OCS Annual Outcomes Report 2014-2015
Fraser Health Crisis Line (FHCL) Mental Health Information Line (Provincial and routed) and 1800Suicide Line This year proved to be a very successful one for the Fraser Health Crisis Line as the program saw an increase in the number of calls, an increase in volunteer satisfaction and an increase in the number of contracted service hours with a minimum of one line in operation 99.99% of the time. Volunteer direct service hours totaled 20,184.8 with paid staff providing an additional 1,571.8 hours. As it has been every year, the staff hours fall well below the 90% volunteer/10% staff ratio cited in our proposal for the centralized service. Although the number of volunteer hours decreased which forced an increase in staff direct service hours, many hours were provided through temporary positions funded with CLABC network dollars. This resulted in increased call volume again this year with a total of 37,023 calls. The annual Volunteer Survey indicated an overall average rating of 4.63 out of a possible 5 (based upon 100 surveys) suggesting that nearly all of volunteers feel adequately prepared for the work, supported by staff and rewarded from making a difference for others. Outcomes in Fraser Health Crisis Line this Year
310Mental Health Support
Total # of Coded Calls
% of Coded Calls
Outgoing Calls
Crisis Line
1800 SUICIDE
MAIN ISSUES
Mental Health • Mental Health concerns
234
3,553
1,375
137
5,299 1,155 2,646
16.44% 3.58% 8.21%
• Grief-Loss
91 57
897
124 299
43 19
• Substance Abuse-Addiction Suicide • Contemplating suicide • Imminent suicide risk • Third party suicide concern Interpersonal Conflict/Violence • Homicide threat • Suicide survivor • Child abuse-recovery • Spousal abuse - battering • Adult abuse-neglect • Relationship conflict • Parent-child conflict Personal Needs/Concerns • Loneliness-isolation • Financial-employment • Education-training • Food-shelter-transportation • Sexual assault • Physical health
2,271
80
454
89 11 73
306
929
2.88% 0.27% 1.61% 0.06% 0.08% 0.43% 0.39% 0.23% 0.40%
6
40
31
88
37
213
195
518
1
10
5
2
18
2 4 5 4 2
20
0
4 4 1 2 7
26
110 107
22 13 16 17
140 126
52
74
102
128
101
3,759
704 109
75 24
4,639
14.39% 2.22%
14
569
716
267
6,044 1,964
1,256
77 33 12 15 15 13 1
7,644 2,347 1,157
23.71% 7.28% 3.59% 0.65% 2.53% 0.83% 0.49%
88 22 36 12 0
262 169
954 110 593 179 107
99
210 817 266 158
173
• Legal issue
60 34
• Victim of crime Other • Referral request • Complaint call • Appreciation call
4
25
613
239
43 14
920
2.85% 0.20% 0.21% 6.44% 0.03%
1 1
33 52
18 13
66 67
1
• No listed code appropriate
97
1,675
231
73
2,076
• SSU Follow-Up Call
7
4
0
0
11
TOTAL # of Coded Calls
1,198
24,485
5,411
1,147
32,241
100.00%
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