Telephone Crisis Support Skills Scale (TCSSS)

What is it about?

The current study describes the development of the Telephone Crisis Support Skills Scale (TCSSS), a measure of service delivery based on a nationally consistent practice model that telephone crisis supporters are trained to implement with callers. The factor structure and reliability of this scale are tested using a national sample of Australian telephone crisis support workers.

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Why is it important?

Results suggest that the TCSSS is a reliable, unidimensional measure of telephone crisis supporters' intentions to use recommended skills with callers. Pending further research to examine the factor structure and reliability of the scale in samples of telephone crisis supporters from other organisations, the TCSSS may be applied to standardised assessment of telephone crisis support services, which appears not to have been conducted using a psychometric scale anywhere in the world.