Helpline Counsellors

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Helpline Counsellors 1

Helpline Counsellors: The helpline counsellors amongst us

Sharanya A/P Komahan

B1300568

Department of Psychology

PSY 106

Miss Teresita Mortel-Gutierrez / Miss Bawany Chinapan


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Helpline counsellors: The helpline counsellors living amongst us

Background information

Help is just a call away; no matter what you are going through there will always

be a helpline counsellor to offer emotional support. These helpline counsellors are required to

be empathetic, understanding, giving and most of all a good listener whereby they have to

constantly control their emotional temperament while dealing with distressed callers (Figley,

2002). There has been a plethora of delineation for the word counselling and according to

Tyler (1969), members of the society who engage in the mental health movement, be it

voluntary or under the universal subject of mental health are called helpline counsellors.

There are a ubiquitous number of helplines across the world which work progressively

towards reaching a common goal that is to provide emotional support and prevent any form

of distress action by the callers (McCann & Pearlman, 1990). Helpline counsellors are mostly

known as anonymous volunteers who have minimal background in psychology and

counselling (Campos, 2009). Yet all of these volunteers have one common characteristic,

which is the ability to empathise with their callers. Therefor it is crucial to discover the

experiences and emotions felt by helpline counsellors to raise awareness on the benefits and

importance of helpline counsellors in society. Furthermore, this study will be able to

highlight the key ideas of how members of society can play an active role in helping those in

need. Finally this research wants to uplift the stigma on the ability of helpline counsellors to

save a life.

Literature Review

Helpline counsellors are regarded as the most emotionally drained individuals.

Past research has indicated that helpline counsellors are one of the oldest forms of suicide or

distressed prevention resources (Littman, Farberow, Schneidman, Heilig, & Kramer, 1965;


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Schneidman & Farberow, 1957). Helpline counsellors prove to be effective because these

counsellors consist of those who have been depressed, suicidal, alcoholic, abused or

distressed at one point of their life (Littman et al., 1965). Helpline counsellors use active

listening to reach out to the distressed callerscall for help which can only be addressed

when one has special training to actively recognize it (Shaffer,

Garland, Gould, Fisher, &

Trautman, 1988). Distressed callers do not pour out their feeling the moment the call is

answered by a helpline counsellor, after much rapport building and probing, finally the caller

begins to cry and let his or her heart out (Caruso, 1993).

Unlike counselling with a psychologist or psychiatrist where, the practitioner has

a greater access to the distressed individual and follow up is available (King, Bambling, Reid

and Thomas, 2008). Helpline counsellors cannot follow up on the progress of the caller and

almost every time, the distressed caller may use a pseudo name (King et al, 2008). In contrast

longitudinal studies haven proven that when comparing helpline counselling to counselling

with a psychologist, results indicate that helpline counselling is associated with a better

outcome and deemed more therapeutically efficient (King et al, 2008). A call back pilot

study conducted in 2007 showed remarkable results whereby, 699 receivers of the follow up

call stated in their feedback that they felt cared for (Vallentine and Jakob, 2008).

Concurrently, in a multimodal research paradigm standardised quantitative measures of the

helpfulness of helpline counsellors on the call using the Subjective Units of Distress Scale

(SUDS) (Bogdan & Bikken, 1998; Johnson & Onweugbuzie, 2004; Rao & Woolcock, 2003)

were asked to rate the helpfulness helpline counsellors were on a scale of ten, the results

showed that the service was positively associated with the perceived efficacy of the call,

participants also said that they would recommend helpline services to other members of the

society due to the helpline counsellors highly efficacious effect (Collins & OCathain, 2003).


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Studies have suggested that helpline counsellors have played a huge role in the

lives of a distressed caller. According to Hornblow (1986) helpline counsellors have

preventive values that are defined as three tiers of deterrence which is the decrease in any

type of disorder whether it is suicidal or other forms of mental illness. The second deterrence

is the action of the helpline counsellor to diagnose and treat the problem in order to reduce

the length of its severity.

