苏州市广济医院心理援助热线电话技术指导方案2014

苏州市广济医院心理援助热线电话技术指导2014 苏州市广济医院 心理援助热线电话技术指导方案 (2014-11-1修订) 近年来，我国心理行为问逐渐增加。在资源不足的情况下，心理援助热线电话(以下简称热线)作为一种行之有效、且相对方便实用的心理健康教育、心理咨询和心理危机干预途径，成为大多数发达国家提供心理保健的重要方式，在处理心理应激和预防心理行为问题方面发挥积极作用。为规范热线建设，依据《卫生部办公厅关于做好心理援助热线建设工作的通知》要求，制定本技术指导方案。 一、热线服务对象 接受心理援助热线服务的对象，往往因精神障碍、急性社会心理应激、长期积累的慢性社会心理应激等原因，处在孤独、无助、悲伤、绝望、自暴自弃、不信任、烦躁不安、愤怒、仇恨等心理危机状态中，非常容易出现冲动性的行为，同时，他们又希望能及时和便捷地得到疏泄、理解、接纳、支持和鼓励等帮助。 二、热线咨询员 (一)基本要求。 1.自愿参加热线服务工作，普通话流利，语言表达清楚，可信赖，具有较好的从业态度，愿意倾听、交流，年龄不小于21岁; 2.接受过热线电话服务相关培训，了解热线电话接听服务工作，具备心理卫生专业知识和一定的热线电话服务技巧。 (二)专业要求。 by Western bad ideology of effect, community value orientation increasingly diversified, social thought divergent surging, serious party political life, and strict party of discipline and rules, and strengthening members cadres education and management, task also is heavy, some members thought political Shang problem also compared highlight, some belief confused, on Communist belief not really, on Marx doctrine theory confidence insufficient, on China features Socialist faith not firm. Some grassroots party organizations are still relatively soft, "three lessons" implementation of systems are not in place, the party's political life is not serious and not serious, normal life together, some party members and cadres is not required to participate in the party's organisational life. Grass-roots party members and cadres are more depressed, avoid responsibility, self-discipline is not strict, and not as, slow as. These issues relate to ignore party rules the party Constitution study, lack of knowledge of the party have a great relationship. Central situation, decided to all party members in the "two" study and education. This year, the XI General Secretary on many occasions "two" study and education made important instructions, profoundly illustrates the significance of education. XI General Secretary stressed, deployment "two learn a do" learning education, is to promoted party education from "key minority" to General members expand, from concentrated sex education to regular education extends, firm General members of Marx doctrine 热线咨询员应当具备的专业能力包括:心理危机干预的基本理论、心理卫生服务伦理要求和热线基础知识，处理心理应激问题的能力，能够识别常见精神疾病，有良好的职业操守。 人员上岗前接受相关专业培训的时间应当不少于40个学时数。 热线开通试点阶段，为保证服务质量，应当优先考虑以下人员参与热线服务:具有临床心理学专长的精神科医师、心理治疗师，接受过心理卫生专业训练的精神科医师、精神科护士、心理咨询师和社会工作师。 1.专业理论。基本理论培训的主要方式为:专家授课、主题内容讨论及相关理论教材自学。培训的主要内容有: ?热线的发展和基本特征。包括服务的主要对象及服务宗旨，常见的咨询问题及相关问题的心理学理论，心理危机干预的概念和发展。 ?热线的一般处理原则。包括倾听和沟通的原则和技巧;解释、支持等常用热线处理方式的讲解;犯罪、自杀、暴力的伦理道德原则及相关法律知识;热线的记录及相关科研和病例讨论的方法。 ?热线工作中的相关评估(包括求助者的情绪状态、自杀或自杀倾向等的评估)。 ?常见心理行为问题的处理。包括:情绪问题、家庭子女问题、工作与人际关系问题、性相关问题(同性恋、未婚先孕等)、精神疾病、物质依赖、犯罪、暴力、纠纷等问题。 ?热线的机构设置、团队协作、管理体系。包括:热线整体流程及相 rs expand, from concentrated sex education to regular education extends, firm General members of Marx doctrinestressed, deployment "two learn a do" learning education, is to promoted party education from "key minority" to General membe retarys "two" study and education made important instructions, profoundly illustrates the significance of education. XI General Secituation, decided to all party members in the "two" study and education. This year, the XI General Secretary on many occasionof knowledge of the party have a great relationship. Central sdiscipline is not strict, and not as, slow as. These issues relate to ignore party rules the party Constitution study, lack -ty members and cadres are more depressed, avoid responsibility, selfroots par-mal life together, some party members and cadres is not required to participate in the party's organisational life. Grasst, "three lessons" implementation of systems are not in place, the party's political