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Exploring experiences of a telephone crisis support workplace training program in Australia
Health and Social Care in the Community ( IF 2.395 ) Pub Date : 2022-06-11 , DOI: 10.1111/hsc.13861
Amanda Gilmore, Rowena Saheb, Arianne Reis

Telephone crisis support (TCS) is considered by the World Health Organization to be an integral part of an effective suicide prevention framework. However, as TCS lines worldwide are primarily staffed by volunteers, they frequently experience high staff turnover impacting on their ability to provide crucial crisis counselling to the population. One group that has been identified as potentially lessening staff shortages is university students, who may be attracted to TCS as a way to gain professional experience and qualifications. However, challenges are associated with the recruitment of this cohort, due to the potential impacts working in crisis support may have on the well-being of a group that is identified as being at higher risk of poor mental health. This study used semi-structured interviews, conducted between March and May 2020, to explore university students' experiences of a Crisis Support Workplace Training Program. It included 16 university students who completed (fully or partially) the training programme. Thematic analysis was used to identify patterns across the dataset. NVivo 12© was used throughout the analysis to assist with organisation and coding of data. Two overarching themes were identified: 1) Becoming and being the role, and 2) Experiencing and managing barriers to helping. Results illustrate how students experienced varying levels of distress due to empathetic engagement with callers, while also highlight the impact of students' experiences on the development of their professional identities. This study is amongst the first to examine the perceptions and experiences of training for and delivering TCS, and the first to focus specifically on university students as volunteer workers. The study's findings highlight the challenges participants face in undertaking crisis support training and our discussions provide a range of recommendations for future practice and research.

中文翻译:

探索澳大利亚电话危机支持工作场所培训计划的经验

电话危机支持 (TCS) 被世界卫生组织视为有效的自杀预防框架的组成部分。然而,由于全球范围内的 TCS 热线主要由志愿者组成,因此他们经常会遇到人员流失率高的情况,这会影响他们向民众提供关键危机咨询的能力。已被确定为可能减少人员短缺的一个群体是大学生,他们可能会被 TCS 吸引,以此作为获得专业经验和资格的一种方式。然而,由于在危机支持中工作可能会对被确定为精神健康状况不佳的较高风险群体的福祉产生潜在影响,因此该队列的招募存在挑战。本研究使用半结构化访谈,于 2020 年 3 月至 2020 年 5 月期间进行,探索大学生对危机支持工作场所培训计划的体验。它包括完成(全部或部分)培训计划的 16 名大学生。主题分析用于识别整个数据集中的模式。在整个分析过程中使用 NVivo 12© 来协助数据的组织和编码。确定了两个总体主题:1) 成为并成为角色,以及 2) 体验和管理帮助障碍。结果说明了学生如何因与来电者的同理心参与而经历不同程度的痛苦,同时也强调了学生的经历对其职业身份发展的影响。这项研究是首批检查对 TCS 培训和交付的看法和经验的研究之一,并且是第一个专门针对作为志愿工作者的大学生。该研究的结果突出了参与者在进行危机支持培训时面临的挑战,我们的讨论为未来的实践和研究提供了一系列建议。
更新日期:2022-06-11
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