Helpline
Helpline- one of the types of socially significant services. Provides the ability to anonymously telephone conversation with a qualified consultant.
During the conversation, the subscriber can be provided with information and psychological support, and the subscriber can transfer information to the consultant. The helpline is often used for counseling on complex, controversial topics that may be difficult to discuss in a personal conversation: interpersonal and sexual relationships, stigmatized diseases, drug use, crime.
Also, a helpline is a common service of law enforcement agencies: they are used to report an impending or occurred crime, a terrorist act, etc. Police departments, the Federal Drug Control Service and the FSB of Russia, and investigative agencies have helplines.
Story
The first helplines appeared in the United States at the beginning of the last century. In the spring of 1906 in New York, Protestant minister Harry Warren was awakened by a call. “I beg for a meeting, I have a hopeless situation,” he heard from the telephone receiver and replied: “Tomorrow the church is open in the morning.” The next morning the holy father learned that the caller had hanged himself. Shocked by what happened, the priest advertised in the newspaper: “Before you die, call me at any time of the day.”
In 1958 (according to other sources in 1952), the first helpline opened in London. Its founder, Anglican priest Chad Wara, read in the newspaper about the increase in suicides and thought that these people had no one to talk to and that is why they decided to take such a desperate step. Then he advertised in the newspaper with his phone number and an invitation to talk. They called him often. Since then, helplines have been operating all over the world.
Basic principles
Helpline counseling is based on several basic principles:
- anonymity of the subscriber and consultant: both of them are not obliged to identify themselves or provide their personal information; the consultant often acts under a pseudonym, the subscriber can call himself by any name or not give it at all, phone number the subscriber is not recorded - this increases the security of the interlocutors;
- confidentiality: the content of the conversation is not recorded or transmitted to a third party; Only statistical information about the call can be collected: category of problem, age of the subscriber (if he reported it), his social status;
- tolerance: the views expressed by the subscriber are not condemned or criticized; this allows you to create comfortable conditions for conversation and effective work with the problem;
- conversation control: the subscriber can interrupt the conversation at any time, and the consultant can do the same under certain conditions.
In addition to the basic principles, the staff of each helpline develops its own consulting methodology, a set of rules and guidelines for the consultant.
Consultants
Psychologists or volunteers who have undergone special training act as consultants. Consultants are trained to develop telephone counseling skills, develop tolerance, and study theoretical material. The work of consultants is monitored by supervisors (professional psychologists, psychiatrists or social workers), whose task is to maintain motivation and a sufficient level of consultant skills and conduct training sessions.
Financing
Funding for the helpline is assigned to the parent organization or through monetary funds or grants. Volunteer work can be free; motivation in this case is determined by the important social role of the helpline, the opportunity to develop one’s own skills, communication or self-expression.
Hotline
It is necessary to distinguish a helpline from a hotline, since the latter has fewer basic principles, as a rule, does not provide psychological support and the main task is to collect or provide information.
Examples of helplines in Russia
- helplines for police, rescuers and investigative departments;
- several HIV/AIDS helplines;
- helpline for homosexuals, lesbians, bisexuals, transsexuals;
- psychological helpline.
see also
Links
Wikimedia Foundation. 2010.
