The call for help: Exploring the experiences of mental health hotline service users

• Main Authors: Dela Cerna, Sophia Lynne G., Casquejo, Riane Krister P., De Jesus, Isabela P., Nedamo, Jan Dominique R.
• Format: text
• Language: English
• Published: Animo Repository 2022
• Subjects: Mental health services; Hotlines (Counseling); Mental and Social Health; Psychology
• Online Access: https://animorepository.dlsu.edu.ph/etdb_psych/13; https://animorepository.dlsu.edu.ph/cgi/viewcontent.cgi?article=1018&context=etdb_psych
• Institution: De La Salle University

Mental health hotlines have been developed over the years as a form of crisis intervention, and the pandemic has led to an increase of the utilization of these services. This study aims to explore the experiences of service users by looking into their expectations, call sessions, and their evaluations of their session in calling mental health hotlines. This was achieved through a qualitative descriptive research design, entailing an in-depth semi-structured interview of a total of ten participants ranging from 19-25 years old and have called a mental health hotline within the year 2020-2021. The key results of this study showed that service users expressed a lack of confidence regarding the capability of mental health hotlines to aid them. Furthermore, the call sessions of service users described mental health hotline responders as active and empathic listeners and being able to convey their presence and create a safe space over the call. Lastly, the evaluations of service users toward their call sessions allowed for the realization that mental health hotlines are capable of providing reliable support, and ultimately help them cope with their situation. With these in mind, several recommendations are made towards improving mental health hotlines including spreading more information about these services, providing alternative interventions, and extending the patient-helper relationship by including follow-up calls and offering a free-for-all access to these services.