12 | P a g e
Findings
The subject of the psychological impact of handling crisis calls was borne of a
realisation that call handlers within RESWS report an emotional impact as a
consequence of the information they receive. It was not possible to relate a
systematic review to this specific work setting, or to call takers solely, and a
broadening out of terms was necessary to undertake the research.
Terminology was noted in this review to be varied: in relation to individuals
being the first point of contact and to forms of psychological distress. Roles
vary, from recorders of calls who forward information to professionals to those
who receive and manage the information personally. The complexity of gauging
the impact of calls is well reflected in the included studies, a biopsychosocial
model being more pertinent as no single domain remains unaffected.
All studies indicated the detrimental effects of handling crisis calls. These
ranged from compassion fatigue, anxiety and peritraumatic disorder to
symptoms of posttraumatic stress disorder. A relationship was noted between
handling crisis calls and peritraumatic disorder and PTSD symptoms, elevated
levels of stress and secondary traumatic stress. A paradoxical association was
also noted where personal history of trauma held a positive association with
PTSD symptoms. In roles where there may be a likelihood that helpers may
invest their time in an agency with a specific focus, such as suicide prevention,
the significance of personal experience becomes highly relevant to
understanding the impact of calls upon mental health.
Type of calls emerged throughout the studies as a theme. Those calls involving
children, in particular, evoked stronger emotional responses amongst call
handlers, regardless of work setting.
Empathic engagement with callers requires sensitivity and emotional
investment. Frequently the cumulative impact of taking these calls affects call
takers, regardless of their depth of involvement. For those employed in
organisations where role differentiation is marked, there was a particular sense
that indirect contact was perceived as lower in status, to direct.
The interface between call handlers and professionals was examined. When
organisations reflect the boundaries between call handlers and professionals in
management and supervisory arrangements, morale and consequently
psychological health is impacted.
Support provided at organisational level was indicated as being considered
more effective than individual: a sense that prevention was better than cure.