Holding the Line - Mental Well-Being, Stressors, and Coping in Crisis Supporters

Background: Crisis supporters can experience numerous stressors in their role that can impact their own mental well-being. The area remains underexplored in research, particularly relating to substance use, and new trends in the role such as working remotely or the impact of providing chat-based support. Aims: This study identifies crisis support-related stressors, as well as levels of mental well-being and substance use, and factors associated with mental well-being. Method: Participants (n = 422) were recruited from four leading crisis support services and via social media advertising. They responded to an online survey, assessing demographics, stressors, mental well-being (compassion fatigue, compassion satisfaction, and psychological distress), substance use, and coping styles. Results: Findings identified several important stressors (e.g., argumentative callers) and moderate to high rates of compassion fatigue and psychological distress. High levels of compassion satisfaction were reported, and levels of risky substance use were low. Problem-focused coping emerged as a key factor related to positive mental well-being, while emotion-focused, avoidant coping, remote work, and providing chat-based support were linked to negative well-being. Limitations: The study's cross-sectional design and convenience sample limit causal inferences and generalizability. Conclusion: The findings reveal significant stressors and challenges in crisis supporters that require consideration and intervention.