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    Implementation and Evaluation of a Formal Telephone Counseling Protocol in an Employee Assistance Program

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    Author
    Stephenson, Diane
    Bingaman, David
    Plaza, Chris
    Selvik, Rick
    Sugden, Brian
    Ross, Christopher
    Date
    2004-10-15
    Journal
    Employee Assistance Quarterly
    Publisher
    Taylor and Francis
    Type
    Article
    
    Metadata
    Show full item record
    See at
    https://www.tandfonline.com/doi/abs/10.1300/J022v19n02_02
    Abstract
    Structured guidelines for conducting telephone counseling were developed and implemented in a large employee assistance program. This study evaluates the telephone counseling service in several areas, including utilization, clinical outcomes, client satisfaction, client reported productivity and absenteeism, counselor feedback, and efficiency. Clients who elect the telephone counseling modality and who are determined by the counselor to be appropriate for telephone counseling show results comparable to those for face-to-face counseling on various measures.
    Citation
    Stephenson, D., Bingaman, D., Plaza, Ch., Selvik, R., Sugden, B., & Ross, C. (2004). Implementation and evaluation of a formal telephone counseling protocol in an employee assistance program. Employee Assistance Quarterly, 19(2), 19-33.
    Keyword
    telephone counseling
    telehealth
    outcomes
    Employee assistance programs
    Evaluation
    Identifier to cite or link to this item
    http://hdl.handle.net/10713/15711
    Collections
    Employee Assistance Archive School of Social Work

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