The aim of this research was to examine the effects of the implementation of direct one-on-one supervision in a prominent telephone counselling organisation and the support requirements of their telephone counsellors. Ninety-three telephone counsellors participated in this research. The results showed that more experienced telephone counsellors were more satisfied than less experienced telephone counsellors with the support offered by the organisation. Furthermore, female telephone counsellors showed significantly more satisfaction with the support offered by the organisation than their male counterparts. Implications of these findings are discussed in relation to the organisation and other helping organisations within the wider community.
Get full access to this article
View all access options for this article.
References
1.
BarlettaJ., & FullerS. (2002). Counselling outcomes attributable to the working alliance. Australian Journal of Guidance and Counselling, 12, 41–49.
2.
BaronA.Jr, & CohenR.B. (1982). Helping telephone counsellors cope with burnout: A consciousness-raising workshop. The Personnel and Guidance Journal, 60, 508–510.
BobevskiI., & McLennanJ. (1998). The telephone counselling interview as a complex, dynamic, decision process: A self-regulation model of counsellor effectiveness. The Journal of Psychology, 132, 47–60.
5.
BordersD., & UsherC. (1992). Post-degree supervision: Existing and preferred practices. Journal of Counselling and Development, 70, 594–599.
6.
FieldD., & JohnsonI. (1993). Satisfaction and change: A survey of volunteers in a hospice organisation. Social Science and Medicine, 36, 1625–1633.
7.
FisherC.D. (1985). Social support and adjustment to work: A longitudinal study. Journal of Management, 11, 39–53.
8.
GriffinM.A., PattersonM.G., & WestM.A. (2001). Job satisfaction and teamwork: The role of supervisor support. Journal of Organizational Behavior, 22, 537–550.
9.
HaddadA. (1998). Sources of social support among school counsellors in Jordan and its relationship to burnout. International Journal for the Advancement of Counselling, 20, 113–121.
10.
IchniowskiC., ShawK., & PrennushiG. (1997). The effects of human resource management practices on productivity. American Economic Review, 87, 297–313.
11.
KimE.L. (1998). Implementation and evaluation of supportive telephone counselling in a primary care-based intervention with at risk drinkers. Dissertation Abstracts International, 59, 3063.
12.
KrauseA.A., & AllenG.J. (1988). Perceptions of counsell supervision: An examination of Stoltenberg's model from the perspective of the supervisor and supervisee. Journal of Counselling Psychology, 35, 77–80.
13.
KrugerL.J., BotmanH.I., & GoodenowC. (1991). An investigation of social support and burnout among residential counsells. Child and Youth Care Forum, 20, 335–352.
14.
LambertM.J. (1989). The individual therapist's contribution to psychotherapy process and outcome. Clinical Psychology Review, 9, 469–485.
15.
LichtensteinE., GlasgowR.E., LandoH.A., & Ossip-KleinD.J. (1996). Telephone counselling for smoking cessation: Rationales and meta-analytic review of evidence. Health Education Research, 11, 243–257.
16.
LynchD.J., TamburrinoM.B., & NagelR. (1997). Telephone counselling for patients with minor depression: Preliminary findings in a family practice setting. Journal of Family Practice, 44, 293–298.
17.
MackD.A., NelsonD.L., & QuickJ.C. (1998). The stress of organisational change: A dynamic process model. Applied Psychology: An International Review, 47, 219–232.
18.
MaslachC., & JacksonS.E. (1985). The role of sex and family variables in burnout. Sex Roles, 12, 837–851.
19.
MaslachC., & JacksonS.E. (1981). The measurement of experienced burnout. Journal of Occupational Behavior, 2, 99–113.
20.
McMahonM. (2002). Structured peer group supervision: An option for school guidance and counselling personnel. Australian Journal of Guidance and Counselling, 12, 1–10.
21.
MottM. (1975). Counselling the counsellors: Support groups in Devon. British Journal of Guidance and Counselling, 3, 237–243.
22.
ReeseR.J., ConoleyC.W., & BrossartD.F. (2002). Effectiveness of telephone counselling: A field-based investigation. Journal of Counselling Psychology, 49, 233–242.
23.
RickardsL.D. (1984). Verbal interaction and supervisor perception in counsell supervision. Journal of Counselling Psychology, 31, 262–265.
24.
RossR.R., AltmaierE.M., & RussellD.W. (1989). Job stress, social support, and burnout among counselling center staff. Journal of Counselling Psychology, 36, 464–470.
25.
RussellD.W., AltmaierE.M., & Van VelzenD. (1987). Job-related stress, social support, and burnout among classroom teachers. Journal of Applied Psychology, 72, 269–274.
26.
SchiavoneC.D., & JessellJ.C. (1988). Influence of attributed expertness and gender in counsell supervision. Counsell Education and Supervision, 28, 29–42.
27.
SternitzkeM.E., NixonD.N., & PonterottoJ.G. (1988). An attributional approach to counsell supervision. Counsell Education and supervision, 28, 5–13.
28.
StoltenbergC.D., McNeillB.W., & CretharH.C. (1995). Persuasion and development in counsell supervision. The Counselling Psychologist, 23, 633–648.
WorthingtonE.L., & SternA. (1985). Effects of supervisor and supervisee degree level and gender on the supervisory relationship. Journal of Counselling Psychology, 32, 252–262.
