Emotional stressors among volunteers operating a diaconal suicide-prevention crisis line in Norway: a qualitative study

ABSTRACT

Despite the worldwide proliferation of suicide-prevention crisis-line networks, there is limited in-depth knowledge of how the volunteer call responders experience and manage emotional stressors. The study’s purpose was to explore emotional stressors related to operating a diaconal suicide-prevention crisis line, and how these are managed in daily operations. In this qualitative study, 27 volunteers were interviewed in four focus groups. The material was analysed using systematic text condensation. The participants experienced emotional stressors related to being unable to actively intervene, encountering traumatised callers and feeling uncertain about representing the Church. They used a combination of personal coping strategies and organisational support factors. Implications for training and practice are further discussed.

KEYWORDS:

• Hotlines
• suicide prevention
• qualitative research
• vicarious traumatisation
• burnout
• growth

Acknowledgements

The project was funded by The Norwegian ExtraFoundation for Health and Rehabilitation, Norway, and Innlandet Hospital Trust, Norway. The study was conducted with permission from Kirkens SOS Norway, and the organisation assisted with recruitment of volunteers. Kari Kjønsberg, Innlandet Hospital Trust, took part in the focus group interviews. We are grateful to the participants in the study.

Disclosure statement

No potential conflict of interest was reported by the authors.

Notes on contributors

Ingvild Vattøe is a clinical psychologist and PhD candidate at MF Norwegian School of Theology, Oslo, Norway.

Valerie DeMarinis (PhD) is Professor in Psychology of Religion and Public Mental Health Promotion and Director of the Research Area in Well-being and Health of the IMPACT of Religion: Culture, Society and Democracy, at Uppsala University, Sweden.

Sigrid H. K. Haug (PhD) is Associate professor in Mental Health Care at the Inland Norway University of Applied Sciences, Department of Public Health.

Lars Lien (PhD) is Professor in Social Medicine and Psychiatry at the Inland Norway University of Applied Sciences, Department of Public Health. Currently, he is the leader of the Norwegian National Advisory Unit on Concurrent Substance Abuse and Mental Health Disorders, Innlandet Hospital Trust, Norway.

Lars J. Danbolt (PhD) is Professor at MF Norwegian School of Theology, Oslo, Norway, and Research Director at Centre for Psychology of Religion, Innlandet Hospital Trust, Hamar, Norway.

Correction Statement

This article has been corrected with minor changes. These changes do not impact the academic content of the article.

Additional information

Funding

The project was funded by The Norwegian ExtraFoundation for Health and Rehabilitation, Norway, and Innlandet Hospital Trust, Norway.