Testing a Model of Functional Impairment in Telephone Crisis Support Workers

Kitchingman, Taneile; Wilson, Coralie J; Caputi, Peter; Wilson, Ian G; Woodward, Alan

doi:10.1027/0227-5910/a000435

Cited by 13 publications

(28 citation statements)

References 62 publications

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“…These terms were combined with terms related to mental wellbeing: mental health, professional quality of life, compassion fatigue, resilience, burnout, wellbeing, empathy fatigue, vicarious trauma, secondary trauma, secondary traumatic stress, distress, stress, help-seeking, anxiety, depressive, suicidal, supervision, treatment, service provision, skills, performance, satisfaction, exhaustion, frustration, anger, depression, and countertransference. Reference lists of the selected studies and earlier reviews [22,24] were cross-checked.…”

Section: Search Strategymentioning

confidence: 99%

“…skills, performance, satisfaction, exhaustion, frustration, anger, depression, and countertransference. Reference lists of the selected studies and earlier reviews [22,24] were cross-checked.…”

Section: Inclusion Criteria and Selection Of Studiesmentioning

confidence: 99%

“…Only thirteen studies, published between 1973 and 2018, were included in the current review: eight quantitative surveys [27][28][29][30][31][32][33][34] and five qualitative studies (observation, participation, document study, and interviews) [35][36][37][38][39]. No clinical trials or longitudinal studies were found.…”

Section: Characteristics Of the Included Studiesmentioning

confidence: 99%

“…The quality of the studies varied widely. Only four of the eight surveys used validated instruments to assess mental wellbeing or the factors influencing mental wellbeing [28,30,33,34]. The other four surveys used a single item to measure subjective mental wellbeing [27,29,31,32].…”

Section: Characteristics Of the Included Studiesmentioning

confidence: 99%

“…Despite this substantial body of knowledge on the mental wellbeing of professional caregivers, much less research had been conducted on the impact of caregiving in crisis line volunteers. In a recent systematic review, Kitchingman et al [22] analyzed seven studies investigating whether telephone crisis support workers experience elevated symptoms of psychological distress. The results revealed that telephone crisis support workers are experiencing stress, burnout, vicarious trauma, and psychiatric disorders.…”

Section: Introductionmentioning

confidence: 99%

See 4 more Smart Citations

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

Willems

Drossaert

Vuijk

et al. 2020

IJERPH

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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.

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Section: Search Strategymentioning

confidence: 99%

Section: Inclusion Criteria and Selection Of Studiesmentioning

confidence: 99%

Section: Characteristics Of the Included Studiesmentioning

confidence: 99%

Section: Characteristics Of the Included Studiesmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

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

Willems

Drossaert

Vuijk

et al. 2020

IJERPH

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Evaluating the Experience of Teen-to-Teen Crisis Line Volunteers: A Pilot Study

Glenn,

Kalgren,

Dutta

et al. 2024

Community Ment Health J

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Teen-to-teen (t2t) crisis lines are a special type of crisis service where youth volunteers help their peers. Although prior research has examined the experience of adult crisis line responders, no research has examined the experience of adolescents who do this work. In collaboration with two of the largest t2t lines in the U.S., this pilot study is the first examination of t2t crisis line work. Volunteers (ages 14–20) reported: their primary motivation for joining the crisis lines was to help others and give back to the community; responding to a range of peers’ problems on the t2t crisis line, including high-risk suicide contacts; and a range of ways the crisis line work impacted their lives. Findings provide preliminary information about the experience of adolescents engaging in t2t crisis line work. Additional research is needed in larger and more diverse samples to understand the impact of crisis line work for youth.

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