Guest Blogger Josh Siegel is a PhD Candidate at the University of Amsterdam. His research focuses on service provider well-being. After earning a Bachelor’s degree from the University of Arizona, he moved to Amsterdam, where he obtained a Master’s degree.
Guest blogger views and opinions expressed are those of the author and do not necessarily reflect the official position of CharityLogic/iCarol, or iCarol’s parent company, Harris Computer Systems.
Child helplines offer support and information to children for a wide variety of issues such as abuse and violence, bullying, sexuality, family, homelessness, health and discrimination. As such, child helplines fulfill the United Nations mandate that all children be heard. In 2017, child helplines in 146 countries received over 24 million contacts from children in need of care and protection, and these numbers are rising rapidly. To help meet this growing demand, helplines have introduced online chat as another method of communication.
To perform well in this challenging and evolving context, helplines invest a substantial part of their budget into training volunteers extensively on how to provide social support to each child in the form of instrumental (e.g. advice) and emotional (e.g. empathy) support. Like many other non-governmental organizations, child helplines face the challenges of limited resources and volunteer turnover.
Volunteers at child helplines play an important role in providing support for children, so keeping them satisfied during encounters is crucial to continue helping children. The purpose of our study was to understand how children’s perceptions of instrumental and emotional support influence volunteer encounter satisfaction, and whether this effect is moderated by a volunteer’s previous encounter experience and levels of interpersonal and service-offering adaptiveness.
From discussions with child helplines, I learned that volunteer turnover is a common concern. The goal of the research was learning how to retain volunteers by keeping them satisfied in their roles. The academic literature about helplines and counseling has found sources of volunteer satisfaction like personal development, and social support from colleagues. However, I was surprised to find that little academic research has explored how volunteers may derive satisfaction from their interactions with children. Since volunteers spend a majority of their shifts talking with children, it seemed like a good place to investigate.
Summary of findings:
When a volunteer feels dissatisfied after a chat with a child, how does this experience affect the volunteer’s next chat?
What was really interesting in this study, is that we were able to collect data from both the child and the volunteer after each chat that they had. This allowed us to understand how a child’s perceptions of the chat influenced the volunteer’s experience. Let me explain what we found.
When volunteers had a chat that they experienced as less satisfying, they felt more satisfied with the next chat, especially when they were able to provide the next child with information and referrals. In our study, we call this providing “instrumental support” and we asked the children the extent to which they felt they received this type of support from the helpline volunteer (children’s perceptions).
The other type of social support we looked into was emotional support. This is like active listening and just trying to help children feel better without directly trying to solve their problems. Unlike instrumental support, providing emotional support in the next chat did not improve volunteer satisfaction after a less satisfying chat.
We think that volunteers might provide instrumental support to feel better. When you’re feeling down, you can feel better by assisting someone because it feels good to help.
We also asked volunteers to rate their own “interpersonal adaptiveness.” It indicates how easy it is for volunteers to adjust how they communicate with each child. For instance, they might change their vocabulary to match a child’s or adjust their personality based on what they think the child needs. We found that those volunteers who feel they are good in interpersonal adaptiveness, were more satisfied when providing instrumental support. Another thing that volunteers do is adapt the support they provide to each child. For some volunteers, it is easier to customize the information or referrals to specifically fit each child’s situation. This is referred to as “service-offering adaptiveness” in our paper. We thought that this would mean some volunteers are better able to detect cues from children. And in doing so, their satisfaction would be more dependent on the cues they picked up from each child. However, we found the opposite. Our results showed that satisfaction for volunteers with higher “service-offering adaptiveness” was actually less affected by providing instrumental support.
Based on our findings, what can helplines do to help volunteers remain satisfied during their encounters with children?
Finding: Volunteers are more satisfied when children believe they received lots of instrumental support.
Suggested Action: Volunteers should have easy access to the helpline’s resources in order to provide the best information, advice, and referrals to children.
Finding: It is important to be aware that a volunteer’s experience with one encounter influences the next encounter.
Suggested Action: There should be sufficient support for volunteers after a less satisfying encounter. We recommend a feedback tool that would help volunteers to “cool off” after one of these chats or even allow a colleague or manager to help volunteers with the next chat.
Finding: Since volunteer satisfaction increases when children are happy with the support provided, it is important that volunteers are able to detect children’s perceptions.
