Garrett Lee Smith Evaluation of the Text Message Crisis Hotline in Nevada

8/3/2019 Garrett Lee Smith Evaluation of the Text Message Crisis Hotline in Nevada

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Nevada Garrett Lee Smith

Local Evaluation Updates

June 9-10, 2011


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Stakeholder Reports PreventionPays Text Messaging Service (PPTMS)

Program Update Plans for PPTMS Expansion

Local Evaluation Overview


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PPTMS: Reports to Stakeholders

Background Program ConclusionEvaluation ResultsEvaluation Method

Quarterly Reports to Stakeholders and Project Team:

# of texts into system Frequency, length, duration of texts Texter demographics Issues reported by texters Details of text conversations with suicidal texters Outcome of text conversations Highlights from focus group conversations


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PPTMS Pilot Implementation Sites



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Social Marketing Materials


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Social Marketing Materials


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Pilot Evaluation Methods

Post-intervention text sheets Cell phone carrier data Focus groups with 113 middle and high school youth Focus groups with Crisis Call Centers 8 PPTMS staff



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Texter Characteristics

Frequency of Texts:

319 total text conversations 49.4% of texters have texted in more than onceOutcome of Texts:


61.7% information/support 30.1% no resolution/opt out 7.3% texter calmed/de-escalated 1.0% thank-you/all is well


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Length of Text Conversations


32% 32% 36%

0

20

4060

80

100

Short

Conversations

Medium

Conversations

Long

Conversations


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Texter Demographics

Gender: 51.7% female 11.6% male 36.7% unknown Age: 60.8% are ages 17 and under 9.4% are ages 18 - 30 1.9% are ages 31 - 60 27.6% age is unknown



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Primary Issues Reported


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Referrals Provided


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Youth Focus Groups

Focus Group Questions:

Are youth aware of program? Do they know how and when to use it? Do they relate to the social marketing materials? Do they think people their age would use the program? What issues do people their age face? What resources do they currently use during crises? What barriers would prevent them from using program? Do they know someone who has used the line already?



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Youth Focus Groups

Are Youth Aware of Program?

All youth were aware of program

Most knew when they could use program

Do They Know How to Use It?

Nearly all understood how to use it Some confusion about who responds to texts



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Youth Focus Groups

Do they relate to marketing materials?

Positive reaction to marketing materials and location Frustration with destruction of materials Considered age and tone-appropriate Want more information on line confidentiality

Would they use it?

Most would refer friends to program Best when youth just want to talk and want anonymity Might not be appropriate for all crises



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Youth Focus Groups

What issues do youth face?

Relational and physical bullying, depression, sex-relatedissues, drug/alcohol abuse, interpersonal violence and

conflict

What resources do they use when in crisis?

Frustration with current resources available Reliance on friends during crisis Mistrust of school-based resources



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Youth Focus Groups

Barriers to text line use

No cell phones (~19%) Concern about confidentiality/anonymity May not be appropriate for all crisesKnow someone who has used it?

8 knew someone who had used it Generally positive

o They texted back pretty fast so that kinda shows like they likecare. Yeah it showed they took it seriously and that they were

concerned.



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CCC Focus Groups

Strengths of system Weaknesses of system Opportunities to improve system Threats to improving system

Background Program ConclusionEvaluationResultsEvaluationMethod


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CCC Focus Groups

Strengths of the system:

Meeting unmet youth need Anonymity of CCC staff Saved record of all text conversations Call line strategies can be used with text line



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CCC Focus Groups

Weaknesses of the system:

No voice cues from texter or staff Length of text conversations Need to multi-task between texting and calling Frequent opt-outs



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CCC Focus Groups

Opportunities to improve system in future:

Acknowledging differences between texts and calls Assigning select staff to texting full-time Resource and strategy-sharing Identification of staff who excel at texting Adapting call sheets to text capabilities



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Challenges to Overcome for the Future:

Need more texts Difficult to connect youth to resources Difficult to transition crisis texter to phone


CCC Focus Groups


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New Social Marketing Materials


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Conclusion

PPTMS increased youth help-seeking behaviors Response to program and materials very positive

Youth and adults use Crisis Line differently Phone-based strategies can be adapted for text line Difficult to gather demographics on texters



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Future Directions

Expansion throughout Nevada Follow-up with text line users Coordination with other text-based treatment programs Development of training materials Evaluation of long-term outcomes Publication of evaluation findings

Book chapter on emerging crisis call center technologies in Crisis Intervention &Counseling by Telephone

Journal article in development

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I personally was like Finally!

Something that this school needs.-16 year old female

Sometimes, you know, you just want

someone to talk to. You dont really want

them to fix the problem, but you just

want someone to talk to.

-13 year old male


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I don't feel cornered anymore. I feel

like I can breathe a little bit better...You

have helped so much. Thank you very,

very much!

-34 year old male,father of three children


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Contact Info:For information on project advocacy at the state and Local levels, or ifyou have specific questions about the Nevada schools text program,

contact Misty Vaughan Allen, Suicide Prevention Coordinator, Nevada

Dept of Health and Human Services, (775) [email protected]

Evaluation Conducted by: Bill Evans, Ph.D.University of Nevada, Reno [email protected]

For info on operational protocols, questions about the service (theresponders and responder guidelines) contact Kathy Jacobs, Director

Crisis Call Center at: 775-784-8085, crisiscallcenter.org

For information on PreventionPaysText Message Services, program

materials, marketing and implementation components contactJonathan or Tom at 805.653.6000,[email protected]

[email protected]

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Garrett Lee Smith Evaluation of the Text Message Crisis Hotline in Nevada

Documents

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