Experiences and wellbeing of Samaritans crisis line volunteers in Ireland during the COVID-19 pandemic: A qualitative study

Background: The literature demonstrates that working in a crisis line volunteer role, despite being rewarding, poses a risk of adverse effects on health and additional pressure exists with the COVID-19 pandemic. Despite this, there is limited research on the experiences of such volunteers. Aims: This study aimed to explore the experiences of Samaritans volunteers in Ireland during the COVID-19 pandemic, thereby contributing to the overall knowledge of crisis line volunteering, and gaining an understanding of how this role is impacted by the pandemic. Method: A qualitative approach was taken, and semi-structured interviews were conducted with volunteers from Samaritans branches in Ireland (n = 13). Data were then analysed using thematic analysis. Results: Four overarching themes were identified: (1) responding to calls in the context of COVID-19, with sub-themes being change in the nature of calls, reliance on existing approach in handling calls and varying emotional responses to calls, (2) sense of loss, with sub-themes being loss of older and vulnerable volunteers, reduced social connectedness and restricted aspects of the service, (3) positive experiences, with sub-themes being supportive culture, new personal skills and perspectives and volunteering as an escape from lockdown and (4) adaptation challenges, with sub-themes being logistical changes and concern for sustainability of the service. Conclusions: Findings highlight important insights into the experiences of Samaritans volunteers in Ireland, revealing that the pandemic brought about challenges, but also gave rise to some positive experiences. Implications of these findings are discussed in the context of the existing literature and recommendations made.