telephone crisis support, Covid-19 pandemic, crisis, social support, intervention of telephone crisis support workers, intervention hotline for seniors

The aim of this paper is to present the results of research aimed at analyzing and describing the crisis situations of seniors and interventions of telephone crisis support workers in the first (April 2020) and the second wave (October 2020) of the COVID-19 pandemic. The theoretical basis is the crisis and theory of social support. Qualitative content analysis was used in the research. The result of the analysis is a typology of crisis situations of seniors and a typology of interventions of telephone crisis support workers. Records of selected social services, telephone crisis support for seniors (N = 1000) and expert interviews (N = 6) were selected for the research. For the analysis of the records of telephone crisis support for seniors, every second record in a given month (April and October) was selected until the number of 500 records for each selected month was reached. The results show that the most common area of social support in the first and second waves of the COVID-19 pandemic was emotional support and information support. The most frequent topics of telephone crisis support for seniors during the COVID-19 pandemic were existential, social and relationship issues. The most frequently provided interventions by telephone crisis support workers in the monitored periods were abreaction and supportive conversation.

The aim of this paper is to present the results of research aimed at analyzing and describing the crisis situations of seniors and interventions of telephone crisis support workers in the first (April 2020) and the second wave (October 2020) of the COVID-19 pandemic. The theoretical basis is the crisis and theory of social support. Qualitative content analysis was used in the research. The result of the analysis is a typology of crisis situations of seniors and a typology of interventions of telephone crisis support workers. Records of selected social services, telephone crisis support for seniors (N = 1000) and expert interviews (N = 6) were selected for the research. For the analysis of the records of telephone crisis support for seniors, every second record in a given month (April and October) was selected until the number of 500 records for each selected month was reached. The results show that the most common area of social support in the first and second waves of the COVID-19 pandemic was emotional support and information support. The most frequent topics of telephone crisis support for seniors during the COVID-19 pandemic were existential, social and relationship issues. The most frequently provided interventions by telephone crisis support workers in the monitored periods were abreaction and supportive conversation.