Helpline Counsellors

Helpline Counsellors: The helpline counsellors amongst us

Sharanya A/P Komahan
B1300568
Department of Psychology
PSY 106
Miss Teresita Mortel-Gutierrez / Miss Bawany Chinapan

Helpline Counsellors

Helpline counsellors: The helpline counsellors living amongst us

Background information
Help is just a call away; no matter what you are going through there will always
be a helpline counsellor to offer emotional support. These helpline counsellors are required to
be empathetic, understanding, giving and most of all a good listener whereby they have to
constantly control their emotional temperament while dealing with distressed callers (Figley,
2002). There has been a plethora of delineation for the word counselling and according to
Tyler (1969), members of the society who engage in the mental health movement, be it
voluntary or under the universal subject of mental health are called helpline counsellors.
There are a ubiquitous number of helplines across the world which work progressively
towards reaching a common goal that is to provide emotional support and prevent any form
of distress action by the callers (McCann & Pearlman, 1990). Helpline counsellors are mostly
known as anonymous volunteers who have minimal background in psychology and
counselling (Campos, 2009). Yet all of these volunteers have one common characteristic,
which is the ability to empathise with their callers. Therefor it is crucial to discover the
experiences and emotions felt by helpline counsellors to raise awareness on the benefits and
importance of helpline counsellors in society. Furthermore, this study will be able to
highlight the key ideas of how members of society can play an active role in helping those in
need. Finally this research wants to uplift the stigma on the ability of helpline counsellors to
save a life.
Literature Review
Helpline counsellors are regarded as the most emotionally drained individuals.
Past research has indicated that helpline counsellors are one of the oldest forms of suicide or
distressed prevention resources (Littman, Farberow, Schneidman, Heilig, & Kramer, 1965;

Helpline Counsellors

Schneidman & Farberow, 1957). Helpline counsellors prove to be effective because these
counsellors consist of those who have been depressed, suicidal, alcoholic, abused or
distressed at one point of their life (Littman et al., 1965). Helpline counsellors use active
listening to reach out to the distressed callers call for help which can only be addressed
when one has special training to actively recognize it (Shaffer, Garland, Gould, Fisher, &
Trautman, 1988). Distressed callers do not pour out their feeling the moment the call is
answered by a helpline counsellor, after much rapport building and probing, finally the caller
begins to cry and let his or her heart out (Caruso, 1993).
Unlike counselling with a psychologist or psychiatrist where, the practitioner has
a greater access to the distressed individual and follow up is available (King, Bambling, Reid
and Thomas, 2008). Helpline counsellors cannot follow up on the progress of the caller and
almost every time, the distressed caller may use a pseudo name (King et al, 2008). In contrast
longitudinal studies haven proven that when comparing helpline counselling to counselling
with a psychologist, results indicate that helpline counselling is associated with a better
outcome and deemed more therapeutically efficient (King et al, 2008). A call back pilot
study conducted in 2007 showed remarkable results whereby, 699 receivers of the follow up
call stated in their feedback that they felt cared for (Vallentine and Jakob, 2008).
Concurrently, in a multimodal research paradigm standardised quantitative measures of the
helpfulness of helpline counsellors on the call using the Subjective Units of Distress Scale
(SUDS) (Bogdan & Bikken, 1998; Johnson & Onweugbuzie, 2004; Rao & Woolcock, 2003)
were asked to rate the helpfulness helpline counsellors were on a scale of ten, the results
showed that the service was positively associated with the perceived efficacy of the call,
participants also said that they would recommend helpline services to other members of the
society due to the helpline counsellors highly efficacious effect (Collins & OCathain, 2003).

