Zachary Predmore1, Rajeev Ramchand2, Lynsay Ayer2, Virginia Kotzias2, Charles Engel1, Patricia Ebener3, Janet E Kemp4, Elizabeth Karras4,5,6, Gretchen L Haas7. 1. 1 RAND Corporation, Boston, MA, USA. 2. 2 RAND Corporation, Arlington, VA, USA. 3. 3 RAND Corporation, Santa Monica, CA, USA. 4. 4 VISN 2 Center of Excellence for Suicide Prevention, Department of Veterans Affairs, Canandaigua, NY, USA. 5. 5 Department of Psychiatry, University of Rochester, NY, USA. 6. 6 Injury Control Research Center, West Virginia University, Morgantown, WV, USA. 7. 7 VISN 4 Mental Illness Research, Education, and Clinical Center, Department of Veterans Affairs and the Department of Psychiatry, University of Pittsburgh, PA, USA.
Abstract
BACKGROUND: Crisis support services have historically been offered by phone-based suicide prevention hotlines, but are increasingly becoming available through alternative modalities, including Internet chat and text messaging. AIMS: To better understand differences in the use of phone and chat/text services. METHOD: We conducted semistructured interviews with call responders at the Veterans Crisis Line who utilize multimodal methods to respond to veterans in crisis. RESULTS: Responders indicated that veterans may access the chat/text service primarily for reasons that included a desire for anonymity and possible inability to use the phone. Responders were divided on whether callers and chatters presented with different issues or risk of suicide; however, they suggested that veterans frequently use chat/text to make their first contact with mental health services. LIMITATIONS: We spoke with call responders, not the veterans themselves. Additionally, as this is qualitative research, applicability to other settings may be limited. CONCLUSION: While new platforms offer promise, participants also indicated that chat services can supplement phone lines, but not replace them.
BACKGROUND: Crisis support services have historically been offered by phone-based suicide prevention hotlines, but are increasingly becoming available through alternative modalities, including Internet chat and text messaging. AIMS: To better understand differences in the use of phone and chat/text services. METHOD: We conducted semistructured interviews with call responders at the Veterans Crisis Line who utilize multimodal methods to respond to veterans in crisis. RESULTS: Responders indicated that veterans may access the chat/text service primarily for reasons that included a desire for anonymity and possible inability to use the phone. Responders were divided on whether callers and chatters presented with different issues or risk of suicide; however, they suggested that veterans frequently use chat/text to make their first contact with mental health services. LIMITATIONS: We spoke with call responders, not the veterans themselves. Additionally, as this is qualitative research, applicability to other settings may be limited. CONCLUSION: While new platforms offer promise, participants also indicated that chat services can supplement phone lines, but not replace them.
Entities:
Keywords:
crisis intervention; prevention and control; suicide; text messaging
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