life is not serious and not serious, norly sofy confidence insufficient, on China features Socialist faith not firm. Some grassroots party organizations are still relativepolitical Shang problem also compared highlight, some belief confused, on Communist belief not really, on Marx doctrine theorought party of discipline and rules, and strengthening members cadres education and management, task also is heavy, some members thunity value orientation increasingly diversified, social thought divergent surging, serious party political life, and strict by Western bad ideology of effect, comm2 关职能，热线咨询员的相关职责义务及#管理#，热线督导的设置和操作办法。 ?心理危机干预的处理。包括:危机干预的对象和原则，危机干预的应急处理方式、相关协作部门和可利用资源等。 2.职业态度。职业态度不仅指对热线咨询员个人的道德要求，还包括专业态度。主要内容有: ?热线咨询员在面对与自己或传统观点相冲突的问题时(如无端地想死、同性恋、人流问题等)保持接受、理解和不带偏见的态度。 ?热线咨询员在帮助别人时保持平衡的、实际的态度(如不要期盼营救或保护所有存在自杀可能的人，不要期盼通过电话咨询解决所有的问题)。 ?热线咨询员在面对死亡、病危、自残以及其他各种人权问题时保持现实和人道的态度(例如，不要质问受害者:“你做了什么激怒别人的事,”)。 ?要尽量体谅求助者对各种经历(离别、暴力等)的感受，保持中立的态度。 3.实践操作要求。 热线咨询员不仅要熟悉、掌握热线基本理论和职业态度相关知识，还应具备运用这些理论、采取适当的态度来系统有效地帮助求助者解决各种问题的能力。 实践操作培训非常重要，且富有实效，主要通过实际案例的分析讨论、情景模拟演练、督导实习等形式进行，为申请热线咨询员最终 rx doctrineof Ma"key minority" to General members expand, from concentrated sex education to regular education extends, firm General members education. XI General Secretary stressed, deployment "two learn a do" learning education, is to promoted party education fromce of eral Secretary on many occasions "two" study and education made important instructions, profoundly illustrates the significana great relationship. Central situation, decided to all party members in the "two" study and education. This year, the XI Genof knowledge of the party have discipline is not strict, and not as, slow as. These issues relate to ignore party rules the party Constitution study, lack -roots party members and cadres are more depressed, avoid responsibility, self-isational life. Grassorgan ot serious and not serious, normal life together, some party members and cadres is not required to participate in the party'sations are still relatively soft, "three lessons" implementation of systems are not in place, the party's political life is nganizreally, on Marx doctrine theory confidence insufficient, on China features Socialist faith not firm. Some grassroots party or is heavy, some members thought political Shang problem also compared highlight, some belief confused, on Communist belief notalso rty political life, and strict party of discipline and rules, and strengthening members cadres education and management, taskrn bad ideology of effect, community value orientation increasingly diversified, social thought divergent surging, serious paby Weste3 做好电话心理咨询做最直接的准备。 实践操作要求主要包括: ?熟悉常规电话心理咨询的处理流程，包括倾听、提问、分析、处理、总结等过程和设备操作、相关记录等，及其注意事项。 ?掌握电话心理咨询中的各种基本技巧，如倾听的技巧，提问的方式，如何表达理解、如何提建议、如何总结以及时间的把握等。 ?熟悉处理实际工作中可能遇到的问题的策略(如情绪问题、家庭子女问题、工作和人际关系问题、性相关问题等)。 ?熟悉电话心理咨询中的评估要求，包括基本的状态、严重性、危险性、效果的评价演练。 ?熟悉危机来电的识别和处理基本原则，包括基本步骤、资源的利用等。 ?熟悉电话心理咨询的督导操作和实施。 (三)工作职责。 1.对提供的服务内容负责; 2.向求助者提供准确、有效的信息; 3.必要时，为求助者推荐其他适当的资源或服务; 4.服务中，按热线管理要求收集有关电话内容和求助者信息; 5.遵守热线规章制度和工作安排; 6.定期接受岗位培训和督导; 7.遵守心理卫生服务伦理要求。 