An Evaluation Of Telephone Based After Hours Crisis Support: What The Users Of Nz Mental Health Line Say.

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Authors: Sarah Franklin, Shelly Reet and Tim Saul, New Zealand.

Year: 2011

Event: 2011 TheMHS Conference


Type of resource: Conference Presentations and Papers

ISBN: 9780975765371

Abstract: The NZ Mental Health Line (MHL), established in 2002, provides 6 DHBs in NZ with after hours crisis support. Staffed by experienced registered Mental Health Professionals (MHPs), over 37000 crisis calls were handled in 2010. The service used a “Voice of the Customer” methodology to explore the experiences of a range of stakeholders. The aim was to gain an understanding of the types of interventions that were reported to lead to positive outcomes. The skill of the MHPs to speak with people in a highly distressed state, promote self determination and self care and help people find their own solutions to manage their own wellness whenever possible was seen as crucial to positive outcomes by those using the service. Over a third of calls (37%) in 2010 resulted in a self care outcome. This paper demonstrates how fostering self determination in crisis can have a lasting impact on resilience.

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