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‘At Times it’s Too Difficult, it is Too Traumatic, it’s Too Much’: The Emotion Work of Domestic Abuse Helpline Staff During Covid-19

Author

Listed:
  • Chloe Maclean

    (University of the West of Scotland, UK)

  • Zara Brodie

    (University of the West of Scotland, UK)

  • Roxanne Hawkins

    (University of the West of Scotland, UK)

  • Jack Cameron McKinlay

    (University of the West of Scotland, UK)

Abstract

During the Covid-19 lockdowns, domestic abuse helpline staff (DAHS) in the UK faced both a shift from working in an office to working-from-home and an increased demand for their services. This meant that during Covid-19, DAHS faced an increase in traumatic calls, and all within their own homes. This article explores the emotions work of DAHS to manage and work through their work-related emotions during Covid-19. Drawing on semi-structured interviews with 11 UK-based DAHS, this article suggests that working-from-home during the Covid-19 lockdowns amplified emotions of anxiety, helplessness and guilt for DAHS alongside an evaporating emotional distance between work and home life. Engaging in leisure activities and increased online meetings with colleagues were emotion work practices that DAHS used to emotionally cope. This article demonstrates that emotion work fills in for, and masks, the structural insufficiencies of employer worker-wellbeing practices.

Suggested Citation

  • Chloe Maclean & Zara Brodie & Roxanne Hawkins & Jack Cameron McKinlay, 2024. "‘At Times it’s Too Difficult, it is Too Traumatic, it’s Too Much’: The Emotion Work of Domestic Abuse Helpline Staff During Covid-19," Work, Employment & Society, British Sociological Association, vol. 38(5), pages 1267-1284, October.
    • Handle: RePEc:sae:woemps:v:38:y:2024:i:5:p:1267-1284
    DOI: 10.1177/09500170231200080
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    References listed on IDEAS

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    1. Aarthi Raghavan & Mehmet Akif Demircioglu & Serik Orazgaliyev, 2021. "COVID-19 and the New Normal of Organizations and Employees: An Overview," Sustainability, MDPI, vol. 13(21), pages 1-19, October.
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