Dear PeppiPatty,
I was a telephone counsellor for two years with an organization called LifeCircle, which looked after people with life-threatening and terminal illnesses. I was rostered on for two half days a week (after undergoing a six-week training programme). It was a very demanding job, because you never knew what kind of call would come through next. Very few people actually had specific questions to ask. Most people wanted to talk. They wanted to tell you their stories and needed support getting through difficult periods. Occasionally people would ring up hysterical, at the end of their tether, and you had to talk to them calmly and work out what you could do to help.
I always considered it a successful call if at the end the caller was calmer, reassured, and had a plan to work on.Obviously in the case of people with terminal illness there was little advice I could offer them, but I could make them feel that someone had the time to talk with them and cared about them. It sounds really depressing but it wasn't - the courage and strength of many of those people was inspirational.
Yes, telephone counselling was good for me. After a shift I always needed some quiet time to digest what I had experienced, and of course we had regular de-briefings with other counsellors. Yes, I feel that I accomplished something by doing something very simple -active listening. It is a very challenging calling, but if you have the right temperament it can be very fulfilling.
Ellu