1995專線生命線志工高危機協談歷程之探究

Analyzing the Process of High Crisis Counseling by 1995 Lifeline Volunteers

簡穎毓(Ying-Yu Jian)

指導教授 ： 張菁芬

國立臺北大學/社會科學學院/社會工作學系/碩士(2014年)

摘要

本研究主要探討生命線協談志工高危機協談歷程中，辨識來電者危機程度及危機處遇技巧。研究議題包含：1.如何辨識來電者危機程度；2.危機協談處遇技巧；3.如何學習與培養危機協談能力；4.對生命線危機協談服務之建議，以提供生命線協會未來教育訓練規劃及協談服務的協助。
本研究透過深度訪談，分別在台灣北、中、南、東部四區，共訪談八位獲得生命救援獎的協談志工。根據訪談資料整理與分析，發現辨識來電者危機程度的覺察技巧包含非語言聲音、情緒訊息、想法、理性思維及量表使用等概念；危機協談處遇技巧包含傾聽、同理、探討問題核心、危機協談溝通方式、運用重要他人、給予支持及資源連結等概念；危機協談經驗與學習歷程包含教育訓練、危機協談經驗、與生命經驗連結及自我成長等概念。對危機協談服務建議包含聘請實務經驗豐富的師資、開設精神個案課程、強化督導制度及增加協談人力等概念。
因此，要提升生命線協會危機協談成效，宜著重包括教育訓練、設計生命線危機辨識量表、增加協談人力、1995專線來電系統整合及強化連續來電者個案管理等措施。倘若能讓協談志工更加瞭解危機辨識量表且將其內化為應對技巧，於協會設置資料庫及強化硬體設施，並聘請實務經驗豐富的師資來強化督導制度，將更能使1995專線危機協談發揮功效。

關鍵字

危機處遇 ； 辨識危機程度 ； 危機協談 ； 電話協談志工 ； 1995專線

並列摘要

This research is mainly focused on both the areas of identification of extent of life crisis and enhancement of intervention skills for Lifeline crisis counseling volunteers. Four topics were studied as the followings: (1)how to identify the extent of crisis described by the caller; (2) how to enhance the crisis counseling intervention skills; (3) how to develop the ability of crisis counseling through learning; (4)how to propose substantial suggestions that can help enhance effectiveness in education, training and telephone counseling services for Lifeline associations.
Fundamental data collected in northern, central, southern, and eastern Taiwan by performing a deep interview of eight Lifeline volunteers who have earned "Life Rescue Award". After analyzing the interview data, it was found that (1) Concepts such as non-vocal sounds, emotional messages, ideas, rational thinking and scaling techniques should be applied for perceived skills to identify the serious level of the Lifeline callers’ crisis. (2) Concepts such as listening skills, empathy, core problem exploring, counseling communication, supports from key people and resources linkage should be applied for crisis counseling intervention skills. (3) Education and training, crisis counseling experience, linkage of life experience, and self-growth should be applied for the experiencing and learning process of crisis counseling. (4) Concepts such as hiring well experienced lecturers to host psychological courses, strengthening the regulatory regime and increasing manpower of telephone counseling should be applied for crisis counseling services.
Thus, to improve the effectiveness of crisis counseling in Lifeline association, measurements are suggested including enforcement of educational training, design of crisis scale for identifying crisis extent, increase of servicing manpower, integrating the current 1995 Lifeline calling system, strengthening case management for repeating callers. If the crisis scale are better understood, counselling skills may be better built for by Lifeline volunteers. In addition, data bank installing and hardware improvement, hiring well experienced lecturers and improving supervise management, will all help to enhance the effectiveness of the 1995 Lifeline crisis counseling service.

並列關鍵字

telephone counseling volunteers ； identification of crisis ； crisis intervention ； crisis counseling ； 1995 line

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