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

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.

Comparison of mental health indicators in clinical psychologists with the general population during the COVID-19 pandemic

“…In Austria the COVID-19 pandemic went along with an increased demand for mental healthcare services 9 , 18 which was sustained even during spring 2022 when most pandemic-related measures were lifted 19 . A good mental health status of clinical psychologists is essential for their ability to deliver optimal psychological care 20 .…”

Burdens and resources of Austrian clinical psychologists: results of a qualitative study two years into the COVID-19 pandemic

“…Moreover, the high mental health burden in the general population increased the awareness of the importance of mental healthcare services by policymakers, the media, and society in general. It might be possible that self-experienced job-related meaningfulness, a well-known protective factor against job-related distress and associated mental health disorders [ 33 , 58 ], even increased in clinical psychologists during the pandemic. Research has also shown that supporting others can help people cope better with crises [ 59 , 60 ].…”

“…While the studies mentioned above suggested that mental health professionals were particularly burdened by the pandemic, results of a recent survey by Schaffler et al [ 31 ] indicated that Austrian psychotherapists had fewer problems with depressive, anxiety, insomnia, and stress symptoms than the general population. Similarly, Austrian telephone emergency counsellors have been found to experience less stress and better mental well-being compared to a representative sample of the general population [ 32 , 33 ].…”

Measurement data on the window opening behavior and climate in a strongly daylit office building

“…For electrical connection reasons, the multi-sensors were installed in a higher position than the normative recommendation according to ASHRAE Standard 55:2013 [9] . In the context of the COVID-19 situation and the resulting greater awareness of the possibility of remote work, lower occupancy is expected, especially for the lockdowns that fall within the data collection period ((1): Mar 16, 2020 to Apr 30, 2020 [10] ; (2): Nov 17, 2020 to Dec 06, 2020 [11 , 12] ; (3): Dec 26, 2020 to Feb 07, 2021 [12] ; (4): Nov 22, 2021 to Dec 11, 2021 [13] ).…”