'…It Makes It Possible for Me to Have a Life…': Microtransformative Helpline Communication with Frequent Users

Area of Science:

• Social Sciences
• Psychology
• Mental Health Services Research

Background:

• Frequent use of anonymous helplines is often perceived negatively by service providers.
• There is a need to understand user perspectives on repeated helpline engagement.

Purpose of the Study:

• To explore frequent users' perceptions of helpline helpfulness.
• To examine discrepancies between user and staff views on effective helpline communication.

Main Methods:

• Qualitative interviews with 31 frequent users of Danish helplines (telephone, chat, SMS).
• Analysis informed by existing research on helpline staff communication ideals.
• Framework distinguishing transformative, relational, and respectful communication.

Main Results:

• Frequent users experience "micro-transformative" interactions, offering immediate emotional regulation and temporary relief from loneliness.
• Relational presence in helpline interactions is perceived as meaningful immediate change.
• Frequent helpline use is characterized as a situated, relational community practice, not an individual deficit.

Conclusions:

• Frequent helpline use provides significant, albeit temporary, emotional support and containment.
• Understanding helpline use as a community practice has implications for mental health support strategies.
• Re-framing frequent helpline use is crucial for effective service provision and support.