Helpline Counsellors

Studies have suggested that helpline counsellors have played a huge role in the
lives of a distressed caller. According to Hornblow (1986) helpline counsellors have
preventive values that are defined as three tiers of deterrence which is the decrease in any
type of disorder whether it is suicidal or other forms of mental illness. The second deterrence
is the action of the helpline counsellor to diagnose and treat the problem in order to reduce
the length of its severity.
Although there are strong validations of the theoretical and practical effectiveness
of helplines, however, the helpline counsellors efficacy is yet to be demonstrated explicitly.
In the first assessed relationship between helpline counsellors and the effectiveness of
helplines compared to psychotherapy, no significant effect was found (Lester, 1997). Callers
pose anonymous and about three out of five calls are sex callers or teenagers prank calls
(Anderson & Hasler, 1979).
In addition there have been very little studies done on how language affects
helpline counsellors (McCann & Saakvitne, 1996). Considering the fact that in a multiracial
country it is necessary that helpline counsellors are well versed in different language, yet
when there is a language boundary between the helpline counsellors crisis callers began fell
rejected and would terminate the call; this could do more harm than help (Jung, 1961).
Theoretical Framework
This study seeks to discover the lived experience of helpline counsellors who live
amongst us. There a number of theories to explain the decision behind becoming a helpline
counsellor. Helpline counsellors are regarded to be empathetic towards their crisis callers
(Wilson and Lindy, 1999). Empathy here is defined as the dispositional distinction that
describes the ability to affectively and rational respond to others with neutrality (Williams,
1989). Theoretically, the supposition of an etiological archetypal of compassion fatigue by

Helpline Counsellors

Figley (2002) suggests that the helpline counsellors empathetic ability and empathetic
concern which is the aptitude to perceive pain in others is due to the desire to obtain
accomplishment. Helpline counsellors need to respond to ones suffering and be able to
actively filter ones own self-belief and that is only possible with a strong need of
achievement (Gross, 1994).
Helpline counsellors are seen to be the light at the end of the tunnel. These
individuals have more positive insight and self-concept compared to others. Helpline
counsellors must be able to actively listen while they empathise which can only be present
from the desire to actively listen (Pearlman & Saakvitne, 1995). One basic theory behind this
passion is Maslows hierarchy of needs theory; it is found that helpline counsellors have
achieved self-actualisation. Helpline counsellors have a higher need of affiliation compared
to achievement; this is because they are internally motivated to help another individual. To be
able to listen actively and set aside ones self-belief requires the individual to be passionate
about the act. At this point, the need of affiliation increases in accordance to self-actualization
(McClelland, 1987). Congruently, the Client Voice paradigm assumes that helpline
counsellors possess a personal agency and this subjective intermediation is intrinsic to
positive therapeutic outcomes when the caller says that Thank you so much for listening to
meit really helpedI feel so much more relieved (Bates, 2006; Bachelor & Hovarth,
1999)
Research Question
Central Research Question
The central research question posed for this study is, what are the lived
experiences of helpline counsellors?

Helpline Counsellors

Subsequent Research Question

This phenomenological study intends to find in depth of the experience and
emotion felt by helpline counsellors. Three questions have been posed to understand them
better which are, what were the feelings experienced by the helpline counsellor while
working on the field? What was the central contribution in becoming a Befriender volunteer?
What was the social impact felt by the helpline counsellor?
Significance of Study
The purpose of this phenomenological study is to discover the lived experience of
helpline counsellors for the three participants at the Befrienders Kuala Lumpur. At this point
of my research, the lived experience of helpline counsellors living amongst us is generally
defined as the anonymous helpline volunteers who possess the unique ability to empathise
with their callers problems (Creswell, 1994, 2009). This contemporary study was aimed to
explore the emotions and the experience of helpline counsellors that will help educate the
general public which consist of teachers, psychologist, future counselling practitioners and
the society of how the helpline counsellors play a great role in counselling (Campos, 2009).
As a future psychologist, it is my intention to create awareness, not only to the importance of
helpline counsellors but also to increase the awareness of society of how much the
community needs helpline counsellors and remove the stigma society have towards helpline
counsellors. This would contribute greatly to all helpline counselling centres like Befrienders
Kuala Lumpur around the globe who volunteer their time and their self to help listen to the
lonely, depressed and suicidal.

