Supporting Telephone Counsellors in the Context of the COVID-19 Pandemic

The COVID-19 pandemic has caused a necessary increase in the use of non-face-to-face modalities of human and social service delivery, including via the telephone. The ongoing nature of the COVID-19 pandemic and cost-efficiencies associated with welfare austerity measures make it likely that distance modalities will be used by social services well into the future. However, this transition may not be straightforward. Many services have needed to make this transition to disembodied forms of communication, requiring a rapid uptake of skills by staff whose previous work was based on face-to-face interactions with clients and other staff. The use of telephone and other electronic forms of communication (e.g. Zoom, chatrooms) has significantly changed the nature of the work, requiring practitioners to attend to different dimensions of the interactions. This article draws on interview data taken from two separate studies involving telephone counsellors: (1) a case study project involving 10 practitioners working in New Zealand and (2) a qualitative study about how practitioners engage in dynamic practice. Findings from both studies detail the influence of managerial policies on practitioners' capacity to respond to the complexity of their telephone work. It concludes with cautionary notes about the important institutional obligations that organisations have to both clients and workers obligations that cannot be sidestepped because they are deemed 'too expensive'.

Effect of telephone counselling on the knowledge, attitude and practices of contacts of confirmed COVID-19 cases in Egypt.

BACKGROUND: The coronavirus disease 2019 (COVID-19) is an emerging respiratory illness. The World Health Organization declared it a public health emergency of international concern on 30 January 2020 and called for collaborative efforts, such as contact tracing and promoting the public awareness about COVID-19, and recommended prevention and control measures. AIM: The aim of this study was to assess the effect of telephone counselling on the knowledge, attitude and practices (KAPs) of contacts of COVID-19 confirmed cases towards COVID-19 epidemiology and infection prevention and control measures. SETTING: Ten areas in Sharkia Governorate, Egypt divided into six rural and four urban areas. METHODS: A non-randomised controlled trial was conducted in Sharkia Governorate, Egypt, from 26 March 2020 to 12 April 2020 on 208 contacts of confirmed COVID-19 cases, divided equally into two groups: an experiment group that was exposed to telephone counselling by the researchers and a control group that was exposed to routine surveillance by local health authority. A semi-structured questionnaire was used to assess the KAP of both groups towards COVID-19 before and after intervention. RESULTS: After intervention the percent of contacts who achieved good knowledge, positive attitudes and better practice scores in the experimental group was 91.3%, 57.8% and 71.2%, respectively, compared with 13.5%, 7.8% and 16.3%, respectively, in the control group. Male gender and working group were significantly associated with bad practice score. Furthermore, there was a statistically significant positive correlation between differences in knowledge, attitudes and practices of the experimental group before and after the intervention. CONCLUSION: This study proved the effectiveness of telephone counselling in improving COVID-19-related KAP scores of contacts of confirmed COVID-19 cases.

Help-Seeking from a National Youth Helpline in Australia: An Analysis of Kids Helpline Contacts.

Counselling helplines or hotlines are key support services for young people with mental health concerns or in suicide and self-harm crises. We aimed to describe young peoples' use of a national youth helpline (Kids Helpline, Australia, KHL) to understand how usage changed over time. A descriptive analysis was conducted on 1,415,228 answered contacts between 2012-2018. We described the trend of service usage over the observed period, the types of youth who used the service, and the problems young people contacted the service about. Phone (APC = -9.1, KHL: -10.4 to -7.8, p < 0.001) and email (APC = -13.7, 95%CI: -17.1 to -10.2, p < 0.001) contacts decreased over time whereas webchat contacts increased (APC = 16.7, 95%CI: 11.7 to 22.0, p < 0.001). With this increase in webchat contacts, there was an associated increase in total webchat contact duration. Concerns raised in contacts to the service were primarily related to emotional wellbeing and mental health concerns (53.2% phone, 57.3% webchat, 58.2% email) followed by social relationship issues (20.4% phone, 20.3% webchat, 16.8% email) and family relationships (19.4% phone, 17.2% webchat, 21.8% email). The increased preference for online text-based information and counselling services can help inform development of services for young people and allocation of staff/service training and resources.