Crossing over: When emergency calls turn into emotional support and suicide helpline calls become urgent cases

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Crossing over : When emergency calls turn into emotional support and suicide helpline calls become urgent cases

Iversen, Clara, 1981- (author): Uppsala universitet,Centrum för socialt arbete - CESAR,Välfärd

Kevoe-Feldman, Heidi (author): Department of Commuication Studies, Northeastern University

(creator_code:org_t)

Winterthur, Switzerand : International Pragmatics Association (IPrA), 2021
2021
English.

Related links:: https://urn.kb.se/re...

Conference paper (peer-reviewed)

Abstract Subject headings

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.

Subject headings

SAMHÄLLSVETENSKAP -- Sociologi -- Socialt arbete (hsv//swe)
SOCIAL SCIENCES -- Sociology -- Social Work (hsv//eng)

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SOCIAL SCIENCES: SOCIAL SCIENCES; and Sociology; and Social Work

By the university: Uppsala University

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