Burnout and Professional Quality of Life Amongst Crisis Hotline Responders: A Cross-Sectional Survey in Canada During COVID-19.

There is a significant gap in accessibility to mental healthcare in Canada. This study aims to examine the population of Canadian crisis hotline responders and investigate the variables that contributed to burnout and professional quality of life during COVID-19. Crisis hotline responders are hypothesized to be affected by burnout and poor professional quality of life, due to the inherent nature of the job and the widespread negative mental health effects of COVID-19, which are expected to continue even after the pandemic. An online, cross-sectional, mixed-methods survey assessed sociodemographic information, shift-related variables, burnout and related factors, and current support methods utilized by crisis hotline responders across Canada. The open-ended questions helped to more personally reflect participants' experiences. Data were analyzed using chi-square tests, an analysis of variance, and a regression analysis. The survey was completed by 136 participants (78.7% female) with an average age of 39.68. Participants reported relatively high levels of burnout/stress on both the Copenhagen Burnout Inventory and professional quality of life survey. Younger age, less work experience, and working overnight shifts emerged as possible predictors of worse mental wellbeing. Findings suggest that Canadian crisis hotline responders require greater support to manage workplace burnout/stress. Nevertheless, conducting comprehensive studies during times when there are no public health emergencies are warranted to understand the full scope of burnout in this population. We offer five recommendations to support the mental wellbeing of responders and improve access to this important public health resource.