ArtsAutosBooksBusinessEducationEntertainmentFamilyFashionFoodGamesGenderHealthHolidaysHomeHubPagesPersonal FinancePetsPoliticsReligionSportsTechnologyTravel

The organisational culture of Telephone Counselling

Updated on April 17, 2013

Continued professional development

Continued professional development depends on the organisation in which the telephone counsellor is employed. There are organisations which promote this development; however, therapists can discuss these needs with their supervisor.

Suggested ways to continue professional development are attending a short course regarding specific aspects of the therapist’s telephone work, and reading relevant articles and books to keep current with any developments.

Payne et al (2006) propose that the practise of telephone counselling is accredited by the BACP, and that by gaining this accreditation the therapists show themselves to have the appropriate skills and knowledge to do their job.


It is impossible to determine the cost-effectiveness of telephone counselling services, but large voluntary organisations do benefit from significant economic savings (Masi and Freeman 2001). Limited funding in telephone counselling has an impact on the amount of sessions a client may undertake, and this may be considered one of the reasons most services offer short-term counselling.

There are organisations which get their funding through charities or local authorities, whereas others are church-based (Davies 1982). Totally independent organisations only charge for the telephone call, usually at a standard rate. Moreover, the staff members are usually volunteers and do not get paid for their services. Supervisors get paid by the organisation or by the counselor, but the number of supervisors is relatively small compared to the number of volunteers within an organisation. According to Aldbridge and Rigby (2004), during supervision the therapist can talk about any issue they are facing with their supervisor, such as any ethical dilemmas concerning their clients or their practise.

Payment, when working privately, may vary as each counsellor charges different rates. Telephone counselling has been found to cost less than half of face-to-face counselling (Mermelstein and Holland 1991), but smoking-cessation services may cost more (Curry et al1995).

The organisational culture of telephone counselling

The organisational culture usually found within telephone counselling services is the people culture. According to Handy (1999), the individual is the central point within this culture. Telephone counselors within organisations that use the people culture are the ones whose existence is based only on serving or assisting other individuals.

People employed in these services usually offer their services voluntarily, though some do offer their services for a fee. There are also larger, global organisations in this style. These organisations are more likely to develop a role culture due to the many departments and divisions working independently toward the success of the organisation’s services (Handy 1999).

Telephone counselling organisations that follow the role culture may cause issues for some employees, especially because their performance comes secondary whereas their role within the organisation comes first. This could cause frustration to counselors who are interested in more successful results, as radical changes could have a negative effect on the organisation’s services.


    0 of 8192 characters used
    Post Comment

    No comments yet.


    This website uses cookies

    As a user in the EEA, your approval is needed on a few things. To provide a better website experience, uses cookies (and other similar technologies) and may collect, process, and share personal data. Please choose which areas of our service you consent to our doing so.

    For more information on managing or withdrawing consents and how we handle data, visit our Privacy Policy at:

    Show Details
    HubPages Device IDThis is used to identify particular browsers or devices when the access the service, and is used for security reasons.
    LoginThis is necessary to sign in to the HubPages Service.
    Google RecaptchaThis is used to prevent bots and spam. (Privacy Policy)
    AkismetThis is used to detect comment spam. (Privacy Policy)
    HubPages Google AnalyticsThis is used to provide data on traffic to our website, all personally identifyable data is anonymized. (Privacy Policy)
    HubPages Traffic PixelThis is used to collect data on traffic to articles and other pages on our site. Unless you are signed in to a HubPages account, all personally identifiable information is anonymized.
    Amazon Web ServicesThis is a cloud services platform that we used to host our service. (Privacy Policy)
    CloudflareThis is a cloud CDN service that we use to efficiently deliver files required for our service to operate such as javascript, cascading style sheets, images, and videos. (Privacy Policy)
    Google Hosted LibrariesJavascript software libraries such as jQuery are loaded at endpoints on the or domains, for performance and efficiency reasons. (Privacy Policy)
    Google Custom SearchThis is feature allows you to search the site. (Privacy Policy)
    Google MapsSome articles have Google Maps embedded in them. (Privacy Policy)
    Google ChartsThis is used to display charts and graphs on articles and the author center. (Privacy Policy)
    Google AdSense Host APIThis service allows you to sign up for or associate a Google AdSense account with HubPages, so that you can earn money from ads on your articles. No data is shared unless you engage with this feature. (Privacy Policy)
    Google YouTubeSome articles have YouTube videos embedded in them. (Privacy Policy)
    VimeoSome articles have Vimeo videos embedded in them. (Privacy Policy)
    PaypalThis is used for a registered author who enrolls in the HubPages Earnings program and requests to be paid via PayPal. No data is shared with Paypal unless you engage with this feature. (Privacy Policy)
    Facebook LoginYou can use this to streamline signing up for, or signing in to your Hubpages account. No data is shared with Facebook unless you engage with this feature. (Privacy Policy)
    MavenThis supports the Maven widget and search functionality. (Privacy Policy)
    Google AdSenseThis is an ad network. (Privacy Policy)
    Google DoubleClickGoogle provides ad serving technology and runs an ad network. (Privacy Policy)
    Index ExchangeThis is an ad network. (Privacy Policy)
    SovrnThis is an ad network. (Privacy Policy)
    Facebook AdsThis is an ad network. (Privacy Policy)
    Amazon Unified Ad MarketplaceThis is an ad network. (Privacy Policy)
    AppNexusThis is an ad network. (Privacy Policy)
    OpenxThis is an ad network. (Privacy Policy)
    Rubicon ProjectThis is an ad network. (Privacy Policy)
    TripleLiftThis is an ad network. (Privacy Policy)
    Say MediaWe partner with Say Media to deliver ad campaigns on our sites. (Privacy Policy)
    Remarketing PixelsWe may use remarketing pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to advertise the HubPages Service to people that have visited our sites.
    Conversion Tracking PixelsWe may use conversion tracking pixels from advertising networks such as Google AdWords, Bing Ads, and Facebook in order to identify when an advertisement has successfully resulted in the desired action, such as signing up for the HubPages Service or publishing an article on the HubPages Service.
    Author Google AnalyticsThis is used to provide traffic data and reports to the authors of articles on the HubPages Service. (Privacy Policy)
    ComscoreComScore is a media measurement and analytics company providing marketing data and analytics to enterprises, media and advertising agencies, and publishers. Non-consent will result in ComScore only processing obfuscated personal data. (Privacy Policy)
    Amazon Tracking PixelSome articles display amazon products as part of the Amazon Affiliate program, this pixel provides traffic statistics for those products (Privacy Policy)
    ClickscoThis is a data management platform studying reader behavior (Privacy Policy)