Although there are strong validations of the theoretical and practical effectiveness

of helplines, however, the helpline counsellors efficacyis yet to be demonstrated explicitly.

In the first assessed relationship between helpline counsellors and the effectiveness of

helplines compared to psychotherapy, no significant effect was found (Lester, 1997). Callers

pose anonymous and about three out of five calls are sex callers or teenagers prank calls

(Anderson & Hasler, 1979).

In addition there have been very little studies done on how language affects

helpline counsellors (McCann & Saakvitne, 1996). Considering the fact that in a multiracial

country it is necessary that helpline counsellors are well versed in different language, yet

when there is a language boundary between the helpline counsellors crisis callers began fell

rejected and would terminate the call; this could do more harm than help (Jung, 1961).

Theoretical Framework

This study seeks to discover the lived experience of helpline counsellors who live

amongst us. There a number of theories to explain the decision behind becoming a helpline

counsellor. Helpline counsellors are regarded to be empathetic towards their crisis callers

(Wilson and Lindy, 1999). Empathy here is defined as the dispositional distinction that

describes the ability to affectively and rational respond to others with neutrality (Williams,

1989). Theoretically, the supposition of an etiological archetypal of compassion fatigue by


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Figley (2002) suggests that the helpline counsellors empathetic ability and empathetic

concern which is the aptitude to perceive pain in others is due to the desire to obtain

accomplishment. Helpline counsellors need to respond to ones suffering and be able to

actively filter ones own self-belief and that is only possible with a strong need of

achievement (Gross, 1994).

Helpline counsellors are seen to be the light at the end of the tunnel. These

individuals have more positive insight and self-concept compared to others. Helpline

counsellors must be able to actively listen while they empathise which can only be present

from the desire to actively listen (Pearlman & Saakvitne, 1995). One basic theory behind this

passion is Maslows hierarchy of needs theory; it is found that helpline counsellors have

achieved self-actualisation. Helpline counsellors have a higher need of affiliation compared

to achievement; this is because they are internally motivated to help another individual. To be

able to listen actively and set aside ones self-belief requires the individual to be passionate

about the act. At this point, the need of affiliation increases in accordance to self-actualization

(McClelland, 1987). Congruently, the Client Voice paradigm assumes that helpline

counsellors possess a personal agency and this subjective intermediation is intrinsic to

positive therapeutic outcomes when the caller says that Thank you so much for listening to

meit really helpedI feel so much more relieved (Bates, 2006; Bachelor &Hovarth,

1999)

Research Question

Central Research Question

The central research question posed for this study is, what are the lived

experiences of helpline counsellors?


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Subsequent Research Question

This phenomenological study intends to find in depth of the experience and

emotion felt by helpline counsellors. Three questions have been posed to understand them

better which are, what were the feelings experienced by the helpline counsellor while

working on the field? What was the central contribution in becoming a Befriender volunteer?

What was the social impact felt by the helpline counsellor?

Significance of Study

The purpose of this phenomenological study is to discover the lived experience of

helpline counsellors for the three participants at the Befrienders Kuala Lumpur. At this point

of my research, the lived experience of helpline counsellors living amongst us is generally

defined as the anonymous helpline volunteers who possess the unique ability to empathise

with their callers problems (Creswell, 1994, 2009). This contemporary study was aimed to

explore the emotions and the experience of helpline counsellors that will help educate the

general public which consist of teachers, psychologist, future counselling practitioners and

the society of how the helpline counsellors play a great role in counselling (Campos, 2009).

As a future psychologist, it is my intention to create awareness, not only to the importance of

helpline counsellors but also to increase the awareness of society of how much the

community needs helpline counsellors and remove the stigma society have towards helpline

counsellors. This would contribute greatly to all helpline counselling centres like Befrienders

Kuala Lumpur around the globe who volunteer their time and their self to help listen to the

lonely, depressed and suicidal.


