Introduction Social Return on Investment (SROI) is a way of measuring the impact of projects or programs that is especially suited to the work that non-profits do. To see the difference, let’s move from a for-profit to a non-profit mindset. A for-profit’s return on investment (ROI) focuses on money only: for instance, $25,000 investment in…
Category: Nonprofit Management
Crisis Line Call Outcomes and Measures
Working at a crisis line, it’s important to fill out reports on each call that you take. Call reports provide information valuable for statistics, quality assurance and developing as a volunteer. For instance, if you realize that many calls are coming in between the hours of midnight and 8am, or the most common issues that…
Crisis Center Discrimination Index
The purpose of the Crisis Center Discrimination Index (CCDI) is to evaluate helpline workers. It was based on the 1967 research of Carkhuff & Truax, published in their book “Toward Effective Counseling and Psychotherapy”, that identified three “core conditions” important in effective counselling and therapy. The three conditions are: Empathy, Genuineness and Unconditional Positive Regard….
5 Unconventional Ways to Market Your Helpline
Helplines are a strange beast: if their utilization is high, one can assume that either the community is really in need of their service and they deserve more money. On the other hand, if they are effective at diffusing crises, one might see their usage drop as fewer people in the community need them. Most helplines,…
Fowler Technical Effectiveness Scale
Fowler Technical Effectiveness Scale Fowler, D.E., McGee, R.K. (1973) Assessing the performance of telephone crisis workers: The development of a Technical Effectiveness Scale. In D. Lester & G.W. Brockopp (Eds.). Crisis Intervention and Counseling by Telephone. Springfield: Charles C. Thomas, 1973. Question Criteria 1. Can the caller be immediately reconnected? In order to answer…