三、专业督导 retarys "two" study and education made important instructions, profoundly illustrates the significance of education. XI General Secituation, decided to all party members in the "two" study and education. This year, the XI General Secretary on many occasionof knowledge of the party have a great relationship. Central sdiscipline is not strict, and not as, slow as. These issues relate to ignore party rules the party Constitution study, lack -ty members and cadres are more depressed, avoid responsibility, selfroots par-mal life together, some party members and cadres is not required to participate in the party's organisational life. Grasst, "three lessons" implementation of systems are not in place, the party's political life is not serious and not serious, norly sofy confidence insufficient, on China features Socialist faith not firm. Some grassroots party organizations are still relativepolitical Shang problem also compared highlight, some belief confused, on Communist belief not really, on Marx doctrine theorought party of discipline and rules, and strengthening members cadres education and management, task also is heavy, some members thunity value orientation increasingly diversified, social thought divergent surging, serious party political life, and strict by Western bad ideology of effect, commrs expand, from concentrated sex education to regular education extends, firm General members of Marx doctrinestressed, deployment "two learn a do" learning education, is to promoted party education from "key minority" to General membe 4 (一)督导目的。专业督导的目的是促进热线咨询员的专业发展，确保求助者的健康利益。 (二)对督导员的基本要求。 1.具有精神医学、社会心理学、危机干预、相关法律法规等方面的专业教育及培训背景; 2.有丰富的理论和实际工作经验; 3.有教学的意愿和热情，有教学能力; 4.有成熟的人格和进取的人生态度; 5.对热线工作比较熟悉。 (三)督导员工作职责。 1.保障职责:密切关注热线运行情况，针对热线的长期发展及时提出切实可行的意见建议，保证热线的健康发展。 2.教育职责:对热线相关工作进行指导;对热线咨询员的专业知识、咨询技能等方面进行专业培训，提高热线咨询员的业务能力。 3.支持职责:为维护热线咨询员的身心健康，保证热线的服务质量，督导员定期为热线咨询员提供个体或团体督导，解答热线咨询员的疑难问题，帮助热线咨询员自我成长。 4.考核职责:配合热线管理人员对热线咨询员进行招募、选拔、考核等，定期对上线热线咨询员的工作状态进行评估。 (四)督导工作制度。 1.建立督导聘任制度。聘任具备热线专业背景的资深专家担任督导员。 eral Secretary on many occasions "two" study and education made important instructions, profoundly illustrates the significana great relationship. Central situation, decided to all party members in the "two" study and education. This year, the XI Genof knowledge of the party have discipline is not strict, and not as, slow as. These issues relate to ignore party rules the party Constitution study, lack -roots party members and cadres are more depressed, avoid responsibility, self-isational life. Grassorgan ot serious and not serious, normal life together, some party members and cadres is not required to participate in the party'sations are still relatively soft, "three lessons" implementation of systems are not in place, the party's political life is nganizreally, on Marx doctrine theory confidence insufficient, on China features Socialist faith not firm. Some grassroots party or is heavy, some members thought political Shang problem also compared highlight, some belief confused, on Communist belief notalso rty political life, and strict party of discipline and rules, and strengthening members cadres education and management, taskrn bad ideology of effect, community value orientation increasingly diversified, social thought divergent surging, serious paby Westerx doctrineof Ma"key minority" to General members expand, from concentrated sex education to regular education extends, firm General members education. XI General Secretary stressed, deployment "two learn a do" learning education, is to promoted party education fromce of 5 2.确立督导活动的和总结制度。记录督导活动过程和内容，评价督导活动效果。 3.多形式定期进行督导，促进热线咨询员的专业发展和个人成长。 4.定期召开督导员会议，对热线发展提供意见和建议。 四、热线咨询员的社会伦理道德标准 (一)坚持服务的社会公益性。热线服务是一项社会公益事业，是为整个社会中有心理健康需求的人士提供相关咨询服务。热线咨询员应抱着对国家、社会、大众无限的关爱和热诚，积极投入热线服务工作。热线咨询员应具备奉献精神，不计较个人得失、局部利益。为促进公众心理健康，无私奉献自己的学识。不可以利用热线谋取私利。 (二)科学、准确传播相关信息。热线咨询员是心理健康知识的传播者，对公众心理健康起到直接的宣传、指导、教育和咨询作用。因此，应认真学习相关专业知识，不断更新自己的知识，以确保及时、准确、科学地传播相关信息。 (三)应急事件处理。热线咨询员有义务防范和处理个人、团体和社会应急事件。在面对应急或突发事件时，要沉着冷静，依据自己的执业范围恰当地处理，不得违反相关职业守则。对应急事件不可隐瞒、弄虚作假或擅离职守。 (四)政治责任感。热线咨询员应当具备基本的社会政治责任感。在遵守国家法律法规的基础上开展工作。必须认识到心理援助热线是一条党和国家维系群众的热线，热线工作人员是一座桥梁，要以构建和谐社会作为目标。