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Systematic Narrative Review
The Psychological Impact of
Handling Crisis Calls
Abstract
Context
This research relates to the role of administrative team colleagues and the
psychological impact of being the first point of contact with callers to the
service. Anecdotally, it is known that the distressing nature of calls in crisis
have an impact upon call handlers within the service. This systematic narrative
review is intended to examine the implications of such a role and to provide
evidence based practice which could enhance, support and inform their ability
to fulfil this function.
Methods employed in the review
As a systematic review it was necessary to identify the parameters for inclusion
and exclusion criteria. These were:
Inclusion criteria
2000-present
Peer reviewed
Original studies
Quantitative and qualitative studies
Exposure of interest- participants must have had first-hand experience in
their relevant work settings (first point of contact).
Exclusion criteria
Foreign language
Gray literature-of interest for context but not reviewed in research.
Dissertation/thesis
Experimental trials (not in natural environment)
Commentary articles (not original research)
Three databases were used in this synthesis, with final search dates and
reasons for their use, shown:
Medline;
PsycINFO ; and
Social Care Online.
Sixteen studies are included.