JUSTONE 24-hour Community Mental Health Support Project: Questionnaire survey and focus group on hotline volunteers

Introduction

JUSTONE 24-hour Community Mental Health Support Project was sponsored by Lee Hysan Foundation, Chow Tai Fook Charity Foundation, and Kerry Group. A one-stop mental health support platform was employed to provide hotline services in addition to online counselling and training to the public, members, and caregivers. Regular follow-up and assessments to members were also performed to create supportive rapports, network resources, and prevent relapses.

Volunteers were regularly recruited and trained to receive calls and provide counselling services on the phone. These volunteers had to attend a series of training sessions, including practical sessions before they could be the hotline counselors.

Research period: May 2021 – October 2022

Target population: JUSTONE volunteers

Objectives

To evaluate the impact of the training program on recovery knowledge and attitude of JUSTONE volunteers using a questionnaire survey.
To examine how JUSTONE services can be further improved and expanded by collecting views and suggestions through focus group interviews with volunteers.

Methods

The questionnaire was administrated before and one month after the training, assessing their knowledge and attitude on recovery[1], including roles and responsibilities in recovery, non-linearity of recovery process, roles of self-definition and peers, and expectations regarding recovery. Focus groups were conducted to study the motives of the volunteers participating in the training program and their gains and changes in becoming a Justone volunteer.

Results

Questionnaire Survey

87 volunteers completed the survey. Around 80% had attained an education of university or above, and approximately 53% had a job.
The overall recovery knowledge significantly improved after the training (62.57 vs 65.61, p=0.005). “Roles and responsibilities in recovery” (p=0.012) and “Non-linearity of recovery process” (p=0.003) were significantly improved (Figure 1).

Figure 1. Recovery knowledge (RKI) of volunteers before and after training

Focus Group Interviews

Two focus group interviews were conducted with 10 volunteers participating.
One of the reasons they joined the training was because some of their close friends and relatives had emotional problems. Another main reason was that they were taking or had completed psychology-related or counseling-related courses. The volunteer hotline services provided an opportunity for them to practice their skills in reality.
After the training, their knowledge on mental health was enriched and less negative toward people with mental illness. They became more patient and empathetic with more confidence in communicating with people in recovery.

Conclusion

The knowledge on recovery was improved significantly one month after completion of the training program. The volunteers became more confident in interacting with and more positive and empathetic toward people with emotional problems. The training program not only enhanced hotline service but enriched the personal growth and development of professionalism of the volunteers as well.

References

1. Bedregal, L. E., O'Connell, M., & Davidson, L. (2006). The Recovery Knowledge Inventory: assessment of mental health staff knowledge and attitudes about recovery. Psychiatric Rehabilitation Journal, 30(2), 96.