Impact of Crisis Line Volunteering on Mental Wellbeing and the Associated Factors: A Systematic Review

Abstract

Crisis line services, operated by volunteers, have been proven to be effective in decreasing psychological pain and preventing suicidality. Although working at the crisis line may be rewarding, for some the confrontation with highly complex topics (i.e., suicidality, abuse, and loneliness) in combination with inappropriate calls (i.e., sexually abusive calls), may lead to distress or vicarious trauma. The aim of this paper is to systematically review the studies that have examined mental wellbeing of crisis line volunteers and the factors associated with it. Thirteen published empirical studies on the topic were found. These showed that crisis line volunteers are at increased risk of declined mental wellbeing. However, a wide range of operationalizations were used and most studies did not use validated instruments. On the other hand, studies showed that many volunteers experience satisfaction and gratification from their work. This review gives insight into some of the work-related, organization-related, and volunteer-related factors that may be associated with the decrease of mental wellbeing. More high quality, comprehensive, and quantitative research using validated instruments is urgently needed to assess the impact of the work on mental wellbeing and the relative impact of influencing factors.

Prevalence of burnout syndrome among Italian volunteers of the Red Cross: a cross-sectional study

“…Even though BOS has been extensively characterized in emergency healthcare personnel 34 , 35 , 36 , 37 , 38 , 39 , 40 , 41 , 42 ) , research on FAVs is relatively scarce, and evidence is somewhat conflicting, particularly for Italian personnel. For instance, a study on a small sample of Italian Red Cross volunteers did not list BOS as a major problem 42 ) , and two Italian studies, including a little group of ambulance driver-rescuers, reported inconsistent findings 43 , 44 ) .…”

Communicating with Elderly People in Suicidal Crisis in the Light of Helpline Worker Experience

“…They indicated that there were many areas in the field of suicidology which they should learn. Unfortunately, there are no international studies where this issue is addressed, albeit a research team under R. Willems has indeed concluded that volunteers need training and coaching on how to talk to difficult callers (Willems et al, 2020). There are, however, papers on specific training offered to helpline workers and volunteers.…”

“…Roche and J. Ogden (2017). In yet another study, many volunteers showed symptoms of burnout, stress, frustration, and irritation, which may have been caused by their insufficient experience in communicating with people in need of support (Willems et al, 2020).…”

Les comorbidités somatiques et psychiatriques peuvent-elles expliquer l’excès de mortalité par suicide dans certaines catégories professionnelles en Suisse ?

“…On peut ainsi se demander si la mise en place de ces hotlines n'a pas ré pondu aux besoins des responsables politiques et des intervenants plus qu'à ceux de la population. À cet é gard, la litté rature sur les hotlines laisse voir la forte motivation des personnes engagé es [2] et les possibles effets bé né fiques d'un tel engagement [15], mais les donné es sur les appelants et les bé né fices pour eux sont plus rares [10]. L'intuition clinique de l'utilité du soutien psychologique par té lé phone existe dans de nombreux domaines, mais la litté rature empirique à ce propos est quasiment inexistante, et les bé né fices directs pour les usagers sont difficiles à dé montrer [10].…”