Learning to Become a Volunteer Counselor: Lessons from a Peer-to-Peer Mental Health Community
Learning to Become a Volunteer Counselor: Lessons from a Peer-to-Peer Mental Health Community
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学习成为一名志愿者咨询师：来自同伴心理健康社区的经验教训
DOI：
10.1145/3555200
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发表时间：
2022
影响因子：
--
通讯作者：
Kraut, Robert E.
中科院分区：
文献类型：
--
作者：
Yao, Zheng;Zhu, Haiyi;Kraut, Robert E.
在线点对点治疗可以有效地改善人们的心理健康。然而，在线志愿咨询师可能缺乏专业知识和必要的培训来提供高质量的咨询，而这些低质量的咨询可能会对志愿者的动机和客户的幸福感产生负面影响。本文采访了20位资深在线志愿者咨询师，考察他们在一个大型心理健康支持社区（7Cups.com）做志愿者时是如何应对挑战并获得技能的。虽然这个社区的志愿者接受了一些基于积极倾听和动机性访谈原则的培训，但结果表明培训是不够的，志愿咨询师必须独立制定策略来应对他们在志愿工作中遇到的具体挑战。然而，他们的策略可能会偏离标准做法，因为他们通常缺乏来自导师或客户的系统反馈，而是依赖于他们的个人经验。此外，志愿咨询师报告说，他们很难与客户保持专业界限。尽管有培训和支助资源，但这些资源没有得到充分利用。这项研究的结果为HCI从业者和研究人员揭示了新的设计空间，包括社会计算和人工智能方法，这些方法可以为在线心理健康社区的志愿咨询师提供更好的支持。
Online peer-to-peer therapy sessions can be effective in improving people's mental well-being. However, online volunteer counselors may lack the expertise and necessary training to provide high-quality sessions, and these low-quality sessions may negatively impact volunteers' motivations as well as clients' well-being. This paper uses interviews with 20 senior online volunteer counselors to examine how they addressed challenges and acquired skills when volunteering in a large, mental-health support community - 7Cups.com. Although volunteers in this community received some training based on principles of active listening and motivational interviewing, results indicate that the training was insufficient and that volunteer counselors had to independently develop strategies to deal with specific challenges that they encountered in their volunteer work. Their strategies, however, might deviate from standard practice since they generally lacked systematic feedback from mentors or clients and, instead, relied on their personal experiences. Additionally, volunteer counselors reported having difficulty maintaining their professional boundaries with the clients. Even though training and support resources were available, they were underutilized. The results of this study have uncovered new design spaces for HCI practitioners and researchers, including social computing and artificial intelligence approaches that may provide better support to volunteer counselors in online mental health communities.
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