Lydia Sela Peled & Ami Rokach 
Voice at the End of the Telephone Line [PDF ebook] 
The Psychology of Tele Carers

This unique book is geared for academicians, researchers, and those who train or are considering becoming volunteers. It focuses on those behind the phone line, the people who volunteer to help those who call crises lines. It is a blend of theoretical as well as personal accounts of what and how it feels to sit by the phone and help people pour their hearts out, save those who consider suicide, and empower those who feel downtrodden and desperate. This book illustrates the calls that are received, how operators approach them, how they learn to identify the repeaters who just hang on to the line, and how their volunteering enriches their lives.