Telephone Counseling: The Relentless Demand in Erfurt, Thuringia
The telephone counseling service in Erfurt, Thuringia, has been struggling to keep up with the surge in demand, according to Uta Milosevic, head of the local counseling service. The coronavirus pandemic seems to have exacerbated the issue, with callers now needing up to twelve attempts to reach the service, doubling the pre-pandemic average. The calls don't stop once the volunteers hang up; the phone rings again instantly.
Christiane Sachse, head of the East Thuringia telephone helpline, shares a similar experience. Call volume has significantly increased since 2019, with Erfurt tallying around 8,300 and East Thuringia, 6,500 calls in 2022. The current challenges, such as the war in Ukraine or the energy crisis, barely register as concerns compared to physical complaints, loneliness, or depressive moods.
Interestingly, despite the pandemic, the number of individuals mentioning suicidal thoughts or intentions has not seen a significant increase. However, over a third of callers discuss mental illness during their conversations, with this number gradually rising over the years. On a less optimistic note, around 5% admit to suicidal thoughts, and 1% share suicidal intentions.
As the sun sets or weekends approach, therapists, psychiatrists, and GPs often recommend the telephone helpline as a lifeline. For many, it's the only number available around the clock other than the emergency services. Milosevic sees it as a significant responsibility, questioning its sustainability in the long term.
Recruiting volunteers has become increasingly challenging despite the high need. The role demands considerable time and commitment, with veterans undergoing 120 hours of training and continuous development, along with regular supervision on difficult topics. Older individuals, often with the time and pension to volunteer, are in high demand, but many need additional income sources.
Milosevic hopes negotiations about a crisis psychiatric service for the country will provide some relief. However, budgeting for professional, round-the-clock support remains a concern.
Enrichment Data:
The enrichment data highlights the impact of the pandemic on mental health and the subsequent increase in demand for mental health services. According to studies, quarantine adherence in Cologne shows a significant rise in psychological distress, symptoms of generalized anxiety disorder, depression, and PTSD. Healthcare workers have also reported increased levels of acute and post-traumatic stress, pointing towards a broader mental health crisis.
[1] Albrecht, J., Kai-Uwe Ilg, et al. "Managing Quarantine Adherence in Cologne: Psychological, Sociological and Epidemiological Insights from a COVID-19 Hotspot City in Germany." SSRN Electronic Journal, 2021, doi:10.2139/ssrn.3748074.