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Research Paradigm

The study will be anchored by social constructionism as a research paradigm.

This study seeks to understand the life of helpline counsellors living amongst us. Social

constructionism in this context is defined as the viewpoints of helpline counsellors which are

not innate but rather formed through their social interactions, through their cultural and

historical norm (Creswell, 2000).The utmost reason that this paradigm is being used as it

allows me as the researcher to explore the different emotions and perceptions felt by the

helpline counsellors. In addition, I as a researcher seek to understand the world in which

these helpline counsellors work and live in (Creswell, 2000). I also crave to discover the

subjective meanings that have been built around helpline counsellors work to allow me to

narrow their views, feelings and emotions into the universal essence. Furthermore, I would

have to position myself in the environment of the helpline counsellors to comprehend their

cultural, historical and personal from the eyes of the helpline counsellors to be able to make

sense of how they view the world.

Methodology

Qualitative approach utilized

For the study of the lived experience of helpline counsellors, a phenomenology

approach will be used. Phenomenology is the study of the lived experience of an individual or

a group of people in a common situation (Creswell, 2006). Transcendental approach is a

form of phenomenology which emphasises on the importance of epoch while conducting the

interview (Moustakas, 1994). Thus, I will transcend my past belief, feelings and emotions

while engaging in this study in attempt to encroach this study in a blank slate. This method of

bracketing will elicit rich and descriptive data of the lived experience of helpline counsellors.

Furthermore, this is done by deriving this universal essence from the participants by both


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their textural and structural description (Manen, 2007). The participants would provide rich

textural data of what the participant had experienced and structural description of how

the experience happened.

Data Collection

Interviewing is the most crucial aspect of this study as the live experience I

would garner while interviewing the Befrienders. Data would be collected by using an open-

ended, in-depth semi structured interview where a set of guided questions were used to aid

the interview. Although the guided questions are use, they are very much flexible in nature

(Refer to Appendix A). The questions are purely open ended questions that would be asked

verbally. The interview was conducted with three volunteers from Befrienders Kuala Lumpur

who were gathered through a purposive sampling method. The interview was initiated

through rapport building with the participants and a consent letter was provided to ensure the

participant has understood the nature of this study (Refer to Appendix C). During the

interview, field notes will be taken while the participants answer the questions and the

participants behavior towards specific questions will also be recorded. The interview with

the participants will be audio recorded also with the full consent of the participant (Refer to

Appendix D).

Participants

The participants of this study consisted of three volunteers from the Befrienders

Kuala Lumpur who were obtained through purposive sampling method and have had much

experience in this field, where a permission letter is sent to the Befrienders Kuala Lumpur.

The participants will be above the age of 21 but they must have had more than a year of

experience as a Helpline counsellor. However, there is no restriction to the ethnicity of the

participant as he or she may be from all walks of life. The participant must be able to


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converse and comprehend English very well as the interview and this study will be conducted

in English. The participants will be obtained firstly by sending out an e-mail to the

Befrienders head office introducing my study and to request permission to conduct an

interview with three members of the Befrienders (Refer to Appendix B). Finally, the

interview will be conducted at Befrienders located at Petaling Jaya.

Data Analysis

In the study of the lived experience of helpline counsellors I will be using

transcendental phenomenology and thus the data will be analysed using thematic analysis.

According to Kvale and Brinkman (2009) there is a seven step of an interview inquiry report

which can be used to achieve a coherent sequence of thematic analysis until the core essence

of each interview is achieved. After listening to the audio recording for numerous times, the

transcribed field notes should be re-read several times in order to obtain sense of the whole

data (Agar, 1980). However, this phenomenological analysis would require me to use

bracketing to ensure that my own personal beliefs do not affect my ability to analyse the data

with a blank slate.

