Configuring the caller in ambiguous encounters: volunteer handling of calls to Samaritans emotional support services

Pollock, Kristian and Moore, John and Coveney, Catherine and Armstrong, Sarah (2012) Configuring the caller in ambiguous encounters: volunteer handling of calls to Samaritans emotional support services. Communication and Medicine, 9 (2). pp. 113-123. ISSN 1612-1783

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Abstract

This paper discusses volunteer strategies for handling

and assessing calls to Samaritans emotional support services for the suicidal and despairing. It presents findings from the qualitative components of a two year mixed methods study based on an online caller survey, branch observations and interviews with volunteers and callers throughout the UK. A thematic analysis of the qualitative data analysis was undertaken using the principle of constant comparison. Many calls fell beyond the primary remit of a crisis service, and called for rapid attribution and assessment. Uncertainty about identifying ‘good’ calls and recognizing those which were not caused difficulty, frustration and negative attribution towards some callers. This paper presents our analysis of volunteers’ accounts of how they configure the caller in intrinsically uncertain and ambiguous encounters, and how such strategies relate to the formal principles of unconditional support and non-judgemental active listening espoused by the organization.

Item Type: Article
Schools/Departments: University of Nottingham UK Campus > Faculty of Medicine and Health Sciences
Identification Number: https://doi.org/10.1558/cam.v9i2.113
Depositing User: Wahid, Ms. Haleema
Date Deposited: 01 Apr 2014 10:00
Last Modified: 13 Sep 2016 23:31
URI: http://eprints.nottingham.ac.uk/id/eprint/2753

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