Emotional Labour, Identity, and Organisational Contexts in Crisis Helpline Volunteering: A Qualitative Study

Abstract

Crisis helplines are a core component of community-based mental health support, yet volunteers' experiences of emotional labour, ethical responsibility, and role identity remain underexplored. This study aimed to examine how crisis helpline volunteers experience and make sense of their roles within contemporary service contexts. Semi-structured interviews were conducted with nine crisis helpline volunteers in Ireland. Data were analysed using inductive reflexive thematic analysis. The findings indicated that crisis helpline volunteering involves sustained emotional labour, ethical and risk-related uncertainty, and complex organisational ambiguity and demands. Volunteers described drawing on personal, relational, and supervisory coping strategies to manage emotional exposure, while developing a strong sense of purpose and helper identity. However, experiences of strain, vulnerability, and unrecognised professionalism were also evident, particularly in contexts characterised by inconsistent support and role ambiguity. Findings highlight the importance of supporting volunteer wellbeing across individual, relational, organisational, and systemic levels to sustain effective community-based crisis helpline services.