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A Longitudinal Study on Mental Well-Being, Perceived Stress Level and Job-Related Meaningfulness of Austrian Telephone Emergency Service Counselors during the COVID-19 Pandemic

Author

Listed:
  • Elke Humer

    (Department for Psychotherapy and Biopsychosocial Health, University for Continuing Education Krems, 3500 Krems, Austria)

  • Christoph Pieh

    (Department for Psychotherapy and Biopsychosocial Health, University for Continuing Education Krems, 3500 Krems, Austria)

  • Ida-Maria Kisler

    (ABILE-Viktor Frankl Education Austria, 3390 Melk, Austria)

  • Wolfgang Schimböck

    (ABILE-Viktor Frankl Education Austria, 3390 Melk, Austria)

  • Petra Schadenhofer

    (ABILE-Viktor Frankl Education Austria, 3390 Melk, Austria
    Telephone Emergency Service—Lower Austria (TelefonSeelsorge NÖ), Diocese St. Pölten, 3100 St. Pölten, Austria)

Abstract

Telephone emergency service (TES) consultants have been challenged even more since the beginning of the pandemic. How the COVID-19 situation and the associated increasing demand for TES services affect the well-being and stress of TES counselors has not been assessed so far. This longitudinal study examined mental well-being (WHO-5), perceived stress level (PSS-10), and experienced job-related meaningfulness (CERES) of TES counselors at two measurement points during the pandemic. From December 2020 to January 2021 (t1), N = 374 counselors were recruited within the Austrian nationwide organization “TelefonSeelsorge”. From those, N = 108 also participated one year later at t2. Neither well-being nor perceived stress differed significantly between t1 and t2. There was a decrease in job-related meaningfulness (from 5.46 at t1 to 5.34 at t2; p < 0.001). The consultants identified loneliness and mental health as the most common problems of helpline callers at both measurement points. The results confirm a stable level of stress and well-being during the pandemic in TES consultants. However, they also show a slight decrease in perceived job-related meaningfulness. Well-being of counselors should be watched closely, as they are an important part of the psychosocial healthcare system.

Suggested Citation

  • Elke Humer & Christoph Pieh & Ida-Maria Kisler & Wolfgang Schimböck & Petra Schadenhofer, 2022. "A Longitudinal Study on Mental Well-Being, Perceived Stress Level and Job-Related Meaningfulness of Austrian Telephone Emergency Service Counselors during the COVID-19 Pandemic," IJERPH, MDPI, vol. 19(6), pages 1-9, March.
    • Handle: RePEc:gam:jijerp:v:19:y:2022:i:6:p:3166-:d:766387
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    References listed on IDEAS

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    1. Rachel Dale & Sanja Budimir & Thomas Probst & Peter Stippl & Christoph Pieh, 2021. "Mental Health during the COVID-19 Lockdown over the Christmas Period in Austria and the Effects of Sociodemographic and Lifestyle Factors," IJERPH, MDPI, vol. 18(7), pages 1-15, April.
    2. Elke Humer & Christoph Pieh & Thomas Probst & Ida-Maria Kisler & Wolfgang Schimböck & Petra Schadenhofer, 2021. "Telephone Emergency Service 142 (TelefonSeelsorge) during the COVID-19 Pandemic: Cross-Sectional Survey among Counselors in Austria," IJERPH, MDPI, vol. 18(5), pages 1-10, February.
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