Helpline Counsellors

Research Paradigm
The study will be anchored by social constructionism as a research paradigm.
This study seeks to understand the life of helpline counsellors living amongst us. Social
constructionism in this context is defined as the viewpoints of helpline counsellors which are
not innate but rather formed through their social interactions, through their cultural and
historical norm (Creswell, 2000).The utmost reason that this paradigm is being used as it
allows me as the researcher to explore the different emotions and perceptions felt by the
helpline counsellors. In addition, I as a researcher seek to understand the world in which
these helpline counsellors work and live in (Creswell, 2000). I also crave to discover the
subjective meanings that have been built around helpline counsellors work to allow me to
narrow their views, feelings and emotions into the universal essence. Furthermore, I would
have to position myself in the environment of the helpline counsellors to comprehend their
cultural, historical and personal from the eyes of the helpline counsellors to be able to make
sense of how they view the world.
Methodology
Qualitative approach utilized
For the study of the lived experience of helpline counsellors, a phenomenology
approach will be used. Phenomenology is the study of the lived experience of an individual or
a group of people in a common situation (Creswell, 2006). Transcendental approach is a
form of phenomenology which emphasises on the importance of epoch while conducting the
interview (Moustakas, 1994). Thus, I will transcend my past belief, feelings and emotions
while engaging in this study in attempt to encroach this study in a blank slate. This method of
bracketing will elicit rich and descriptive data of the lived experience of helpline counsellors.
Furthermore, this is done by deriving this universal essence from the participants by both

Helpline Counsellors

their textural and structural description (Manen, 2007). The participants would provide rich
textural data of what the participant had experienced and structural description of how
the experience happened.
Data Collection
Interviewing is the most crucial aspect of this study as the live experience I
would garner while interviewing the Befrienders. Data would be collected by using an openended, in-depth semi structured interview where a set of guided questions were used to aid
the interview. Although the guided questions are use, they are very much flexible in nature
(Refer to Appendix A). The questions are purely open ended questions that would be asked
verbally. The interview was conducted with three volunteers from Befrienders Kuala Lumpur
who were gathered through a purposive sampling method. The interview was initiated
through rapport building with the participants and a consent letter was provided to ensure the
participant has understood the nature of this study (Refer to Appendix C). During the
interview, field notes will be taken while the participants answer the questions and the
participants behavior towards specific questions will also be recorded. The interview with
the participants will be audio recorded also with the full consent of the participant (Refer to
Appendix D).
Participants
The participants of this study consisted of three volunteers from the Befrienders
Kuala Lumpur who were obtained through purposive sampling method and have had much
experience in this field, where a permission letter is sent to the Befrienders Kuala Lumpur.
The participants will be above the age of 21 but they must have had more than a year of
experience as a Helpline counsellor. However, there is no restriction to the ethnicity of the
participant as he or she may be from all walks of life. The participant must be able to

Helpline Counsellors

converse and comprehend English very well as the interview and this study will be conducted
in English. The participants will be obtained firstly by sending out an e-mail to the
Befrienders head office introducing my study and to request permission to conduct an
interview with three members of the Befrienders (Refer to Appendix B). Finally, the
interview will be conducted at Befrienders located at Petaling Jaya.
Data Analysis
In the study of the lived experience of helpline counsellors I will be using
transcendental phenomenology and thus the data will be analysed using thematic analysis.
According to Kvale and Brinkman (2009) there is a seven step of an interview inquiry report
which can be used to achieve a coherent sequence of thematic analysis until the core essence
of each interview is achieved. After listening to the audio recording for numerous times, the
transcribed field notes should be re-read several times in order to obtain sense of the whole
data (Agar, 1980). However, this phenomenological analysis would require me to use
bracketing to ensure that my own personal beliefs do not affect my ability to analyse the data
with a blank slate.
Next, a list of significant statements that will be found in the audio recording and
the transcribed field notes will be listed down. The significant statements listed out will then
be grouped into a much larger pool of information until the common theme between these
statements are derived. A textural description is used to encompass what the participant has
experienced as a Helpline Counsellor (Moustakas, 1994). Next are the participants
description of to how their experience happened would capture the structural description of
how the participant felt in context to the phenomenon experienced. This would bring about
the ecological validity of the how the environment and the natural setting of the participant in
the phone room where they answer distress calls.