Suggested Action: To help volunteers understand children’s perceptions throughout a chat, we propose that a monitoring system would be helpful. Such a system could highlight keywords in the chat that would signal whether the volunteer should provide more instrumental support and/or emotional support.
Further reading and sourcing: Siegel, J. and van Dolen, W. (2020), “Child helplines: exploring determinants and boundary conditions of volunteer encounter satisfaction”, Journal of Services Marketing, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JSM-05-2019-0200
Call for collaboration:
The project I am currently working on investigates how helpline counselors manage multiple live chats / SMS conversations simultaneously and how doing so can affect their wellbeing. My goal is to identify ways for enhancing counselor wellbeing by determining how and when it is best to handle more than one interaction simultaneously in order to prevent either feeling overloaded or bored.
I am looking for a helpline with a focus on serving youth and children that would be willing to help me collect data from volunteers and counselors about their experiences with each interaction. I would also like to talk with helpline managers and counselors about their experiences, concerns, and ideas to find out how else we can collaborate. In addition to an academic article as output of this research, I would write a management report for the helpline which discusses the findings and recommendations for helpline managers.
If you are interested in collaborating, please contact me at email@example.com
The Pre-Chat Survey Queue Indicator gives your organization the ability to include questions in your pre-chat survey that, depending on the answer selected, triggers a corresponding indicator with the conversation when it’s under ‘Waiting in Queue’ and ‘Your conversations’ (found on the main Messaging page). This can be used to aid your volunteers and staff to quickly triage/identify which conversation they should join next based on how the help seeker has answered specific questions set up by your organization.
Your organization may wish to use this feature to indicate any of the following for your conversations:
Needs: Add one or more questions for the help seeker to identify their need or concern (e.g. mental health, finances, relationships, etc.)
Contract Type: Add one or more questions for the help seeker to identify what contract/service they are inquiring about (e.g. mobile crisis intake, tax assistance, health insurance navigators, coordinated access, etc.)
Risk Level: Add one or more questions for the help seeker to answer that can be used to gauge their risk. (e.g. suicide, self-harm, or runaway/homelessness risk)
For example, you may wish to include a question like the one you see highlighted below:
Depending on how the help seeker answers that question, when the conversation appears on your main Messaging page, you’ll see the indicator associated with the answer that your organization setup:
Notice in the screenshot above the text box with some additional information about the help seekers’ concern; this appears when your vols-staff hover their mouse over the indicator and can help them further prioritize which conversation they should join next.
In the example we’ve been looking at, we chose to include just one question that is used to determine which indicator appears for the conversation. But, you have the option to include multiple questions to determine which indicator appears for the conversation. Let’s look at one possible way you could set up multiple questions to use for this feature. For example, you may wish to ask the three questions highlighted below to assess a help seeker’s risk for suicide and create corresponding indicators for High, Medium and Low Risk. Values you assign to each answer will determine the ultimate risk level that appears on the main Messaging page:
The Pre-Chat Survey Queue Indicator feature is included with all Live Chat Messaging subscriptions. If your organization is interested in finding out more about this feature or wants to get started with the setup, sign in to your iCarol system and click here to read the related help article to learn more.
Raise your hand if this scenario sounds familiar: You, and many of your volunteers and staff, agree that you should add new communication channels like live chat or texting to your not-for-profit’s service offerings. But, there’s one big problem—your CEO, Board of Directors, or funders aren’t yet convinced.
Perhaps they see your current call volume is healthy or growing, and they mistakenly feel this is a sign that communication by voice call is sufficient, just as in demand as ever, and your community doesn’t need or want these new channels. On the surface that takeaway is understandable, but it’s also wrong.
Current call volume is a poor indicator of whether or not people need support through texting/SMS and live chat. Here’s why: If voice calling is the only option to reach you, and you provide needed services over the phone, of course the calls will be there. It’s not about how many people are calling. It’s about who’s not calling.
When you only provide emotional support, information and referral, and crisis intervention over the phone, you’re not serving the members of your community who need your services but won’t—or can’t—use the phone to access them.
