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Hot call to a warm line: Preliminary explorations into doing suicide prevention
Unformatted Document Text:  1 Hot call to a warm line: Preliminary explorations of the dilemmatic and episodic nature of suicide prevention Abstract Using conversation analysis and ethnographic data, this study examines one particular crisis call to a warm line: a peer run telephone support service within community mental health. Crisis calls were the most challenging calls, for three reasons: working peers found it difficult to determine whether a caller was in crisis; working peers, trained to empower callers and make them responsible for their problems, needed to assume responsibility for the caller’s well-being; and, working peers felt powerless in providing sufficient help in such situations. Despite these reasons, working peers successfully address these challenges. They put forth advice in a delicate, not threatening, manner and continually revisit the callers’ problems throughout the call, as a way of assuring both parties that the callers will not harm themselves that evening.

Authors: Pudlinski, Christopher.
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1
Hot call to a warm line:
Preliminary explorations of the dilemmatic and episodic nature of suicide prevention
Abstract
Using conversation analysis and ethnographic data, this study examines one particular
crisis call to a warm line: a peer run telephone support service within community mental health.
Crisis calls were the most challenging calls, for three reasons: working peers found it difficult to
determine whether a caller was in crisis; working peers, trained to empower callers and make
them responsible for their problems, needed to assume responsibility for the caller’s well-being;
and, working peers felt powerless in providing sufficient help in such situations. Despite these
reasons, working peers successfully address these challenges. They put forth advice in a delicate,
not threatening, manner and continually revisit the callers’ problems throughout the call, as a way
of assuring both parties that the callers will not harm themselves that evening.


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