Helpline Counsellors

10

The final stage of data analysis is when all the information is pooled together
where the thematic analysis of significant statements, the textural description and the
structural description brings about the essence of the Befrienders experience as a Helpline
Counsellor.
Data Modification
In any type of study, triangulation is important where information is gathered
from individuals under the similar situation and also through past research. In my study I
would use multiple forms of research articles to give validity to the statements of my
participants. By using triangulation, the study would be more valid as more than one person
has experienced it.
Furthermore, member checking is crucial in order to ensure that all the data
obtained and transcribed is correct (Lincoln & Guba, 1985). This is when I will provide a
sample of my research paper to all the participants to ensure that all the information written is
not falsified. Participants play a great role in a study and it is important that they are aware of
the critical observations incorporated in my study (Stake, 1995).

Helpline Counsellors

11

References
Agar, M. H. (1980). The professional stranger: An informal introduction to ethnography. San
Diego. CA: Academic Press.
Anderson, S., & Hasler, J. C. (1979). Counselling in general practice. J R Coll Gen
Pract. 1979 Jun;29(203):352356. Retrieved from:
http://www.ncbi.nlm.nih.gov/pmc/articles/PMC1711269/
Befrienders Worldwide. (2011). Get Involved. Retrieved from:
http://www.befrienders.org/get-involved
Bachelor, A., & Hovarth, A. (1999). Chapter 5: The therapeutic Relationship. In M. A.
Hubble, B. L., Duncan, & S. D. Miller, (Eds.) (1999). The Heart and Soul of
change: What works in therapy. (pp. 133-178). Washington, DC: American
Psychological Association.
Bates, Y. (Ed.). (2006). Shouldnt I be feeling better now? Client views on therapy. (pp. 237240). London: Palgrave Macmillan.
Creswell, J. W. (1994). Research design: qualitative and quantitative approaches. Thousand
Oaks, CA: Sage.
Creswell, J. W., & Miller, D. L. (2000). Determining validity in qualitative inquiry. Theory
Into Practice, 39, 124-130.
Creswell. J. W. (2007). Qualitative inquiry and research design: Choosing among five
approaches (2nd edition). Thousand Oaks: SAGE publications.
Compos,

B.

(2006).

hitchhikers

guide

to

telepsychology.

https://www.psychology.org.au/publication/inpsych/hitchhiker/

Retrieved

from:

Helpline Counsellors

12

Collins, K. & O Cathain, A. (2003). The continuum of patient satisfaction: from satisfied to
very satisfied. Social Science and Medicine, 57(12), pp. 2465-2470. Retrieved
from: http://shura.shu.ac.uk/291/
Caruso.D., (1993). I want to kill myself: A suicide survivor shares her suicidal feelings and
suicide

attempt.

Retrieved

from:

http://www.suicide.org/suicidal-suicide-

survivor.html
Ely, M., Aznul, M., Friedman, T., Garner, D., & Steinmetz, A. C. (1991). Doing Qualitative
Research.: Circles within circles. (157-163). New York: Falmer Press.
Figley, C. (2002). Compassion fatigue: Psychotherapists' Chronic lack of self-care. Journal of
Clinical Psychology, vol, 58(11), 1433-1441.
Gross, P. R. (1994). A pilot study of the contribution to burnout in Salvation Army Officers.
Work & Stress, 8, 68-74.
Hornblow, A. R (1986) Does telephone counselling have preventative value? Australian
& New Zealand Journal of Psychiatry, (23-28). Vol. 20, 23- 28. Doi:
10.3109/00048678609158861).
Jung, C. G. (1961). Memories, Dreams, Reflections. London: Fontana Press.
Johnson, R. B., & Onwuegbuzie, A. J. (2004). Mixed Methods Research: A research
paradigm whose time has come. Educational Researcher, 33(7), 14-26. Retreived
from:
King, R., Bambling, M., Reid, W., & Wegner, K. (2008). Online counselling: The experience
of counsellors providing synchronous single-session counselling to young people.

