Experiences and wellbeing of Samaritans crisis line volunteers in Ireland during the COVID-19 pandemic: A qualitative study

Abstract

Background: The literature demonstrates that working in a crisis line volunteer role, despite being rewarding, poses a risk of adverse effects on health and additional pressure exists with the COVID-19 pandemic. Despite this, there is limited research on the experiences of such volunteers. Aims: This study aimed to explore the experiences of Samaritans volunteers in Ireland during the COVID-19 pandemic, thereby contributing to the overall knowledge of crisis line volunteering, and gaining an understanding of how this role is impacted by the pandemic. Method: A qualitative approach was taken, and semi-structured interviews were conducted with volunteers from Samaritans branches in Ireland (n = 13). Data were then analysed using thematic analysis. Results: Four overarching themes were identified: (1) responding to calls in the context of COVID-19, with sub-themes being change in the nature of calls, reliance on existing approach in handling calls and varying emotional responses to calls, (2) sense of loss, with sub-themes being loss of older and vulnerable volunteers, reduced social connectedness and restricted aspects of the service, (3) positive experiences, with sub-themes being supportive culture, new personal skills and perspectives and volunteering as an escape from lockdown and (4) adaptation challenges, with sub-themes being logistical changes and concern for sustainability of the service. Conclusions: Findings highlight important insights into the experiences of Samaritans volunteers in Ireland, revealing that the pandemic brought about challenges, but also gave rise to some positive experiences. Implications of these findings are discussed in the context of the existing literature and recommendations made.

COVID-19 Pandemic, Physical Distancing Policies, and the Non-Profit Sector Volunteer Force

“…Despite the impacts of COVID-19 on paid labor being widely reported ( Bell & Blanchflower, 2020 ), the effects of physical distancing policies on the provision of volunteer labor have received relatively little attention. Research has discussed the number of individuals recruited for COVID-19-related volunteer drives, COVID-19-related volunteering activities, and the characteristics of volunteers ( Mak & Fancourt, 2022 ; Mao et al, 2021 ; Mo et al, 2022 ; Sin et al, 2021 ), with most studies being qualitative analyses of the experiences of volunteers during the COVID-19 pandemic ( Cooney & McCashin, 2022 ; Seddighi et al, 2020 ; Sengupta & Al-Khalifa, 2022 ). The impacts of lockdowns on COVID-19 caseloads, employment, and health-related outcomes have been studied extensively ( Brodeur et al, 2021 ), yet few studies have examined the effect of initiating and loosening of COVID-19 restrictions on demand for or interest to volunteer.…”