Evaluation of Crisis Intervention Programs and Personnel: A Summary and Critique*

ABSTRACT: Many of the suicide prevention centers that developed throughout the country during the last decade have evolved into general crisis intervention services. At the same time, they have stimulated the development of a wide variety of agencies that utilize nonprofessional volunteers who, primarily through telephone contact, provide helping services to people in crisis. This paper presents a critique of three particular problem areas relating to the use of volunteer personnel, along with a summary of research aimed at providing new technologies for their solution. Methods have been developed for rating on-the-job performance of crisis intervention workers, based upon criteria that are thought to have general application to crisis intervention centers. Efforts to describe personality characteristics of volunteers are reported, along with suggestions for the direction of additional investigations. Finally, the issue of assessing the outcome of crisis intervention cases is summarized. A four-phase conceptualization of the crisis intervention process is proposed, and appropriate measures of outcome at each point in the process are suggested. The overall significance of this type of research is discussed in terms of the need for standards by which to evaluate crisis intervention services.