ReviewInternational journal of qualitative studies on health and well-being2021
Mental wellbeing in crisis line volunteers: understanding emotional impact of the work, challenges and resources. A qualitative study.
Review in International journal of qualitative studies on health and well-being, 2021. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 7 papers.
What it found
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The abstract states no effect estimate the extractor could read, or names no intervention and outcome on the map, so this paper lights no cell and moves no belief. It is still indexed, cited and linked below.
The trial behind it
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Who cites it
7 citing papers in PubMed.
- Working Without Faces: Job Demands, Resources, and Burnout in Anonymous Helpline Workers in Slovakia and the Czech Republic-A Cross-Sectional Study.Healthcare (Basel, Switzerland) · 2026Article
- Qualitative Evaluation of a Vicarious Trauma e-learning Initiative for Cancer Support Line Workers in the UK.Journal of cancer education : the official journal of the American Association for Cancer Education · 2026Article
- Evaluation of a bridge-based suicide intervention programme: findings from a qualitative study with volunteers and professional staff.BMC public health · 2026Article
- Burnout and Professional Quality of Life Amongst Crisis Hotline Responders: A Cross-Sectional Survey in Canada During COVID-19.Healthcare (Basel, Switzerland) · 2025Article
- Forecasting call and chat volumes at online helplines for mental health.BMC public health · 2023Article
- Supporting Traumatic Grief: A Qualitative Analysis of Helper's Lived Experience.International journal of environmental research and public health · 2022Article
- The Role of Self-Compassion in the Job Demands-Resources Model, an Explorative Study among Crisis Line Volunteers.International journal of environmental research and public health · 2021Article
Corrections and comments
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Authors and funding
4 authors.
Funding
No grant is acknowledged in the PubMed record.
Abstract
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.
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Registered trials
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