| 1. |
- Iversen, Clara, 1981-, et al.
(författare)
-
Crossing over : When emergency calls turn into emotional support and suicide helpline calls become urgent cases
- 2021
-
Konferensbidrag (refereegranskat)abstract
- Emergency numbers and suicide helplines are two institutional helplines that offer different types of support for persons in crisis. Emergency calls have a short duration with a single focus of getting pertinent information to send police, fire, or an ambulance. Suicide helplines are designed for a longer duration, offering callers a chance to talk through their problems by providing emotional support. However, on occasion, call takers in emergency lines might need to provide emotional support to get the caller to give their location, and call takers in suicide helplines will sense that callers are in the midst of an urgent crisis and needing emergency service. Thus, these call takers need to act quickly and step outside their routine tasks. In this paper we demonstrate where and how these helplines cross over in terms of institutional tasks and communication problems. Using conversation analysis to examine cases of U.S. 911 emergency calls and Swedish suicide helpline calls, we identify practices where the focal action becomes one whose interactional home is in the other arena. In our analysis we identify key practices that cross over each helpline, such as emergency dispatchers formulating and assessing callers’ emotional experience and suicide helpline call-takers doing risk assessment or asking for callers’ location. We examine missed opportunities to cross over, and cases where call takers cross over while maintaining the respective institutional agenda. By explicating crossover practices that call-takers use to manage crisis in these different settings, we contribute to an understanding of institutional boundaries in high consequence cases. The comparative approach enables us to identify interactional problems and unmet goals.
|
|
| 2. |
|
|
| 3. |
|
|
| 4. |
|
|
| 5. |
- Kevoe-Feldman, Heidi, et al.
(författare)
-
Approaching institutional boundaries : Comparative conversation analysis of practices for assisting suicidal callers in emergency and suicide helpline calls
- 2022
-
Ingår i: Journal of Pragmatics. - : Elsevier. - 0378-2166 .- 1879-1387. ; 191, s. 83-97
-
Tidskriftsartikel (refereegranskat)abstract
- Emergency numbers and suicide helplines are two institutional settings with different support for persons in crisis. Emergency calls have a single focus of getting pertinent information to send police, fire, or ambulance. Suicide helplines offer callers a chance to talk through their problems by providing emotional support. However, on occasion, call-takers in emergency lines might need to provide emotional support to get the caller to give their location, and call-takers in suicide helplines will sense that callers need emergency service. Using conversation analysis to compare cases of U.S. 9-1-1 emergency calls and Swedish suicide helpline calls, we identify practices for assisting callers whose interactional home is in the other arena. Our analysis presents cases of missed opportunities, when call-takers respond to callers' boundary pushing by sticking to institutional routines. Then we show practices by which participants build new institutional contexts in each helpline while still pursuing institutional goals, such as when emergency call-takers display otherattentiveness and suicide helpline call-takers elicit callers' location. By explicating routine and boundary pushing practices in these different settings' crisis management moments, we contribute methodologically to the study of institutional talk, in particular, how a comparative analysis reveals aspects of institutional boundaries in suicide preventive work.
|
|
| 6. |
|
|
