Exploring the dynamics of telephone counselling: a qualitative study of Lifeline, Melbourne

Telephone counselling plays an important role within the mental service context. This study explores, describes and analyses the dynamics of crisis telephone counselling provided by Lifeline Melbourne. The study is important as there is limited empirical research on the processes and outcomes of telephone counselling. The study identifies the implications of the Lifeline service model for provision of counselling services that are appropriate to the Lifeline context and address client needs.