Helpline Counsellors

13

Counselling and Psychotherapy Research, 8, 110 - 116. Retrieved from:

http://www.palgrave.com/PDFs/9781137351685.pdf
Kvale, S., & Brinkman, S. (2009). Interviews: Learning the craft of qualitative research
interviewing. Retreived from:
http://eurosphere.uib.no/knowledgebase/workingpapers.htm
Lincoln, Y. S., & Guba, E. G.. (1985). Naturalistic inquiry. Beverly Hills, CA: Sage.
Littman, R. E., Farberow, N. L., Sheneidman, E. S., Heilig, S. M., & Kramer, J. A.
(1965).Suicide-prevention telephone service. Journal of the American Medical
Associaiton, 192, 107-111. Retrieved from:
http://archpsyc.jamanetwork.com/article.aspx?articleid=490259
Lester, D. (1997). The effectiveness of suicide prevention centres. Suicide and Lifethreatening behavior, 27, pp. 304-310. Retrieved from:
http://www.hopeline.com/pdf/Goulds%20Evaluation%20of%20the%20Hopeline.
pdf
McClelland, D. C. (1987). Human motivation: Cambridge University Press. Retrieved from:
http://portal.hss.ntu.edu.sg/joycepang/text/Pang%20Achievement%20Motive%20
2010.pdf
Maslow, A. H. (1943). A theory of human motivation. Psychological Review, 50, pp. 370396. Retrieved from: http://psychclassics.yorku.ca/Maslow/motivation.htm
Manen, M. V. (2007). Phenomenology of practice. Phenomenology & Practice, 1(1), pp. 1130.

Retrieved

from:

http://www.maxvanmanen.com/files/2011/04/2007-

Phenomenology-of-Practice.pdf

Helpline Counsellors

14

McCann, I., & Pearlman, L. (1990). Vicarious traumatization: A framework for

understanding the psychological effects of working with victims. Journal of
Traumatic Stress. 3, 131-139. Retrieved from:
https://www.uleth.ca/dspace/bitstream/handle/10133/205/MQ83779.pdf?seque=3
McCann, I., & Saakvitne, K., (1996). Transforming the pain: A workbook on vicarious
traumatization. New York. W.W. Norton.
Moustakas, C. (1994). Phenomenological research methods. Thousand Oaks, CA: Sage.
Pearlman, L., & Saakvitne, K. (1995). Trauma and the therapist: Countertransference and
vicarious traumatization in psychotherapy with incest survivors. American
Psychological Journal, 25(1), pp. 26-35). Retrieved from: .
http://www.riskingconnection.com/rc_website/rc_pdfs/Saakvitne-1.pdf
Rao, V., & Woolcock, M. (2003). Integrating qualitative and quantitative approaches in
program evaluation. In F. J. Bourguignon and L. P. da Silva, (Ed). The impact of
economic policies on poverty and income distribution; evaluation techniques and
tools. ( pp. 162-190). New York: Oxford University Press.
Stake, R, (1995). The art of case study research. Thousand Oaks, CA: Sage.
Shaffer, J.B., Garland, A., Gould, M., Fisher, P., & Trautman, P. (1988) Preventing teenage
suicide: A critical review. Journal of the American Academy of Child and
Adolescent Psychiatry, 27, 675-687.
Tyler. L, E., (1969). The work of the counsellor, 3rd ed. New York: Appleton Century Crofts.

Helpline Counsellors

15

Vallentine, P., Jakob, L., Holland, W., Batt, G. 92008). Coming full circle: getting most out
of an evaluation to improve service delivery. Paper delivered at Behavioral
research conference, Melbourne. Victoria.
Wilson, J. P. & Lindy, J. D. (1999). Empathic strain and countertransference. In M.J.
Horowitz (Ed.), Essential papers on posttraumatic stress disorder, (pp. 518
544). NewYork: NewYork University Press.
Williams, C. (1989). Empathy and burnout in male and female helping professionals.
Research

in

Nursing

and

Health,

12,

169-178.

http://www.rug.nl/staff/n.van.yperen/23_jasp_1992.pdf

Retrieved

from:

Helpline Counsellors

16

Appendix A
Guided Questions
The following shows the researchers guide questions that will be asked during the interview
with the participants.
1. What were the feelings you experienced during your first distress call?
2. What emotions were you experiencing while answering a distressed call?
3. What made you decide to join Befriender to become a helpline counsellor?
4. What was the central reason that made you continue as a helpline counsellor at
Befrienders after one year?
5. What were the personal changes you discovered about yourself (e.g. behavior,
attitude, the way you view the world) after becoming a helpline counsellor?
6. What is your opinion on how society views helpline centres?
7. As a helpline counsellor what message would you like to tell the world about your
service?

