Motivations, Expectations and Experiences in Being a Mental Health Helplines Volunteer

Frederick Sundram, Thanikknath Corattur, Christine Dong and Kelly Zhong
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Frederick Sundram: Department of Psychological Medicine, Faculty of Medical and Health Sciences, The University of Auckland, 1023 Auckland, New Zealand
Thanikknath Corattur: Faculty of Medical and Health Sciences, The University of Auckland, 1023 Auckland, New Zealand
Christine Dong: Faculty of Medical and Health Sciences, The University of Auckland, 1023 Auckland, New Zealand
Kelly Zhong: Faculty of Medical and Health Sciences, School of Population Health, The University of Auckland, 1023 Auckland, New Zealand

IJERPH, 2018, vol. 15, issue 10, 1-13

Abstract: Volunteers in non-government organisations are increasingly providing mental health support due to increasing demand and in the context of overstretched publicly-funded mental health services. This descriptive, cross-sectional study explored a knowledge gap in the literature of mental health telephone counselling by examining the motivation and retention determinants of helpline volunteers. In total, 25 participants were recruited across four focus groups and five individual interviews from a non-government organisation which provides a national phone counselling service to callers in New Zealand. Interviews were electronically recorded, transcribed and thematically analysed. Volunteers were found to have a high regard for their role and enjoyed many aspects including initial training, ongoing supports (formal/informal) and nature of the phone calls. However, organisational priorities/communication, disconnectedness, technological issues, lack of recognition and lack of a sense of belonging were reasons cited for intention to leave but previous mental health experiences, autonomy/flexibility, self-discovery/skills development and being there for someone else were key factors for volunteers to start and remain in their role. Understanding these crucial factors may help modulate volunteer satisfaction and retention in mental health organisations but may also potentially be relevant to other types of volunteer organisations.

Keywords: telemental health; motivations; helpline; volunteer; volunteer retention (search for similar items in EconPapers)
JEL-codes: I I1 I3 Q Q5 (search for similar items in EconPapers)
Date: 2018
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (4)

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