The evolution and effectiveness of telephone counseling services

Despite dramatic expansion of telephone counseling services during the last three decades and widespread belief in their preventive and therapeutic value, empirical evidence of their effectiveness is limited, partly because of methodological and practical difficulties associated with research in the field. A review of existing studies indicates that telephone counselors may perform valuable listening, information giving, and referral roles. Evidence is lacking, however, on the ability of telephone counseling to produce behavior change in callers or to reduce suicide rates. Recent studies indicate that contract telephone counseling may have considerable therapeutic potential for monitoring and supporting clients with ongoing problems or chronic disabilities.