Department of Occupational Therapy, College of Medicine, National Cheng Kung University, Tainan, Taiwan.
Department of Counseling Psychology and Human Resource Development, National Chi Nan University, Nantou, Taiwan.
Death Stud. 2024;48(1):54-63. doi: 10.1080/07481187.2023.2186535. Epub 2023 Mar 11.
Crisis helplines provide important support for vulnerable individuals during the COVID-19 pandemic, which may also impact the helplines. We explored the challenges that the pandemic brought to Taiwan's national suicide prevention hotline and the hotline's responses. We interviewed 14 hotline workers and conducted data analysis using the framework method. The pandemic posed two new challenges to the hotline: potential service interruption and the adjustment of perceived role among hotline workers. The hotline's well-formulated response plan helped it sustain its services during the pandemic, although the workers also experienced stress and frustration resulted from role ambiguity. Our data highlighted the hotline workers' need for accurate COVID-19 information, relevant training, and timely support.
危机热线在 COVID-19 大流行期间为弱势群体提供了重要支持，这也可能对热线产生影响。我们探讨了大流行给台湾国家预防自杀热线带来的挑战以及热线的应对措施。我们采访了 14 名热线工作人员，并使用框架方法进行了数据分析。大流行给热线带来了两个新的挑战：潜在的服务中断和热线工作人员感知角色的调整。热线制定了完善的应对计划，帮助其在大流行期间维持服务，尽管工作人员也因角色模糊而感到压力和沮丧。我们的数据突出了热线工作人员对准确的 COVID-19 信息、相关培训和及时支持的需求。
