000			02834nab a22002657a 4500
999			_c6601 _d6601
005			20250625151525.0
008			200424s2020 -nz||||| |||| 00| 0 eng d
040			_aAFVC
100			_aDavidson, Danielle _99013
245			_aHeard but not seen : _cDanielle Davidson and Gai Harrison _bexploring youth counsellors’ experiences of telephone counselling
260			_bAotearoa New Zealand Association of Social Workers, _c2020
500			_aAotearoa New Zealand Social Work, 2020, 32(1): 73-85
520			_aINTRODUCTION: Human service practitioners who work over the telephone are physically invisible to their clients and this invisibility shapes their work. Existing literature suggests that physical invisibility, coupled with anonymity and the immediacy of service provision are defining features of telephone counselling. However, little research has explored how telephone counsellors experience these features in any real depth. METHODOLOGY: This article reports on a case study conducted at a youth helpline in Aotearoa New Zealand. Qualitative, semi-structured interviews were conducted with 10 practitioners on their experiences of telephone counselling work. One key finding from this case study is discussed: the impact of invisibility and anonymity. FINDINGS: Findings indicate that practitioners’ experiences of delivering telephone counselling are more divergent than those presented in extant literature. While telephone counsellors face challenges delivering non-face-to-face counselling support, the physical invisibility of this medium, coupled with a supportive work environment can also provide potential benefits to counsellors. CONCLUSIONS: Counsellors’ experiences of telephone counselling work appear to be more nuanced than traditionally understood. While practitioners may experience a range of possible challenges in delivering telephone counselling, such as responding to hoax and abusive callers, they also experience benefits such feeling relaxed, and supported by colleagues and supervisors. Management practices, such as flexible rules and accessible supervision, can help practitioners manage the impact working non-face-to-face with clients. Given the ongoing popularity of telephone counselling, further research is needed on the working conditions that promote practitioner wellbeing and job satisfaction. (Authors' abstract). Record #6601
650			_aADOLESCENTS _943
650		4	_aCOUNSELLING _9160
650		0	_aHELPLINES _97329
650		0	_aMENTAL HEALTH _9377
650		0	_aYOUNG PEOPLE _9660
651		4	_aNEW ZEALAND _92588
700			_aHarrison, Gai _99014
773	0		_tAotearoa New Zealand Social Work, 2020, 32(1): 73-85
830			_aAotearoa New Zealand Social Work _96152
856			_uhttps://anzswjournal.nz/anzsw/article/view/708
942			_cARTICLE _2ddc