The Role of Daily Calls to Telephone Companionship Lines for Older Adults Experiencing Chronic Loneliness

Abstract

This study uses mixed methods to understand the experiences of daily versus nondaily callers to a telephone-based companionship line, the Institute on Aging Friendship Line, for loneliness. Baseline interviews of Friendship Line participants (n = 63) were conducted between October 1st, 2020, and April 30th, 2021, with follow-up interviews at 3 and 6 months. We tested the association of call volume (daily vs. nondaily) with chronic loneliness, defined as scoring 6+ points on the 3-item UCLA Scale (Range: 3–9 points) at two or more time points. In addition, we analyzed qualitative interviews of a purposive sample (n = 23) thematically. Daily callers were more likely to be chronically lonely than nondaily callers (61% vs. 18%, χ² (1) = 11.5, p<0.001). Although daily callers reported high levels of chronic loneliness, they reported high satisfaction with and meaningful relationships through the Friendship Line (daily: 83% vs. nondaily: 61%, χ² (1) = 2.9, p = 0.09). Daily callers described the importance of a long-term, evolving relationship with Friendship Line, whereas nondaily callers described the Friendship Line as an outlet for acute social needs, similar to an urgent care clinic. Taken together, results suggest the Friendship Line is an important source of support for older adults managing both chronic loneliness and occasional loneliness.