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The Impact of the Telephone Crisis Support Role on the Mental Health of Workers in the Psychosocial Support Line “10306”

Published online by Cambridge University Press:  26 August 2025

E. Denazi
Affiliation:
National & Kapodistrian University of Athens, Department of Psychology
T. Skali
Affiliation:
School of Medicine, National & Kapodistrian University of Athens Project Scientist in Charge of RRF “Helpline 10306”, Athens
M. Theodoratou*
Affiliation:
Social Sciences, Hellenic Open University, Patras, Greece Psychology, Neapolis University Pafos, Pafos, Cyprus
V. Sapouna
Affiliation:
National & Kapodistrian University of Athens, Department of Psychology
*
*Corresponding author.

Abstract

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Introduction

Workers on helplines such as the “10306 Support Line” play a critical role in offering confidential, empathetic support to individuals in crisis, providing a secure environment for those grappling with anxiety, depression, or suicidal ideation. However, the high level of responsibility, extended hours, and often distressing nature of the calls can place substantial strain on the mental and physical health of these support line professionals.

Objectives

The primary aim of this study is to examine the psychosocial risk factors and resulting physical and psychological impacts on employees of the “10306 Psychosocial Support Line”, with the intention of contributing to strategies for managing employee challenges, preventing stress-related symptoms, and promoting best practices for the mental and physical wellbeing of staff.

Methods

This cross-sectional quantitative study will involve all health professionals working on the 10306 Support Line, using survey methods to evaluate psychosocial and physical impacts. The following validated psychometric tools were used:

  • - Copenhagen Burnout Inventory (CBI): measuring burnout levels and the emotional toll associated with support line work.

  • - Sense of Coherence Scale (SOC): assessing individuals’ capacity to manage stress and maintain well-being.

Results

The study results indicate burnout levels among “10306 Support Line” workers. CBI scores reveal that 55.3% of participants experience personal burnout, 47.4% report work-related burnout, and 39.5% face burnout related to caller interactions. A strong negative correlation was found between burnout and the Sense of Coherence (SOC) scores, suggesting that a higher SOC is associated with reduced burnout. Additionally, younger participants reported higher personal and work-related burnout levels than their older counterparts, highlighting age as a potential risk factor for increased burnout symptoms among support line professionals.

Conclusions

The high prevalence of burnout among 10306 Support Line employees highlights a critical need for ongoing mental health support and targeted stress management. Strengthening the Sense of Coherence (SOC) and addressing age-related risk factors may enhance resilience and well-being among support line professionals, supporting both their health and the quality of psychosocial care provided to those in need.

Disclosure of Interest

None Declared

Information

Type
Abstract
Creative Commons
Creative Common License - CCCreative Common License - BY
This is an Open Access article, distributed under the terms of the Creative Commons Attribution licence (https://creativecommons.org/licenses/by/4.0/), which permits unrestricted re-use, distribution, and reproduction in any medium, provided the original work is properly cited.
Copyright
© The Author(s), 2025. Published by Cambridge University Press on behalf of European Psychiatric Association
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