社会服务的危机管理 呼叫中心 呼叫中心
Gary J Tedeschi1, Andrea S Pratt1
1Moores Cancer Center, University of California, San Diego, La Jolla, CA, USA.
Crisis
|February 19, 2025
概括
社会服务呼叫中心必须为危机呼叫做好准备. 本案例研究为非危机线提供了指导方针,以有效管理处于活跃危机中的个人,以戒烟线作为模型.
科学领域:
- 社会工作 社会工作 社会工作
- 公共卫生 公共卫生
- 应急管理 应急管理
背景情况:
- 社会服务呼叫中心虽然不是危机专用,但经常接收活跃危机的个人的电话.
- 需要制定协议,以便在非危机导向的呼叫中心中有效地管理这些意想不到的危机情况.
研究的目的:
- 突出社会服务呼叫中心危机干预准备的关键重要性.
- 为非危机呼叫中心提供可操作的指导方针,用于管理危机中个人的呼叫.
主要方法:
- 介绍了一个Kick It California (KIC) 的案例研究,这是一个戒烟线,作为危机管理的蓝图.
- 详细说明知识产权协会的危机管理协议,包括风险评估和紧急程序.
- 概述了质量保证,伦理和法律方面的策略.
主要成果:
- 证明结构化危机管理协议可以适应非危机社会服务呼叫中心.
- 确定有效的危机呼叫管理的关键组件,包括风险评估和应急响应.
结论:
- 非危机社会服务呼叫中心需要强大的危机干预协议来支持遇难的呼叫者.
- 实施标准化程序提高了安全性,护理质量,并解决了伦理/法律义务.
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