Next, a list of significant statements that will be found in the audio recording and

the transcribed field notes will be listed down. The significant statements listed out will then

be grouped into a much larger pool of information until the common theme between these

statements are derived. A textural description is used to encompass what the participant has

experienced as a Helpline Counsellor (Moustakas, 1994). Next are the participants

description of to how their experience happened would capture the structural description of

how the participant felt in context to the phenomenon experienced. This would bring about

the ecological validity of the how the environment and the natural setting of the participant in

the phone room where they answer distress calls.


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The final stage of data analysis is when all the information is pooled together

where the thematic analysis of significant statements, the textural description and the

structural description brings about the essence of the Befrienders experience as a Helpline

Counsellor.

Data Modification

In any type of study, triangulation is important where information is gathered

from individuals under the similar situation and also through past research. In my study I

would use multiple forms of research articles to give validity to the statements of my

participants. By using triangulation, the study would be more valid as more than one person

has experienced it.

Furthermore, member checking is crucial in order to ensure that all the data

obtained and transcribed is correct (Lincoln & Guba, 1985). This is when I will provide a

sample of my research paper to all the participants to ensure that all the information written is

not falsified. Participants play a great role in a study and it is important that they are aware of

the critical observations incorporated in my study (Stake, 1995).


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Appendix A

Guided Questions

The following shows the researchers guide questions that will be asked during the interview

with the participants.

1. What were the feelings you experienced during your first distress call?

2.

What emotions were you experiencing while answering a distressed call?

3.

What made you decide to join Befriender to become a helpline counsellor?

4. What was the central reason that made you continue as a helpline counsellor at

Befrienders after one year?

5. What were the personal changes you discovered about yourself (e.g. behavior,

attitude, the way you view the world) after becoming a helpline counsellor?

6. What is your opinion on how society views helpline centres?

7. As a helpline counsellor what message would you like to tell the world about your

service?


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Appendix B

Organization Authorization Letter

The following content is the text of the letter that was sent to the befrienders organization.

The contents of this letter have expressed a desire to participate in this research and to seekpermission to contact their members as potential individual participants:

To the Befrienders Helpline Organization Malaysia:

I Sharanya A/P Komahan, am a student at HELP University studying the Bachelor for

Psychology degree in Malaysia, under the supervision of Miss Teresita Mortel-Gutierrez and

Miss Bawany Chinapan. I am currently conducting a research on the lived experience of

helpline counsellors. To be more precise, I am seeking permission to visit the befrienders

organization at Petaling Jaya and approach the volunteers present there. I am seeking to

develop an understanding of both structural and textural aspect of the life as a helplinecounsellor obtained from the rich and in-depth information received from the participants.

The objective of this study is to create awareness to society of the importance of helpline

counsellors and the crucial need of an individual who will be able to lend an ear at times of

distress. This study aims to gather as much information from the helpline counsellor about

the necessity of understanding the emotionally affected individuals of the society and give

them ability to bloom into a new leaf with much positive personality.

If your helpline centre agrees to participate in this research, I will plan to conduct a number

of interviews with three of your helpline volunteers. These helpline volunteers should ideally

be above the age of 21 and has, had more than a year experience at the befrienders helpline.The participant need not be a Malaysian or from any specific ethnicity but must be able to

converse and comprehend well in English. This is because, in order to gather substantial

information, the individual must had vast experience as a helpline volunteer as he or she

would have a better cognitive comprehension compared to an individual who only has been a

volunteer for a few months. Nevertheless, your helpline organization is not obligated to

participate in this study. In addition, the name of your organization and all the individual

participants will be kept confidential where, only the researchers have access to; unless, the

organization explicitly gives permission to use the organizations name in presentations and

in the written report.

The befrienders organization is given the opportunity to view the detailed information about

the research and the proposed interviews that will be conducted. In the case that your

organization is keen to know, I would be more than willing to send you a copy in the means

of post or as a PDF file by email. Should your befrienders organization decide that your

organization is willing to participate in this research and has fully understood the aim of this

research, I politely request that you complete and sign this authorization from. Please keep

one copy for yourself, and return one copy to me. Thank you for your kind consideration.


