Publication details
Přístup pracovníků linek důvěry k opakovaně volajícím klientům
| Title in English | An Approach of Crisis Line Workers to Repeat Callers |
|---|---|
| Authors | |
| Year of publication | 2016 |
| Type | Article in Periodical |
| Magazine / Source | Časopis sociální práce|Sociálna práca |
| MU Faculty or unit | |
| Citation | |
| Field | Management and administrative |
| Keywords | crisis line, crisis line worker, repeat caller, approach to client |
| Description | Abstract: This article introduces the phenomenon of repeat callers in the context of the crisis lines in the Czech Republic. It is focused on the activity of a crisis line worker, on the principles of work and issues, that worker can face, and also on requirements that are placed on worker. This paper deals with approach to clients, with special regard to how it is shaped by the organization culture, including the dilemmas that are associated with this theme . The article also inlcude the results of qualitative research that has been doing into approach of crisis line workers to repeat callers by such research methods as focus group, narrative interviews, observation and document analysis all of which led to answer the main research question: What is the approach of crisis line workers to repeat callers? The research led us to findings that workers are balancing between two way of approaches, which we call a human and a professional. A way, which worker would choose is influenced by three factors: acquitance of the client, possibilities of crisis line and possibilities of worker |