Humer Elke, Pieh Christoph, Kisler Ida-Maria, Schimböck Wolfgang, Schadenhofer Petra
Department for Psychotherapy and Biopsychosocial Health, University for Continuing Education Krems, 3500 Krems, Austria.
ABILE-Viktor Frankl Education Austria, 3390 Melk, Austria.
Int J Environ Res Public Health. 2022 Mar 8;19(6):3166. doi: 10.3390/ijerph19063166.
Telephone emergency service (TES) consultants have been challenged even more since the beginning of the pandemic. How the COVID-19 situation and the associated increasing demand for TES services affect the well-being and stress of TES counselors has not been assessed so far. This longitudinal study examined mental well-being (WHO-5), perceived stress level (PSS-10), and experienced job-related meaningfulness (CERES) of TES counselors at two measurement points during the pandemic. From December 2020 to January 2021 (t1), N = 374 counselors were recruited within the Austrian nationwide organization “TelefonSeelsorge”. From those, N = 108 also participated one year later at t2. Neither well-being nor perceived stress differed significantly between t1 and t2. There was a decrease in job-related meaningfulness (from 5.46 at t1 to 5.34 at t2; p < 0.001). The consultants identified loneliness and mental health as the most common problems of helpline callers at both measurement points. The results confirm a stable level of stress and well-being during the pandemic in TES consultants. However, they also show a slight decrease in perceived job-related meaningfulness. Well-being of counselors should be watched closely, as they are an important part of the psychosocial healthcare system.
自疫情开始以来，电话紧急服务（TES）顾问面临的挑战愈发严峻。到目前为止，新冠疫情形势以及对TES服务日益增长的需求如何影响TES咨询师的幸福感和压力尚未得到评估。这项纵向研究考察了疫情期间两个测量点上TES咨询师的心理健康状况（WHO-5）、感知压力水平（PSS-10）以及工作相关意义体验（CERES）。在2020年12月至2021年1月期间（t1），在奥地利全国性组织“TelefonSeelsorge”内招募了N = 374名咨询师。其中，N = 108人在一年后的t2时也参与了研究。t1和t2之间，幸福感和感知压力均无显著差异。工作相关意义有所下降（从t1时的5.46降至t2时的5.34；p < 0.001）。在两个测量点上，咨询师们都将孤独和心理健康确定为求助热线来电者最常见的问题。结果证实，疫情期间TES咨询师的压力和幸福感水平稳定。然而，结果也显示出他们感知到的工作相关意义略有下降。咨询师的幸福感应受到密切关注，因为他们是心理社会医疗系统的重要组成部分。