及时发现问题，上达民意;及时传达有关法律法规和 ituation, decided to all party members in the "two" study and education. This year, the XI General Secretary on many occasionof knowledge of the party have a great relationship. Central sdiscipline is not strict, and not as, slow as. These issues relate to ignore party rules the party Constitution study, lack -ty members and cadres are more depressed, avoid responsibility, selfroots par-mal life together, some party members and cadres is not required to participate in the party's organisational life. Grasst, "three lessons" implementation of systems are not in place, the party's political life is not serious and not serious, norly sofy confidence insufficient, on China features Socialist faith not firm. Some grassroots party organizations are still relativepolitical Shang problem also compared highlight, some belief confused, on Communist belief not really, on Marx doctrine theorought party of discipline and rules, and strengthening members cadres education and management, task also is heavy, some members thunity value orientation increasingly diversified, social thought divergent surging, serious party political life, and strict by Western bad ideology of effect, commrs expand, from concentrated sex education to regular education extends, firm General members of Marx doctrinestressed, deployment "two learn a do" learning education, is to promoted party education from "key minority" to General membe retarys "two" study and education made important instructions, profoundly illustrates the significance of education. XI General Sec6 政策。不做违背法律、基本社会道德的行为。 (五)公正性。热线咨询员应当尽最大可能保证每一位求助者都得到同等的机会，获得满意的答复。应当以客观、科学、公正的态度对待每一位求助者，尽量减少个人价值观对求助者的影响，努力做到多提供科学咨询，少给予道德价值评判;多提供选择方案，少给予直接指令。 (六)尊重文化差异和多样性。热线咨询员要认识到我国是一个多民族的大家庭，不同的区域、民族和团体存在自己的文化、习俗、宗教和价值体系。作为心理健康的宣传者，应尊重文化的差异和多样性。对自己不了解的文化应当先接纳、学习，后提供建议、给予指导。切忌不顾文化差异，歧视不同文化，伤害其他民族、宗教团体的感情。 (七)知情同意及保密原则。热线咨询员对热线咨询过程录音应当事先取得求助者知情同意。热线咨询员应当充分尊重求助者的隐私权。在接听电话过程中可以对求助者的问题做必要的记录，但这只是为了以后接受督导，对自己的工作进行总结所用。未经求助者知情同意，严禁将求助者的个人信息、求询问题以及相关信息透露给第三方，更不可利用上述信息谋取私人利益。 五、热线服务质量管理 要严格遵守《心理援助热线电话管理办法》的规定。根据热线工作的专业性质，针对服务人群的特点，建立科学、有效的管理机制。基本做法包括: (一)建立热线服务质量评估标准。评估标准应当涉及以下内容: 1.热线咨询员的接线态度、交流技巧、接电过程，对常见来电、危机 -roots party members and cadres are more depressed, avoid responsibility, self-isational life. Grassorgan ot serious and not serious, normal life together, some party members and cadres is not required to participate in the party'sations are still relatively soft, "three lessons" implementation of systems are not in place, the party's political life is nganizreally, on Marx doctrine theory confidence insufficient, on China features Socialist faith not firm. Some grassroots party or is heavy, some members thought political Shang problem also compared highlight, some belief confused, on Communist belief notalso rty political life, and strict party of discipline and rules, and strengthening members cadres education and management, taskrn bad ideology of effect, community value orientation increasingly diversified, social thought divergent surging, serious paby Westerx doctrineof Ma"key minority" to General members expand, from concentrated sex education to regular education extends, firm General members education. XI General Secretary stressed, deployment "two learn a do" learning education, is to promoted party education fromce of eral Secretary on many occasions "two" study and education made important instructions, profoundly illustrates the significana great relationship. Central situation, decided to all party members in the "two" study and education. This year, the XI Genof knowledge of the party have discipline is not strict, and not as, slow as. These issues relate to ignore party rules the party Constitution study, lack 7 来电、特殊来电进行评估干预的实施要点。 