Repeat callers and the Samaritan telephone crisis line--a Canadian experience

Telephone crisis lines are increasingly providing a much needed service in the community to the lonely, the depressed, and the suicidal. The Samaritan volunteer crisis line discussed here is open to any person at any time, day or night. The instant availability of such an anonymous service attracts callers who use the line inappropriately; these people are often referred to as repeat callers. The Samaritans discovered that repeat callers were creating serious problems for both staff and volunteers. The difficult task was to develop a policy to restrict the repeat callers, but at the same time ensuring that the mandate of the crisis line was offered to them. This article examines the characteristics of repeat callers, and makes suggestions about the management of the chronic caller.