解决与退伍军人危机线联系的客户复杂需求
Matthew C Podlogar1, Honor S Carolina1, MaryGrace Lauver1
1Department of Veterans Affairs, Veterans Crisis Line, Office of Suicide Prevention, VA Central Office, Washington, DC, USA.
Crisis
|September 10, 2024
概括
退伍军人危机线 (VCL) 为客户提供复杂需求 (CWCN) 的计划减少了高频呼叫者数量. 这个倡议支持退伍军人和服务人员的自杀预防.
科学领域:
- 心理健康 心理健康
- 危机干预 危机干预
- 公共卫生 公共卫生
背景情况:
- 退伍军人危机线 (VCL) 为退伍军人,服务人员和家人提供24/7的危机支持.
- VCL建立了复杂需求的客户 (CWCN) 计划,以管理高风险的呼叫者.
- 呼叫频繁,滥用行为或威胁,影响运营效率的呼叫者.
研究的目的:
- 描述VCL CWCN计划及其客户特点.
- 分析CWCN计划对通话量和运营效率的影响.
- 讨论危机线管理的挑战和未来方向.
主要方法:
- 从2012年到2022年对VCL呼叫数据的分析.
- 包括1096名CWCN客户的运营数据 (2017年10月 - 2020年12月).
- 评估CWCN客户呼叫量作为总VCL数量的百分比.
主要成果:
- 2020年,CWCN客户占截然不同的呼叫者的0.4%,占总呼叫量的22.1%.
- CWCN计划的实施与高频呼叫者的平均个人呼叫量减少有关.
- 对于非高频呼叫者来说,没有观察到呼叫量发生显著变化.
结论:
- 该CWCN计划有效地减少了高频用户的通话量.
- 该计划的成功突出了应对危机支持复杂需求的战略.
- 调查结果为面临类似操作挑战的其他危机线提供了洞察力.
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