2.求助者的问题类型、求助者使用服务过程的反应、服务结束时的满意度(如:对热线咨询员态度、服务有效性的评价)。 评估方法可以采取自评、他评以及即时评定和定期抽查相结合的方式。 (二)规范热线业务资料的采集保存。应制订热线电话登记、处理记录及评估表格，明确保存期限，建立热线咨询员交接班记录。 热线服务的文字登记和录音资料需要遵循保密、及时、完整的基本原则。 (三)配备督导员，完善并落实相关服务标准和规范。 督导员定期对热线服务业务登记资料进行抽查，依照服务质量评估标准，进行咨询服务质量检查，并提出改进意见。 可以采取盲法评估，也可以与相关热线咨询员一起复习业务登记资料，共同评估热线服务的合理性、有效性。 通过质量检查发现的问题，采取有针对性的继续岗位教育将有助于热线服务质量的保证和提高。 (四)开放举报、投诉等民意反馈渠道，接受社会监督。 可以采取的方式包括:设立举报电话、网站论坛、民意问卷调查等。 (五)设立热线定期总结评估制度。 1.汇总分析热线服务人次、举报问题次数、民意测验结果，评估机构的社会影响水平; 2.汇总分析求助者的基本信息、咨询问题类型、满意度等数据，评估 retarys "two" study and education made important instructions, profoundly illustrates the significance of education. XI General Secituation, decided to all party members in the "two" study and education. This year, the XI General Secretary on many occasionof knowledge of the party have a great relationship. Central sdiscipline is not strict, and not as, slow as. These issues relate to ignore party rules the party Constitution study, lack -ty members and cadres are more depressed, avoid responsibility, selfroots par-mal life together, some party members and cadres is not required to participate in the party's organisational life. Grasst, "three lessons" implementation of systems are not in place, the party's political life is not serious and not serious, norly sofy confidence insufficient, on China features Socialist faith not firm. Some grassroots party organizations are still relativepolitical Shang problem also compared highlight, some belief confused, on Communist belief not really, on Marx doctrine theorought party of discipline and rules, and strengthening members cadres education and management, task also is heavy, some members thunity value orientation increasingly diversified, social thought divergent surging, serious party political life, and strict by Western bad ideology of effect, commrs expand, from concentrated sex education to regular education extends, firm General members of Marx doctrinestressed, deployment "two learn a do" learning education, is to promoted party education from "key minority" to General membe8 热线服务的合适程度; 3.汇总分析热线咨询员的自评、他评结果，评估热线咨询员的工作状态; 4.汇总分析来电中自杀发生率、疾病缓解率、转诊率等相关数据，评估热线服务功能的发展方向。 六、热线实施所需配置 (一)硬件条件。 1.有符合电信部门配置电话程控设备的房屋; 2.有固定的热线电话接听场所，环境封闭、安静、空间宽敞; 3.有专用的热线电话接听、记录、转接、监听设备; 4.配备网络，:与苏州市公安局110、市民政、120医疗急救中心构成联网联动; 5. 配备电话线路数量:配备2部固定电话、2部移动电话(可转接); 6.开通24小时热线服务的，应设置工作人员休息室。 (二)人员配备。 选配6-8名热线咨询员。热线咨询员上岗前必须通过热线服务技能考核，持合格证上岗;定期接受督导和考核。热线咨询员可以为全职工作，也可以是兼职工作。 苏州市广济医院 临床心理科 education. XI General Secretary stressed, deployment "two learn a do" learning education, is to promoted party education fromce of eral Secretary on many occasions "two" study and education made important instructions, profoundly illustrates the significana great relationship. Central situation, decided to all party members in the "two" study and education. This year, the XI Genof knowledge of the party have discipline is not strict, and not as, slow as. These issues relate to ignore party rules the party Constitution study, lack -roots party members and cadres are more depressed, avoid responsibility, self-isational life. Grassorgan ot serious and not serious, normal life together, some party members and cadres is not required to participate in the party'sations are still relatively soft, "three lessons" implementation of systems are not in place, the party's political life is nganizreally, on Marx doctrine theory confidence insufficient, on China features Socialist faith not firm. 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