Specifics and operational procedures of the psychological assistance hotline during the COVID-19 pandemic in China

Abstract

Psychological hotlines became the most convenient and feasible way to provide psychological intervention for the needy after the outbreak of COVID-19. Hotlines assisting in defeating the coronavirus functioned quite differently from general psychological hotlines and face-to-face counseling. This article discusses the specificity of hotlines of this kind, including appropriate operational procedures that include the overall assessment and the empathetic understanding of the clients, a quick focus on goals, and real-world oriented assistance. Major administrative and ethical concerns are also addressed.