Розглянуто організаційні та змістові аспекти функціонування служб телефону довіри в Україні та інших країнах в умовах пандемії порівняно з допандемічним періодом. Досліджено форми, функції, структурні особливості діяльності телефонних консультативних служб. Проаналізовано співвідношення реалізації професійної та волонтерської моделей в організації діяльності телефонів довіри і тенденції їх розвитку в Україні. Зроблено висновки щодо особливостей діяльності служб телефону довіри в період пандемії.
Hotline services remain a responsible component of suicide prevention and an important part of psychosocial counseling during the period of rapid development of information technologies and social networks. The COVID-19 pandemic throws new challenges to hotline services due to forced restrictions on direct communication between people. The most important functions of remote counseling services during this period are to inform about safe behavior during a pandemic, and to reduce anxiety and stress, the absence of health and life hazards, restrictions on joint communication and the need for isolation and removal.
As a result of the analysis of information available through Internet search engines, there are currently about 30 hotlines in Ukraine, which pr&ovide consulting services both for certain categories of client and for all comers. There are four specialized national hotlines in Ukraine, which are operated by non-governmental organizations. Regarding the models of organization of hotlines in Ukr&aine, in contrast to Western European countries, where the volunteer model predominates, the professional model is mostly presented, i.e., the organization on the basis of professional counseling of specialists such as psychologist, medical doctor (u&sually psychiatrist), lawyer, social worker, pedagogue, etc. In some services, "peer to peer" model of counselling is present at the same time as professional counseling, in particular, on the National HIV / AIDS hotline and Lifeline Ukraine for vete&rans.
During the pandemic period, new hotlines have been established, in particular in countries such as China, the United States, Brazil, and Ukraine, and a significant increase in the number of hotline calls (Germany, Austria).
We interviewed 23 &respondents, including 10 professional hotline consultants and 13 hotline volunteers. According to the respondents, during the pandemic period, the number of requests related to information about COVID-19. There is a lot of inaccurate information in &the information space about coronavirus treatment, vaccination, the requirement to use personal protective equipment, the importance of state quarantine restrictions and the requirement to limit physical contact with other people. Therefore, the hotl&ine consultants have a new task - to provide reliable and verified information on the spread of COVID-19, the importance of contacting a family doctor in case of ill health, debunking myths and fakes.
In Ukraine, there is an increase in appeals from& people belonging to "at risk" groups - the elderly, health care workers, people with chronic diseases who have fears and feelings about physical and psychological well-being. There has also been an increase in calls about domestic violence and other& domestic problems. The rise of the volunteer movement, which could observed in Ukraine since 2014, has given impetus to the wider introduction of the volunteer model in the field of hotline services also during the pandemic.
З 31.12.2014 по 01.03.2015 Наукова бібліотека читачів не обслуговує.
