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Practical considerations were identified in the studies, which impact upon
call handler's psychological health. Frequency of calls, working environment,
sufficient rest breaks and shift patterns were cited by participants. The role of
gender was additionally noted, one study identifying females as being 70%
more likely to suffer depression than females employed in day shift patterns.
Many of the studies included relate to 24/7 provision of services and females
tended to predominate this area of work. The implications for employers to
engage with their workforce in addressing these issues are compelling.
Posttraumatic growth was highlighted by some of the studies and is an
important consideration. This is another complex area which reflects individual
personal coping styles, history of life events and information processing
abilities.
Conclusions
This systematic narrative review sought to explore the psychological impact of
handling crisis calls. Whilst studies have identified a number of facets of
negative impact, such as anxiety, PTSD, compassion fatigue and peritraumatic
disorder, they have also highlighted positive growth. Individual respondents
were frequently noted to recognise satisfaction and feelings of achievement in
assisting those in crisis. Those in helping roles, whatever level of involvement,
require help themselves to perform their function.
Name of Reviewer Nigel Morris
Organisation Belfast Health and Social Care Trust
Contact Details nigel.morris@belfasttrust.hscni.net