We recently asked an iCarol user how she convinced her board to fund her live chat and texting service, and she said, “I just asked them, ‘Have you ever met a teenager?’” Her point being that teens simply don’t call hotlines, at least not in significant numbers. In fact, this is one area where our clients do report declines in call volume. Many of the organizations we serve report that people under age 25 are their smallest represented demographic. Of course, we know youth aren’t free of interpersonal crisis, financial troubles, food insecurity, abuse, suicide ideation, and any number of serious issues. In fact, we know that for many of these issues, youth are desperately in need of outreach and support. According to the CDC, suicide is the second leading cause of death during adolescence through young adulthood. Girls and young women between the ages of 16 and 24 experience the highest rate of intimate partner violence—almost triple the national average, according to a study by the US Department of Justice. According to the National Alliance on Mental Illness, of the 1 in 5 people living with a mental health condition, half developed the condition by age 14 and 75% by age 24.
Taking that first step to ask for help or advice is tough for anyone. But for teens, expecting that first contact to come in the form of a phone call is even harder. People under 25 are digital natives, meaning they grew up with communication technology like live chat, texting, social media, and other chat apps. Use of these mediums comes naturally to them while voice calling may feel more awkward and less convenient, unnatural even. A 2015 study by the Pew Research Center on teens, technology, and friendships found that teens reserve phone calls for their closest friends, while they prefer building new friendships over text messaging. It takes a level of established trust and familiarity for them to talk over the phone with someone. So, think of your helpline as a new friend. It’s less likely that a young person will dial the phone to talk about a problem or sensitive issue with you, but they may be willing to text you or chat with you.
Privacy and Anonymity
Unfortunately, no matter how common and normal someone’s personal struggle may be, they may feel embarrassed or ashamed about it. There is an enormous effort across many different industries—suicide prevention, mental health, intimate partner or sexual violence to name a few—focused on removing the stigma and societal judgment associated with these issues. While those efforts are certainly helping, shame remains a barrier to getting help for many people in need of assistance. They may have a tough time saying aloud what they’re going through. They may be afraid that someone will overhear the conversation. Think of a LGBTQIA teen who is working through their identity and struggling with how or when to come out to friends or family. They may be very averse to making a phone call that could easily be overheard by parents, siblings, or friends. Or, consider a young woman who has recently been raped or sexually assaulted by someone she knew and thought she could trust. She could be feeling shocked, betrayed, and may even be blaming herself. In these and other scenarios, the person is likely feeling scared and vulnerable, and being able to type about it privately, silently, and anonymously with a caring and confidential source may be much more appealing than making a call.
Sometimes the need for silent communication isn’t so much about preference as it is about self-preservation. Voice communication could actually prove dangerous in certain situations. A few years ago there was a very powerful ad shown during the Superbowl by the group NO MORE. The ad featured shots of the interior of a home in disarray, with items knocked over and strewn on the floor. As we see these visuals we hear a recorded 9-1-1 call between a woman and an operator, though oddly the woman is trying to order a pizza. At first confused and taken aback, the 9-1-1 operator realizes that the woman’s “pizza” call is a ploy to foil an abusive partner because she is unable to call out for help but needs an officer to visit the home. You can watch the ad here.
The ad reminds us of the importance of silent communication for the purposes of safety in certain scenarios, and even 9-1-1 and other emergency centers are responding by text-enabling their services. Not all situations are as dire as the one shown in the ad where there is an active, life-threatening attack. While some may need a silent way to request active rescue, others may need to reach out to discretely chat or exchange SMS messages about their abuse to receive emotional support and empowerment without their abuser overhearing, which could escalate the situation and cause harm.
When providing a community service, it’s important to be inclusive and mindful of the needs of different groups and cultures and mitigate potential access barriers. The Deaf community and people with disabilities in particular can become isolated from essential services when their needs aren’t accommodated.
Offering assistance through live chat and texting can ease the path for people who are disabled or deaf. When someone has a disability affecting their speech in some way, verbal communication can not only be less therapeutic, but it can add frustration to their situation. However, they may find written communication a viable alternative. And, while there are interpretation services such as video relay available to the Deaf community, many would prefer to communicate directly with a helpline counselor without a third party present, especially when discussing sensitive or private issues. Written communication directly between the deaf person and an organization’s volunteer or staff member may help them feel more connected with the agency and, by extension, any plans, referrals, or problem-solving strategies they arrived at with the specialist’s help.
Adding new communication channels to your service offerings requires a culture shift and open mind among leadership, program managers, and frontline staff alike. While there are some who need convincing, we hope by now the evidence is clear: Use of communication channels like chat or SMS/texting is not a passing fad. They have become widely adopted, permanent fixtures in our society. Offering these service alternatives is not just smart business practice needed to remain relevant, but a vital form of outreach to populations that find themselves cut off from needed services only offered on traditional channels.
