Evaluation Purpose:
The purpose of this literature review is to identify evidence-based models or strategies to manage frequent callers.
Background:
Helplines worldwide face challenges with frequent callers, who may account for a significant share of total call volume. The therapeutic benefit of frequent calling has been questioned, and managing these callers remains an ongoing challenge for crisis helplines.
Key Findings:
There are various criteria for identifying frequent callers, with different definitions of what constitutes a frequent caller. Although relatively few in number, frequent callers account for a substantial proportion of calls. They are not just "time wasters," as they often have high levels of need, experiencing major mental health issues such as anxiety and suicidality, and are often in crisis. Based on research papers and information from six organisations, we identified six common approaches to supporting and managing frequent callers: assessment and understanding, personalised support plans, empowerment and self-management, follow-up and monitoring, referrals and collaboration, and training for helpline staff and volunteers.
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