TY - JOUR
T1 - Mental wellbeing in crisis line volunteers
T2 - understanding emotional impact of the work, challenges and resources. A qualitative study
AU - Willems, Renate Catharina Wilhelmina Johanna
AU - Drossaert, Constance Hélene Christine
AU - Vuijk, Patricia
AU - Bohlmeijer, Ernst Thomas
N1 - Funding Information:
This work is part of the research program ?The butterfly effect of self-compassion? with project number 023.008.008, which is financed by the Netherlands Organization for Scientific Research (NWO);nederlandse organisatie voor wetenschappelijk onderzoek [023.008.008];
Publisher Copyright:
© 2021 The Author(s). Published by Informa UK Limited, trading as Taylor & Francis Group.
PY - 2021/10/25
Y1 - 2021/10/25
N2 - Background: : Crisis line volunteers are a valuable addition to formal care. Although there is growing evidence of decreased mental wellbeing of crisis line volunteers, a comprehensive overview of perceived emotional impact from the perspective of volunteers is lacking. Purpose: This study explores the emotional impact, the challenges that crisis line volunteers encounter, and the resources that they use to cope with these challenges. Method: : A grounded theory approach was used to explore the subjective experiences of the participants. Four focus groups with twentytwo active volunteers and eight interviews with former volunteers were conducted. Results: : Results provide an overview of emotions that volunteers experience in their work. (e.g., gratification, compassion, frustration, and powerlessness). Challenges are related to the characteristics of callers (e.g., inappropriate behaviour) and topics of the calls (e.g., suicidality). Resources to cope adequately with negative emotions are, among others, a self-compassionate attitude and good training. Conclusion: : This study highlights the importance of training of volunteers in dealing with specific callers, and gives input for the development of interventions aimed at increasing personal resources, such as awareness of positive emotions and self-compassion. These resources can help to increase the mental wellbeing of crisis line volunteers and reduce turn-over rates.
AB - Background: : Crisis line volunteers are a valuable addition to formal care. Although there is growing evidence of decreased mental wellbeing of crisis line volunteers, a comprehensive overview of perceived emotional impact from the perspective of volunteers is lacking. Purpose: This study explores the emotional impact, the challenges that crisis line volunteers encounter, and the resources that they use to cope with these challenges. Method: : A grounded theory approach was used to explore the subjective experiences of the participants. Four focus groups with twentytwo active volunteers and eight interviews with former volunteers were conducted. Results: : Results provide an overview of emotions that volunteers experience in their work. (e.g., gratification, compassion, frustration, and powerlessness). Challenges are related to the characteristics of callers (e.g., inappropriate behaviour) and topics of the calls (e.g., suicidality). Resources to cope adequately with negative emotions are, among others, a self-compassionate attitude and good training. Conclusion: : This study highlights the importance of training of volunteers in dealing with specific callers, and gives input for the development of interventions aimed at increasing personal resources, such as awareness of positive emotions and self-compassion. These resources can help to increase the mental wellbeing of crisis line volunteers and reduce turn-over rates.
KW - challenges
KW - Crisis line volunteers
KW - emotional impact
KW - qualitative research
KW - resources
UR - http://www.scopus.com/inward/record.url?scp=85118204992&partnerID=8YFLogxK
U2 - 10.1080/17482631.2021.1986920
DO - 10.1080/17482631.2021.1986920
M3 - Article
C2 - 34694979
AN - SCOPUS:85118204992
SN - 1748-2623
VL - 16
JO - International Journal of Qualitative Studies on Health and Well-being
JF - International Journal of Qualitative Studies on Health and Well-being
IS - 1
M1 - 1986920
ER -