted, the use of the telephone hotline can be defended theoretically and practically. The hotlines fill a gap left by conventional helping services and serve an ever-increasing clientele, which emphasizes the need for the services hotlines provide.