Healthy Working Lives - Covid19 Updates | /support-for-helpline-workers
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Support in Scotland for people providing helpline advice and support


Coronavirus (COVID-19) is affecting all of our lives. People are experiencing anxiety as a result of having to self-isolate and socially distance whilst worrying about vulnerable family and friends and concerned about the impact of the outbreak on their jobs. Of course, this list is not exhaustive and there are many other worries or concerns that individuals may have.

Whilst managing our own thoughts, feelings and worries about COVID-19 we may well be having to provide reassurance, advice and support to others as part of our job during this difficult time.

Modern helplines respond to people needing help and support through a range of mediums including phone, text, email and webchat. Processing and responding to emotionally challenging calls and contacts can have an impact at the best of times; During COVID-19 it is especially important that individuals are supported with the increased pressure and demands of their role.

With more of us working remotely at the moment, these suggestions may help:


Advice and tips for Employees


  • Keep up with regular supervision – this could be on a 1:1 and/or group basis.
  • Maintain good communication with your line manager who will be able to provide you with advice and support.
  • Utilise post-call support and debriefing after you handle challenging calls and take part in individual or group debrief at the end of a shift if you don’t do this already.
  • Share with your colleagues – informal peer support can be great.
  • Make sure that you are having appropriate down time between calls, particularly after difficult calls.
  • Make sure that you are taking regular breaks throughout the day. Remember to take your lunch break away from your workspace and to eat and drink something, to keep your energy levels up and rehydrate.
  • Allow yourself some down time when work finishes. Work/life balance is important and you need to look after your physical and mental health.
  • Be kind to yourself. You are working during a crisis, you are doing your very best.



Useful Information

Scottish Government - Clear Your Head 

NHS Inform - ‘Mental Health Self Help’ guides

MIND – Coronavirus and mental health

Mental Health Foundation - ‘Looking after your mental health during coronavirus while working’                                                                                                                                               

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