Table 2.

Codes used in characterizing case notes and examples from case notes written by peer staff regarding 60 urgent or emergent cases representing Rutgers Telephone Peer Support Programs

Code	Examples
Pattern of engagement	Single contact: peer support relationship is characterized by a single call between peer and participant. Episodic with follow-up: peer support relationship is characterized by the peer following up to engage the participant but with limited contact, apart from few brief and nonsubstantive phone calls. Ongoing support: relationship is characterized by a series of substantive interactions between participant and peer. Crisis relief plus one of above: participant calls about a traumatic event (i.e., death, officer-involved shooting, and motor vehicle accident) plus one of above, single, episodic, or ongoing contacts.
Reason for call—psychosocial issue	Officer called and needed to talk and seeking resources … he has had long time problems with anxiety and depression but called C2C [Cop2Cop] because of a panic attack. Reached out to Mom2Mom because her 15 y/o son … (with ASD [Autism Spectrum Disorder]) was extremely agitated and violent. [Client] called for peer support because is being experiencing anxiety and other adverse physical problems due to the severe stress from the job.
Reason for call—basic needs issue	Client called stating that he has a brain tumor caused by the drinking water on CLNC [Camp Lejeune, North Carolina] while he was in the Marine Corps from 78 to 85. Client stated that he was just looking for some help to repair his roof. Client called stating that he needs help with utility bills. Client stated that he has a shut off notice and Catholic Charities cannot help him.
Referrals	Gave caller info for HUD VASH (Housing & Urban Development Veterans Affairs Supportive Housing) as well as the number for the VA [Veteran’s Administration] veteran homelessness prevention line. [Peer staff] called [client] to provide a listing of psychologist part of the providers listing under Horizon Blue Cross & Blue Shield found online.
Provides connection/checks in	We discussed her recent vacation to Wildwood, and how she was planning to spend the upcoming weekend… I will call her next month to touch base, and she is aware that she may call if needed. She is feeling like she needs to open up more to people who can help her—she has been trying to be “supermom.”… She thanked me for calling and would like to speak again after her appointments the next three weeks.
Provides social and emotional support	[Peer staff} normalized feelings of anomie at different stages of police career, particularly in the smaller departments. Also pointed out that 9 days of 12 hr midnights could cause deleterious reactions. Also told him to monitor ETOH [alcohol]. We talked about just taking things one step at a time to prevent her from becoming overwhelmed. I praised her for her courage about taking time to further discuss feelings with supervisor to address her concerns and suggested not to allow this issue to create further problems.
Problem solving	She talked about some experiences she has been having with her husband. This writer talked about different strategies she could try when engaging her husband. She was also given the number to the Combat Call Center. [Client] called me today saying that she wanted to ask me questions about taking time off… I pointed out that comp time is subject to approval by supervision, so if her supervisor approves her request it wont be a problem.
Accessed referred services	[Client] called to update me that she had been in contact with the two advocates I recommended [advocate names] and spoke with [advocate], who upon hearing she was in Chatham, advised her to get an attorney, and recommended one. Spoke to Lt, [lieutenant] He was grateful for our assistance and the officer was sent to Florida to a “facility” who sent an affirmation to the department that he would be in residential Tx [treatment] for 30 to 90 days.
Implements suggested solutions	[Client] plans to take ten days off later this month and go to a mountain resort where there is no cell phone service. She also will take a week off in August [as discussed in prior conversation] She got an education attorney from Legal Aide… already spoke to her and has an appt. [as discussed in prior conversation]
Progress on issue	Client stated he was getting better. His first visit with the psychiatrist went well. The medication is helping. He likes him as a person. He will be seeing a therapist to talk about his concerns. She was happy because received a call that her welfare grant was approved and she should start getting benefits by next week… She also completed the intake for her siblings’ therapy and they will be involved in individual therapy weekly and family therapy at home once a month. [Client] has made a decision to begin actively make moves to get out of current job situation.
Resolved issue	She and her husband did file for due process, after retaining an attorney and it only took one meeting with the Superintendent to have him grant their request for a new classroom setting for [name]. He is so much better and happier in school now. She told me that she gave her 2 weeks notice that she is quitting… She said that she plans to attend cosmetology school, that it’s a 9-week course and that she will work part time as a home health aide for income. This writer called [client] who has been offered a position with the Department of Corrections.

All examples are taken verbatim from case notes written by peer staff except pieces of text denoted by […]. Examples were chosen that illustrated the identified code; however, more than one code could be applied to each piece of text.