- Comparative mythology
- Depot
See what “Helpline” is in other dictionaries:
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HELPLINE- “TELEPHONE OF TRUST”, Russia, IBRUS (Russia/Azerbaijan), 2001, color, 103 min. Psychological drama. Rena, the heroine of the film, becomes a victim of violence in her youth. This injury becomes a lifelong tragedy for the girl; she can only trust... ... Encyclopedia of Cinema
Helpline- See synonym: Telephone psychotherapeutic assistance. Brief explanatory psychological and psychiatric dictionary. Ed. igisheva. 2008 ... Great psychological encyclopedia
Helpline- a form of remote psychological assistance to people. those in need of moral, psychological or spiritual support in a state of internal crises and critical situations. Anyone in need of such help calls the psychological service,... ... Fundamentals of spiritual culture (teacher's encyclopedic dictionary)
Helpline- One of the methods of socio-psychological work for the prevention of mental illness. A 24-hour service providing qualified advice to people seeking help in a stressful situation. Served by psychologists... ... Dictionary psychiatric terms
Helpline- emergency psychological assistance service for adolescents. Psychologists, teachers, social workers, representatives of public and religious organizations. Anonymous forms of communication, etc. allow you to receive... Pedagogical terminological dictionary
Helpline- - in medicine - an organizational form of providing assistance by psychotherapists over the telephone. At the same time, the patients’ problems are clarified, possible assistance is provided (recommendations, advice, explanations, the efforts of the patients themselves are stimulated to... ... Encyclopedic Dictionary of Psychology and Pedagogy
Helpline- emergency psychol. assistance intended for emergency use in urgent situations; addressed to persons in crisis, those who have, in their opinion, insurmountable obstacles in O. with... ... Psychology of communication. encyclopedic Dictionary
Helpline of the Investigative Committee of the Russian Federation- The helpline is a means of direct communication between citizens and the bodies of the Investigative Committee of Russia (hereinafter referred to as investigative bodies) for reporting (including anonymously) information about signs of illegal acts being prepared, committed or committed,... ... Official terminology
Federal Tax Service helpline- Helpline is a communication channel with citizens and organizations created in order to receive additional information to improve the activities of the Federal Tax Service of Russia, promptly respond to violations in the tax sphere, corruption and others... ... Official terminology
Parents who have encountered difficulties in raising a child or who cannot find mutual understanding with their children often call the children's helpline. Experienced psychologists are ready to help any family member, regardless of what problem they are approached with. A single helpline will also help mothers and fathers who do not know how to correctly answer their child’s questions and how to behave with him in certain situations.
Qualified specialists will listen to a child or adult and help him understand the current situation, regardless of what exactly he had to face. For psychologists of the same baby phone trust, there are no unimportant problems, and all the issues on which they are addressed are always significant. The primary task of a helpline telephone consultant is to relieve stress in the child, teenager or parent who contacts him by providing him with psychological assistance, and in some cases, convincing him of the need to seek help from a person from his environment whom he trusts.
Why you shouldn't be afraid to call the helpline
Why are children afraid to call? Usually such barriers are shyness, isolation and fear that parents will find out or the school will be informed about the call. Parents must build their child’s trust in psychological help. But often it is they who consider the helpline service to be a kind of regulatory body.
Many parents are afraid to call the children's helpline because they believe that after their call, the guardianship authorities may intervene, but such fears are unfounded. All helpline consultants maintain anonymity and confidentiality and do not share information about the identity of the person contacting special services, except in rare cases when it comes to a threat to the life and health of a child.
There is also a prejudice among some parents that their children’s communication with a psychologist will lead to a loss of parental authority. Rather, such a parental position indirectly indicates an unhealthy situation in the family and the parents’ fears that some internal family problems may come to light. It is necessary to understand that the helpline is not a threat, but help and support; calling it helps restore parent-child relationships.
Today, the children's helpline is a real lifesaver for children and teenagers who find themselves in a difficult situation and want answers to their questions, as well as for parents who do not know how to help their children.
Memo for children, teenagers and their parents
If you find yourself in a difficult situation, are faced with the inability to solve any problems in family relationships or relationships with peers, or have become a victim of physical, sexual or psychological violence, do not keep everything to yourself! Just one call to the unified children's helpline 8-800-2000-122 – and you will receive advice from a qualified specialist who will tell you what to do in your situation, help relieve mental stress and provide psychological assistance on any issue. And all this in compliance complete anonymity, privacy and absolutely free.
Children's helpline specialists provide assistance to all those in need absolutely free of charge, which allows all children, adolescents and adults to contact them, regardless of the financial situation of their family. Calls can be made from both mobile and landline phone.
September 1, 2014 marks exactly four years since the unified service began its work in Russia - free for children, teenagers and their parents. This service was organized by the Foundation for Support of Children in Difficult Life Situations together with the subjects Russian Federation.
The unified children's helpline unites all regional organizations providing psychological assistance to children, adolescents and adults. All trust services operating on the territory of the Russian Federation are connected to single number: 8-800-2000-122 , through which children, adolescents and adults located anywhere in Russia can receive help.
Why do you need a helpline?
Parents who have encountered difficulties in raising a child or who cannot find mutual understanding with their children often call the children's helpline. Experienced psychologists are ready to help any family member, regardless of what problem they are approached with. A single helpline will also help mothers and fathers who do not know how to correctly answer their child’s questions and how to behave with him in certain situations.
