Collaborative Research: FW-HTF-P: Supporting future crisis line work through the inclusive design of worker-facing tools that empower self-management of wellbeing and performance

这项规划补助金的长期目标是创建评估和信息学工具，使危机线工作人员（CLW）能够自我监测，发展技能，更好地管理他们的个人福祉和咨询业绩。咨询热线是非正式医疗保健系统的重要组成部分，通过电话或短信提供即时的心理健康支持。这些服务已被证明有效地减少绝望，心理痛苦和自杀。研究发现，18-24奥尔兹和学生不成比例地经历这些心理问题，导致全国大学校园心理健康问题的公认升级。与此同时，工作的性质使CLW本身处于倦怠、继发性创伤压力和同情疲劳的高风险之中。反过来，这种痛苦又对社区劳动者的工作业绩产生负面影响，对社区劳动者和依赖他们的客户造成痛苦和脆弱的循环。我们的范围是校园和校园附近的危机线组织（CLO）和CLW谁管理大学人口的心理健康需求不足。从这个项目的见解可以改善工人福利，工作表现，和客户福利的更广泛的背景下，涉及高压力，高风险的工作，采用信息通信技术，以服务于需要支持的客户。考虑到未来危机线工作、工人和技术的最新变化，该议程与FW-HTF的目标紧密一致。具体来说，虽然CLO传统上通过员工培训计划管理物理呼叫中心，但许多新服务允许CLW在线培训，在家进行现场通信，并更灵活地自定义时间表。此外，我们与CLO合作伙伴的初步互动表明，校园咨询中心正在从随叫随到的人员配置转向将危机热线支持外包给供应商，这些供应商提供全天候服务和互动报告，辅导员根据需要跟进。此外，危机服务虽然最初仅限于电话，但现在越来越多地通过现代信息通信技术，包括短信和网络应用程序提供。最后，“更智能”的功能越来越多地被用于此类平台中，以自动响应或帮助分类通信。总之，这些变化正在影响危机线工作的做法，以及由于新兴技术增强或取代CLW工作的各个方面，工人的预期技能。在高层次上，我们的工作将告知重点领域以及最有可能被CLO和CLW接受的监测技术和干预措施的类型，以改善他们的福祉和福利。该项目汇集了多个学科，包括以人为本的设计，计算机科学和人机交互，传播科学和社会行为，以及心理健康评估和干预。调查员团队的结构是为了实现多个趋同目标。首先，通过培养与CLO的关系并开展需求发现活动，我们将加深对CLW工作环境、经验、风险和需求的了解。第二，这个发现阶段将产生自我监控和自我护理工具CLW的设计影响。第三，与CLW的迭代协同设计将识别并启动有效解决方案的形成性开发（例如，信息学、干预措施），并澄清这些工具可能对CLW个人福祉和专业实践以及客户福利产生的潜在影响。总的来说，这个项目将巩固团队，合作伙伴关系和基础知识，需要在FW-HTF-R提案的水平上进行研究。该项目由人类技术前沿跨部门计划的未来工作资助，以促进对相互依赖的人类的更深入的基本理解。该奖项反映了NSF的法定使命，并通过使用基金会的智力价值和更广泛的评估，被认为值得支持。影响审查标准。

This planning grant’s long-term aim is to create assessment and informatics tools that empower Crisis Line Workers (CLWs) to self-monitor, develop skills, and better manage both their personal wellbeing and counseling performance. Counseling hotlines are a critical part of the informal healthcare system, providing immediate mental health support through telephone or text messaging. Such services have proven effective at decreasing hopelessness, psychological pain, and suicidality. Research finds 18–24 year olds and students disproportionately experience these psychological issues, contributing to a recognized escalation in mental health problems on college campuses nationwide. At the same time, the nature of the work puts CLWs themselves at high risk of burnout, secondary traumatic stress, and compassion fatigue. In turn, such distress negatively impacts CLWs' job performance, creating a cycle of distress and vulnerability for both CLWs and the clients who depend on them. Our scope is campus and campus-adjacent crisis line organizations (CLOs) and CLWs who manage the underserved mental health needs of college populations. Insights from this project could improve worker welfare, job performance, and client welfare for broader contexts involving high-stress, high-stakes work that employs information communication technology to serve clients in need of support. This agenda tightly aligns with FW-HTF objectives given recent shifts in future crisis line work, workers, and technology. Specifically, while CLOs traditionally managed physical call centers with training programs for workers, many new services allow CLWs to train online, field communications from home, and more flexibly self-define schedules. Further, our initial interactions with CLO partners indicate campus counseling centers are moving away from on-call staffing to outsourcing crisis line support to vendors that provide around-the-clock services and interaction reports that counselors follow up on as needed. In addition, while originally limited to telephone calls, crisis services are increasingly being delivered through modern information communication technologies, including text messaging and web applications. Finally, “smarter” features are increasingly being utilized within such platforms to automate responses or help triage communication. Together, these changes are impacting the practices of crisis line work as well as the skills expected of workers due to emerging technologies augmenting or replacing various aspects of CLWs’ efforts. At a high level, our work will inform focus areas as well as the types of monitoring technologies and interventions most likely to be accepted by CLOs and CLWs toward improving their wellbeing and welfare.This project brings together several disciplines, including human-centered design, computer science and human-computer interaction, communication sciences and social behavior, and mental health assessment and intervention. The investigator team is structured to achieve multiple convergent goals. First, by cultivating relationships with CLOs and undertaking needfinding engagements, we will deepen understanding of CLWs’ work circumstances, experiences, risks, and needs. Second, this discovery phase will produce design implications for self-monitoring and self-care tools for CLWs. Third, iterative co-design with CLWs will identify and initiate formative development of effective solutions (e.g., informatics, interventions) responsive to these requirements and clarify the potential impacts such tools can have on CLW personal wellbeing and professional practices and, in turn, client welfare. Overall, this project will solidify the team, partnerships, and foundational knowledge needed to pursue research at the level of a FW-HTF-R proposal. This project has been funded by the Future of Work at the Human-Technology Frontier cross-directorate program to promote deeper basic understanding of the interdependent human-technology partnership in work contexts by advancing design of intelligent work technologies that operate in harmony with human workers.This award reflects NSF's statutory mission and has been deemed worthy of support through evaluation using the Foundation's intellectual merit and broader impacts review criteria.