A Correlational Study between Coping Strategies and Compassion Satisfaction among Crisis Helpline Volunteers

Abstract

IntroductionWithin the recent years, crisis helpline organizations in Malaysia have been experiencing a surge in calls, and with the current worldwide anxiety caused by Covid-19, these call volumes are expected to rise. Therefore, volunteers who staff these helplines are continuously placing their Professional Quality of Life (ProQoL) at risk due to the ongoing stressors involved in this service. However, it has been previously noted that the utilization of coping strategies may contribute to the enhancement of a volunteer's ProQoL. Hence, this study focuses on examining the relationship between three types of coping strategies and the positive aspect of ProQoL, which is compassion satisfaction. MethodsThrough the use of a cross-sectional survey design, a total of 118 crisis helpline volunteers within the Klang Valley responded to a self-report online questionnaire consisting of the Coping Strategy Indicator (CSI) and the Professional Quality of Life Scale Version 5. Pearson's correlation analysis and multiple regression analysis were used to analyse the relationship between the variables. ResultsProblem-solving coping and social support coping demonstrated a positive correlation with compassion satisfaction (r = .677, p < .001) (r = .261, p = .002), whereas avoidance coping demonstrated a negative correlation (r = -.572, p < .001). Correspondingly, problem-solving coping was revealed to be the best predictor towards compassion satisfaction through the regression analysis. ConclusionThe findings of this study suggests that utilizing adaptive coping mechanisms may produce a more favourable outcome among crisis helpline volunteers as it correlates to a higher satisfaction level. Consequently, organizations would be able to positively benefit from a high satisfaction level within their volunteers as it would reinforce their motivation and efforts to continue engaging in this noble service.