Qualified specialists will listen to a child or adult and help him understand the current situation, regardless of what exactly he had to face. For psychologists of the unified children's helpline, there are no unimportant problems, and all the issues for which they are contacted are always significant. The primary task of a helpline telephone consultant is to relieve stress in the child, teenager or parent who contacts him by providing him with psychological assistance, and in some cases, convincing him of the need to seek help from a person from his environment whom he trusts.
Why you shouldn't be afraid to call the helpline
Why are children afraid to call? Usually such barriers are shyness, isolation and fear that parents will find out or the school will be informed about the call. Parents must build their child’s trust in psychological help. But often it is they who consider the helpline service to be a kind of regulatory body.
Many parents are afraid to call the children's helpline because they believe that after their call, the guardianship authorities may intervene, but such fears are unfounded. All helpline consultants maintain anonymity and confidentiality and do not share information about the identity of the person contacting special services, except in rare cases when it comes to a threat to the life and health of a child.
There is also a prejudice among some parents that their children’s communication with a psychologist will lead to a loss of parental authority. Rather, such a parental position indirectly indicates an unhealthy situation in the family and the parents’ fears that some internal family problems may come to light. It is necessary to understand that the helpline is not a threat, but help and support; calling it helps restore parent-child relationships.
Today, the children's helpline is a real lifesaver for children and teenagers who find themselves in a difficult situation and want answers to their questions, as well as for parents who do not know how to help their children.
Memo for children, teenagers and their parents
If you find yourself in a difficult situation, are faced with the inability to solve any problems in family relationships or relationships with peers, or have become a victim of physical, sexual or psychological violence, do not keep everything to yourself! Just one call to the unified children's helpline 8-800-2000-122 – and you will receive advice from a qualified specialist who will tell you what to do in your situation, help relieve mental stress and provide psychological assistance on any issue. And all this with complete anonymity, confidentiality and absolutely free.
Children's helpline specialists provide assistance to all those in need absolutely free of charge, which allows all children, adolescents and adults to contact them, regardless of the financial situation of their family. Calls can be made from both mobile and landline phones.
Victoria Gritsuk
Who was the first subscriber - a child or an adult? What was bothering him at that moment? We won't tell you this: confidentiality was initially the main condition for the operation of the emergency psychological assistance service, created on the initiative of the Foundation for Support of Children in Difficult Life Situations. One thing is for sure: at the other end of the line, the caller heard in response the voice of a person who was really ready to listen and help.
principles of operation of a single federal helpline number for children, adolescents and their parents
dial the number
the region from which they are calling is determined
the call is forwarded to the service in your region
if the line is busy, the call is forwarded to a second service in this region, etc., until the psychologist answers
The helpline service is staffed by specially trained psychologists-consultants.
Their the main task- relieve the severity of psycho-emotional stress and experiences experienced by the caller this moment, and protect your young or adult interlocutor from reckless and dangerous actions.
The task is as follows:
analyze the situation together with the subscriber
identify its causes
suggest algorithms for getting out of the current situation
and motivate a person to try to solve the problem himself
Communication with a psychologist is absolutely anonymous: no one will ask for an invoice for the conversation, no matter how long it turns out, to give your name, surname, address:
Calls from any mobile or landline phone are free.
Currently connected to a single number 8-800-2000-122
Works so that children, their parents and just people who are not indifferent to the misfortune of a child living nearby can receive timely help from a professional psychologist
after all, this is why a single All-Russian children's helpline was created.
About transferring the children's helpline to a short three-digit number
Currently, the children's helpline is recognized as a key tool for realizing the child's rights to information and protection from all forms of violence and abuse. Since the launch of the children's helpline, more than 8 million calls have been received to its number.
Due to the high social significance and relevance of the tasks solved by the children's helpline services, the Foundation considers the transfer of the number 8-800-2000-122 to a three-digit number to be among the Foundation's priority tasks. To solve this problem, since 2014 the Foundation has been conducting consolidated work with the Ministry of Telecom and Mass Communications of Russia.
Currently, the limiting factor in replacing the number with a three-digit one is the technical imperfection of equipment on local networks telephone communication, providing processing of short three-digit numbers. The Ministry of Telecom and Mass Communications of Russia is making efforts to create and operate a system for providing calls via short number. To date, the required system has been put into operation in 8 regions, and tests have been successfully completed in 3 more regions.
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