Evaluation of a crisis support training programme for helpline volunteers in New Zealand by adapting Kirkpatrick's evaluation model.

Lifeline Aotearoa provides a 24/7 telephone counselling service for New Zealanders requiring immediate crisis counselling and support. The training for the helpline volunteers is called One Model Foundation Training, and in this study it was evaluated using Kirkpatrick's Four Levels evaluation model. The study showed that the trainees were satisfied with the effectiveness and the quality of the programme. The training was effective in improving the trainees' knowledge and awareness in helpline interventions. The evaluation also found that most trainees were able to apply their learning in practice, although a few difficulties were identified when working on the phones. Finally, no change was evident in any of the call centre Key Performance Indicators as a result of the training. [ABSTRACT FROM AUTHOR]