Crisis Call Outcome Form

The Crisis Call Outcome Form (CCOF) is a tool used to measure the impact of telephone crisis calls. It was originally used in a 1989 study in the Journal of Community Psychology (Echterling & Hartsough, 1989) to help them determine the stages or phases of helping in successful crisis calls to the Lafeyette Crisis Center.

The stages identified were:

  1. Climate setting
    1. Developing a positive relationship
    2. Establishing rapport
    3. Determining role of helper and caller
  2. Assessment of the crisis
    1. Identifying the problem
    2. Determining the factors affecting the crisis
  3. Affect integration
    1. Working to express feelings and understandings around the crisis
  4. Problem Solving
    1. Identify goals and explore options
    2. Make an action plan

The results supported that helpline volunteers were generally effective, although less effective with chronic callers who needed more problem-solving. This was later validated by Mishara (2007) who examined calls to the National Suicide Prevention Lifeline and determined that a collaborative problem solving model was more effective for repeat callers than an active listening model.

It has no built-in score but you can code the presence of each behaviour with a 1 and the absence with a 0 and use this to classify calls.

Since the Crisis Call Outcome Form is hard to find online, I’ve attached it in PDF format.


Echterling, L.G. & Hartsough, D.M. (1989) Phases of helping in successful crisis telephone calls. Journal of Community Psychology. 17, 249-257

Mishara, B.L., Chagnon, F.C., Daigle, M., Balan, B., Raymond, S., Marcoux, I., Bardon, C., Campbell, J.K., Berman, A. (2007 ) Which Helper Behaviors and Intervention Styles are Related to Better Short-Term Outcomes in Telephone Crisis Intervention? Results from a Silent Monitoring Study of Calls to the U.S. 1-800-SUICIDE Network. Suicide and Life-Threatening Behavior. 37(3). 308-321.

Cite this article as: MacDonald, D.K., (2015), "Crisis Call Outcome Form," retrieved on June 26, 2019 from

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