Helpline Counsellors

17

Appendix B
Organization Authorization Letter
The following content is the text of the letter that was sent to the befrienders organization.
The contents of this letter have expressed a desire to participate in this research and to seek
permission to contact their members as potential individual participants:
To the Befrienders Helpline Organization Malaysia:
I Sharanya A/P Komahan, am a student at HELP University studying the Bachelor for
Psychology degree in Malaysia, under the supervision of Miss Teresita Mortel-Gutierrez and
Miss Bawany Chinapan. I am currently conducting a research on the lived experience of
helpline counsellors. To be more precise, I am seeking permission to visit the befrienders
organization at Petaling Jaya and approach the volunteers present there. I am seeking to
develop an understanding of both structural and textural aspect of the life as a helpline
counsellor obtained from the rich and in-depth information received from the participants.
The objective of this study is to create awareness to society of the importance of helpline
counsellors and the crucial need of an individual who will be able to lend an ear at times of
distress. This study aims to gather as much information from the helpline counsellor about
the necessity of understanding the emotionally affected individuals of the society and give
them ability to bloom into a new leaf with much positive personality.
If your helpline centre agrees to participate in this research, I will plan to conduct a number
of interviews with three of your helpline volunteers. These helpline volunteers should ideally
be above the age of 21 and has, had more than a year experience at the befrienders helpline.
The participant need not be a Malaysian or from any specific ethnicity but must be able to
converse and comprehend well in English. This is because, in order to gather substantial
information, the individual must had vast experience as a helpline volunteer as he or she
would have a better cognitive comprehension compared to an individual who only has been a
volunteer for a few months. Nevertheless, your helpline organization is not obligated to
participate in this study. In addition, the name of your organization and all the individual
participants will be kept confidential where, only the researchers have access to; unless, the
organization explicitly gives permission to use the organizations name in presentations and
in the written report.
The befrienders organization is given the opportunity to view the detailed information about
the research and the proposed interviews that will be conducted. In the case that your
organization is keen to know, I would be more than willing to send you a copy in the means
of post or as a PDF file by email. Should your befrienders organization decide that your
organization is willing to participate in this research and has fully understood the aim of this
research, I politely request that you complete and sign this authorization from. Please keep
one copy for yourself, and return one copy to me. Thank you for your kind consideration.

Helpline Counsellors
I,
in my role as
behalf of
(organization
name
here)
permission to use our organization and all of its members as described above.

Signed:

Date:

18
on
grant

Helpline Counsellors

19

Appendix C
Informed Consent
The Helpline Counsellors Living Amongst Us
Dear Participants,
This consent letter is received by you because you have been invited to participate in a
qualitative research conducted by myself; the researcher, an undergraduate student enrolled in
the Bachelor of Psychology program at Help University undertaking PSY 106 Introduction to
Qualitative Research subject this semester. You are highly encouraged to read the description
of my research paper before you decide on whether to participate in this study. In order to
be a participant in this study, you must be above the age of 21 but must have had more
than a year of experience as a Helpline counsellor. However, there are no restrictions to
the ethnicity of the participant as he or she may be from all walks of life and may be a
Malaysian citizen or a non-Malaysian citizen. The participant must be able to converse
and comprehend English very well as the interview and this study will be conducted in
English. Participants are discouraged from disclosing any information of this study to
external parties to ensure the effectiveness of the researchers study.
Description:
This research is entitled: The helpline counsellors living amongst us. The essential purpose
of this research is to explore and discover the lived experience of helpline counsellors. This
study aims to understand the life of helpline counsellor and to create awareness in society of
the importance of helpline counsellors services.
What will be done:
If you have agreed to participate in this study, you will first be asked to fill up the consent
form to audio record. After that you will be asked a few questions by the researcher using a
permissible guided question. The one to one interview will take place in the rooms used for
face to face counselling at Befrienders Kuala Lumpur. This interview will take up to one hour
to complete. A follow up interview would be arranged if necessary.
Risks and discomfort:
During the interview, you may experience a minimal amount of fatigue as this interview
requires you answer a series of question. This interview may be conducted either before your
volunteer slot or after your volunteer slots. Regardless, you will experience fatigue for being
at the befrienders centre for too long. However, if in the case of extreme exhaustion or
inability to finish the interview, you may terminate your participation. As a participant you
have the right to withdraw and no action will be taken over you. If you experience any
discomfort, please do contact the Centre for Psychological and Counselling Services (CPCS)
of Help University College at 03-20961212 to make an appointment.

