Research Center Innovations in Care, Rotterdam University of Applied Science, Rotterdam, Netherlands.
Department of Psychology, Health and Technology, University of Twente, Enschede, Netherlands.
Front Public Health. 2021 Jul 15;9:699116. doi: 10.3389/fpubh.2021.699116. eCollection 2021.
Crisis line services, run by volunteers, offer a listening ear 24/7 to people who cannot or do not want to use professional help. Although previous studies have identified various potential stressors crisis line volunteers face, as yet a comprehensive assessment is lacking with regards to the frequency and perceived stressfulness of work- and organization-related demands, and their relationship with distress and a volunteer's intention to leave. To identify the frequency and impact of particular stressful situations (demands). In addition, to examine the extent to which these demands are associated with volunteers' demographics, distress and intention to leave the crisis line service. In a cross-sectional study among 543 volunteers of a Dutch crisis line service the participants filled out a questionnaire about their experience of a large number of work- and organization-related demands and their perceived stressfulness. To calculate the impact of demands, the occurrence and stressfulness were multiplied. In addition, work-related distress, intention to leave the crisis line service as well as a number of demographics and work-related characteristics were assessed. Work-related demands with the highest impact on volunteers were calls from people with psychiatric problems and suicidal intentions. "Having no time for a break" was the organization-related demand with the highest impact on volunteers. Eighteen percentage of the volunteers scored moderate or high on distress and 4% had the intention to leave the crisis line service within 1 year. Most work- and organization-related demands were positively associated with volunteers' distress and intention to leave the organization. Being older, being male and spending more hours per week volunteering were significantly, positively correlated with work-related demands. The total explained variance for distress was 16% and for intention to leave 13%. Although most crisis line volunteers experienced low impact from work- and organization-related demands, these demands were significantly related to experienced distress and the intention to leave crisis line service. For volunteers with moderate to high distress it can be useful to implement interventions aimed at increasing personal resources to help them deal with the challenges of the work at the crisis line.
危机热线服务由志愿者提供，24/7 为无法或不愿寻求专业帮助的人提供倾听服务。尽管之前的研究已经确定了危机热线志愿者面临的各种潜在压力源，但对于工作和组织相关需求的频率和感知压力，以及它们与困扰和志愿者离职意愿的关系，还缺乏全面的评估。 确定特定紧张情况（需求）的频率和影响。此外，还研究了这些需求与志愿者的人口统计学特征、困扰和离开危机热线服务的意愿之间的关联程度。 在一项针对荷兰危机热线服务的 543 名志愿者的横断面研究中，参与者填写了一份问卷，内容涉及他们对大量工作和组织相关需求的体验以及对这些需求的感知压力。为了计算需求的影响，将需求的发生和压力相乘。此外，还评估了与工作相关的困扰、离开危机热线服务的意愿以及一些人口统计学和工作相关特征。 对志愿者影响最大的工作相关需求是来自有精神问题和自杀倾向的人的电话。“没有时间休息”是对志愿者影响最大的组织相关需求。18%的志愿者在困扰方面得分中等或偏高，4%的志愿者在未来 1 年内有离开危机热线服务的意愿。大多数工作和组织相关需求与志愿者的困扰和离开组织的意愿呈正相关。年龄较大、男性和每周志愿服务时间更长与工作相关的需求呈显著正相关。困扰的总解释方差为 16%，离职意愿的总解释方差为 13%。 尽管大多数危机热线志愿者经历的工作和组织相关需求影响较小，但这些需求与经历的困扰和离开危机热线服务的意愿显著相关。对于有中度到高度困扰的志愿者，实施旨在增加个人资源的干预措施可能会有所帮助，以帮助他们应对危机热线工作中的挑战。