Are you concerned that the volume of Chat or Text traffic coming through to your service is lower than you were expecting it would be? Or, are you in the planning stages of adding a Chat or Text service to your center and want to develop a plan for alerting the community to this new way to access your program?
Join us on Monday, April 9 at 2pm EDT for a Q&A webinar with a panel of staff members operating successful Chat and Text programs to hear about how they communicated their service offerings to their communities. Can’t make it? Fear not! We’ll have the recording available to watch at your convenience.
Have you been considering adding on popular and in-demand communication channels like Live Chat or Texting to your organization’s services? Are you curious to see how these channels are handled in iCarol, and how they fit seamlessly into the rest of the functions of the software? I hope you’ll join my teammate Mary and I for a live demo on Thursday at 2pm EDT so we can show you!
To find out more about this webinar and what we’ll cover, visit our registration page.
“Net neutrality” is a term you’ve likely heard in recent months, but did you know that the repeal of these regulations could directly and negatively effect crisis services, suicide prevention, and other aspects of this industry’s online presence and serving consumers on those channels?
Beau Pinkham, Director of Crisis Intervention Services at the Crisis Center of Johnson County, recently penned an article on this topic on his organization’s blog. If you attended our recent webinar you know that Beau is well-versed in providing services online, and the technological hurdles crisis centers must navigate in delivering these services. He writes, in part:
Volunteers at The Crisis Center answer about 30,000 crisis contacts each year. About half of those are calls to the 24-hour hotline and half are chats. Soon, chat will surpass phone calls as the primary mode by which people in crisis get help. Demand is at an all-time high but nationally, only 9 percent of chats are answered.
At IowaCrisisChat.org, we are just beginning to find new, innovative ways to close the gap; but the FCC changed the rules and we are losing control.
What we built over the last decade is under threat. This entire system, like much of the web, was built with the assumption of open, equitable Internet in which everyone can participate. The FCC tearing net neutrality apart literally puts lives at stake.
We have an exciting new capability to share with iCarol Messaging subscribers. You can now allow a partner center, or multiple centers, to take chats for you from within their own iCarol system.
This new ability is transparent to visitors; they will not be aware of which center is taking the chat session. Visitors will still click on your familiar Chat Now button on your website and will see your prechat survey. But during times you designate, both you and your partner center will see those visitors come in to each of your messaging queues. As usual, safeguards are in place so two people don’t accidentally take the same chat. Both centers will have access to submitted call report forms and associated real-time statistics.
The possibilities here are endless. It’s ideal for handling overflow in a disaster situation. Watch your messaging queue grow shorter and become more manageable as your partner agency takes some of your chats. You can use this feature to handle after-hours messaging visitors. Because iCarol centers are found in multiple time zones, after-hours for you might be prime time for another center, and your partner could take all of your after-hours chats. This lets you expand your hours of service without trying to staff shifts during hard-to-staff hours. Want to get really fancy? You could even designate multiple centers to handle chats that come in to a central iCarol system, effectively creating a consortium of chat centers where no single center feels overburdened or underutilized. Every partner center sees all chats and takes chats when they can — it’s load balancing at its finest. Each partner center could have their own hours of service, too, and you’d get real-time statistics.
If you’re interested but don’t have a partner center in mind, feel free to post a message on the iCarol User Community on the Dashboard to find your perfect match. We can see it now: Single Crisis Center on East Coast seeks same on West Coast for meaningful after-hours relationship…looking for good listening skills, compassion, and ability to read between the lines. 🙂
This year iCarol is particularly excited to present a special lunch session on Friday April 11th. Our workshop is Chat, Texting, Mobile and Social: A look at today and the future of online emotional support with iCarol.
With every passing year, the use of new channels to seek help continues to expand. Join this session to help your crisis center evaluate these channels, determine your next steps and plan your technology choices to adapt to the evolving Online Emotional Support (OES) landscape. You’ll hear from your peers and technology experts about the best way to get started serving people interactively using the electronically written, rather than the spoken word.
Adding new channels by which your clients can reach you can be intimidating and may leave you with a lot of questions. We hope to answer the questions you may have about these new technologies and give you confidence to embark on this new and exciting path with the tools iCarol has developed. We hope you’ll join us for this session at AAS! Not attending the conference but still want to learn more about our Online Emotional Support capabilities? Sign up for a webinar!