Helpline Counsellors

20

Confidentiality:
As a researcher, you and your experiences are much respected. Therefore, all the information
and detail obtained from the interview session would be highly confidential whereby only I
and my supervisors would have access to. Congruently, none of the information obtained
through this research will identify you by name which would be replaced with a pseudo
name. We would be very grateful if you would allow me use to your date for the benefits of
this study. In addition, this study will be released for a conference presentation or publication
if and only if, you have given permission to do so.
Withdrawal:
The participant in this study is fundamentally voluntary. Therefore, you have the right to
withdraw even after deciding to participate in this study. There will not be any action taken
upon you throughout this course. However, if you may wish to terminate your participation,
please do inform the researcher immediately. Below is the researcher you may inform to.
Rights and complaints:
During the interview or study if you have had any doubts or complains to make please do
contact my supervisors. You may contact them anonymously if you prefer, and voice out
your doubts and dissatisfaction towards the way the interview was conducted.
Full name: Ms. Teresita Mortel Gutierrez
Email address: teresitamg@help.edu.my
Full name: Ms. Bawany Chinapan
Email address: bawanyc@help.edu.my
This research has been reviewed and approved by the Ethics Review Board,
Department of Psychology, Faculty of Behavioral Science, Help University. For
research related problems or questions regarding participants rights, you may contact:
Chairperson
Ethics Review Board
Department of Psychology
Faculty of Behavioral Science
Help University College
BZ-2 Pusat Bandar Damansara
50490 Kuala Lumpur, Malaysia
Phone: 03-27112000

Helpline Counsellors

21

I have read and understand the statement above, and have been briefed on the research
procedures. I have been given the opportunity to ask any questions regarding this
research and I am satisfied with the response given. I voluntarily participate in this
research and I understand that I can terminate my participation at any point without
any adverse consequences. I have been given a copy of the consent form.

___________________

_____________

Signature of participant

Date

Researcher:
Sharanya A/P Komahan

ksharanya@ymail.com

Supervisors:
Ms. Teresita Mortel Gutierrez

teresitamg@help.edu.my

Ms. Bawany Chinapan

bawanyc@help.edu.my

Helpline Counsellors

22

Appendix D
Informed consent for audio recording and transcription
The Helpline Counsellors Living Amongst Us
Dear Participants,
Your participation in this study is very much appreciated. If at all you have any further
enquiries please do not hesitate to approach the researchers. In order to take part in this study
you must be above the age of 21 years old. You may be a Malaysian citizen or non-Malaysian
citizen. However, you must be a volunteer at any helpline and has more than one year of
experience as a helpline counsellor. However, you must be able to comprehend and converse
in English.
In this study, the use of audio recording will be present from the beginning of the study until
the end. Your name and other identifying information will be associated with the audio
recording or the transcript. Only the researchers of this study will have access to this audio
recording and will be the only individuals who will be listening to the recording in a closed
and isolated environment. The information obtained from the recording will be transcribed by
the researcher and you will be able to review to, to ensure that no details were forged or
incorrect. The whole transcript or part of it from your interview will be used in presentations
and/or written reports for this study. However, neither your name nor any other information
that may identify you will be present during the presentation or writing of the report. This
audio recording will be kept safely by the researchers.
By signing this form, I am allowing the researcher to audio record me during the
interview session as a part of this research.

Signature of participant

Date

Please sign both consent forms and keep one copy for yourself.