Behavior of Callers to a Crisis Helpline Before and During the COVID-19 Pandemic: Quantitative Data Analysis
JMIR Mental Health2020Vol. 7(11), pp. e22984–e22984
Citations Over TimeTop 10% of 2020 papers
Robin Turkington, Maurice Mulvenna, Raymond Bond, Edel Ennis, Courtney Potts, Ciaran Moore, Louise Hamra, Jacqui Morrissey, Mette Isaksen, Elizabeth Scowcroft, Siobhan O’Neill
Abstract
The results of this study highlight the impact of COVID-19 on a national crisis helpline service. Statistical differences were observed in caller behavior between the prelockdown and active lockdown periods. The findings suggest that service users relied on crisis helpline services more during the lockdown period due to an increased sense of isolation, worsening of underlying mental illness due to the pandemic, and reduction or overall removal of access to other support resources. Practical implications and limitations are discussed.
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