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I, in my role as on

behalf of (organization name here) grant

permission to use our organization and all of its members as described above.

Signed: Date:


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Appendix C

Informed Consent

The Helpline Counsellors Living Amongst Us

Dear Participants,

This consent letter is received by you because you have been invited to participate in a

qualitative research conducted by myself; the researcher, an undergraduate student enrolled in

the Bachelor of Psychology program at Help University undertaking PSY 106 Introduction to

Qualitative Research subject this semester. You are highly encouraged to read the description

of my research paper before you decide on whether to participate in this study. In order to

be a participant in this study, you must be above the age of 21 but must have had more

than a year of experience as a Helpline counsellor. However, there are no restrictions to

the ethnicity of the participant as he or she may be from all walks of life and may be aMalaysian citizen or a non-Malaysian citizen. The participant must be able to converse

and comprehend English very well as the interview and this study will be conducted in

English. Participants are discouraged from disclosing any information of this study to

external parties to ensure the effectiveness of the researchers study.

Description:

This research is entitled: The helpline counsellors living amongst us. The essential purpose

of this research is to explore and discover the lived experience of helpline counsellors. This

study aims to understand the life of helpline counsellor and to create awareness in society ofthe importance of helpline counsellors services.

What will be done:

If you have agreed to participate in this study, you will first be asked to fill up the consent

form to audio record. After that you will be asked a few questions by the researcher using a

permissible guided question. The one to one interview will take place in the rooms used for

face to face counselling at Befrienders Kuala Lumpur. This interview will take up to one hour

to complete. A follow up interview would be arranged if necessary.

Risks and discomfort:

During the interview, you may experience a minimal amount of fatigue as this interview

requires you answer a series of question. This interview may be conducted either before your

volunteer slot or after your volunteer slots. Regardless, you will experience fatigue for being

at the befrienders centre for too long. However, if in the case of extreme exhaustion or

inability to finish the interview, you may terminate your participation. As a participant you

have the right to withdraw and no action will be taken over you. If you experience any

discomfort, please do contact the Centre for Psychological and Counselling Services (CPCS)

of Help University College at 03-20961212 to make an appointment.


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I have read and understand the statement above, and have been briefed on the research

procedures. I have been given the opportunity to ask any questions regarding this

research and I am satisfied with the response given. I voluntarily participate in this

research and I understand that I can terminate my participation at any point without

any adverse consequences. I have been given a copy of the consent form.

___________________ _____________

Signature of participant Date

Researcher:

Sharanya A/P Komahan [email protected]

Supervisors:

Ms. Teresita Mortel Gutierrez [email protected]

Ms. Bawany Chinapan [email protected]
mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


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Appendix D

Informed consent for audio recording and transcription

The Helpline Counsellors Living Amongst Us

Dear Participants,

Your participation in this study is very much appreciated. If at all you have any further

enquiries please do not hesitate to approach the researchers. In order to take part in this study

you must be above the age of 21 years old. You may be a Malaysian citizen or non-Malaysian

citizen. However, you must be a volunteer at any helpline and has more than one year of

experience as a helpline counsellor. However, you must be able to comprehend and converse

in English.

In this study, the use of audio recording will be present from the beginning of the study until

the end. Your name and other identifying information will be associated with the audio

recording or the transcript. Only the researchers of this study will have access to this audio

recording and will be the only individuals who will be listening to the recording in a closed

and isolated environment. The information obtained from the recording will be transcribed by

the researcher and you will be able to review to, to ensure that no details were forged or

incorrect. The whole transcript or part of it from your interview will be used in presentations

and/or written reports for this study. However, neither your name nor any other information

that may identify you will be present during the presentation or writing of the report. This

audio recording will be kept safely by the researchers.

By signing this form, I am allowing the researcher to audio record me during the

interview session as a part of this research.

Signature of participant Date

Please sign both consent forms and keep one copy for yourself.

Helpline Counsellors

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