Collaborative Research: FW-HTF-P: Supporting future crisis line work through the inclusive design of worker-facing tools that empower self-management of wellbeing and performance

合作研究：FW-HTF-P：通过面向工人的工具的包容性设计来支持未来的危机热线工作，这些工具能够实现福祉和绩效的自我管理

• 批准号: 2128863
• 负责人: Elizabeth Murnane
• 金额: $ 3.7万
• 依托单位: Dartmouth College
• 依托单位国家: 美国
• 项目类别: Standard Grant
• 财政年份: 2021
• 资助国家: 美国
• 起止时间: 2021-10-01 至 2023-02-28
• 项目状态: 已结题
• 来源: https://www.nsf.gov/awardsearch/showAward?AWD_ID=2128863&HistoricalAwards=false
• 关键词: Collaborative; Research; FW; HTF; Supporting

This planning grant’s long-term aim is to create assessment and informatics tools that empower Crisis Line Workers (CLWs) to self-monitor, develop skills, and better manage both their personal wellbeing and counseling performance. Counseling hotlines are a critical part of the informal healthcare system, providing immediate mental health support through telephone or text messaging. Such services have proven effective at decreasing hopelessness, psychological pain, and suicidality. Research finds 18–24 year olds and students disproportionately experience these psychological issues, contributing to a recognized escalation in mental health problems on college campuses nationwide. At the same time, the nature of the work puts CLWs themselves at high risk of burnout, secondary traumatic stress, and compassion fatigue. In turn, such distress negatively impacts CLWs' job performance, creating a cycle of distress and vulnerability for both CLWs and the clients who depend on them. Our scope is campus and campus-adjacent crisis line organizations (CLOs) and CLWs who manage the underserved mental health needs of college populations. Insights from this project could improve worker welfare, job performance, and client welfare for broader contexts involving high-stress, high-stakes work that employs information communication technology to serve clients in need of support. This agenda tightly aligns with FW-HTF objectives given recent shifts in future crisis line work, workers, and technology. Specifically, while CLOs traditionally managed physical call centers with training programs for workers, many new services allow CLWs to train online, field communications from home, and more flexibly self-define schedules. Further, our initial interactions with CLO partners indicate campus counseling centers are moving away from on-call staffing to outsourcing crisis line support to vendors that provide around-the-clock services and interaction reports that counselors follow up on as needed. In addition, while originally limited to telephone calls, crisis services are increasingly being delivered through modern information communication technologies, including text messaging and web applications. Finally, “smarter” features are increasingly being utilized within such platforms to automate responses or help triage communication. Together, these changes are impacting the practices of crisis line work as well as the skills expected of workers due to emerging technologies augmenting or replacing various aspects of CLWs’ efforts. At a high level, our work will inform focus areas as well as the types of monitoring technologies and interventions most likely to be accepted by CLOs and CLWs toward improving their wellbeing and welfare.This project brings together several disciplines, including human-centered design, computer science and human-computer interaction, communication sciences and social behavior, and mental health assessment and intervention. The investigator team is structured to achieve multiple convergent goals. First, by cultivating relationships with CLOs and undertaking needfinding engagements, we will deepen understanding of CLWs’ work circumstances, experiences, risks, and needs. Second, this discovery phase will produce design implications for self-monitoring and self-care tools for CLWs. Third, iterative co-design with CLWs will identify and initiate formative development of effective solutions (e.g., informatics, interventions) responsive to these requirements and clarify the potential impacts such tools can have on CLW personal wellbeing and professional practices and, in turn, client welfare. Overall, this project will solidify the team, partnerships, and foundational knowledge needed to pursue research at the level of a FW-HTF-R proposal. This project has been funded by the Future of Work at the Human-Technology Frontier cross-directorate program to promote deeper basic understanding of the interdependent human-technology partnership in work contexts by advancing design of intelligent work technologies that operate in harmony with human workers.3. COVID contingency plan: Given the nature of our multi-institutional collaboration, most meetings of the research team will be held online via institutional Zoom accounts. We plan to make access to data, sharing of internal prototypes, and setting up of computing infrastructure easily shareable online and across institutions from the beginning of the project using Github repositories and cloud-based services such as Amazon Web Services. In the case of COVID-related limitations on openings and access, outreach efforts to CLWs and CLOs can proceed remotely using web-based video conferencing tools available to them, such as Zoom, Google Meet, FaceTime, and Skype. While needfinding would ideally occur in-the-field, these and other remote collaboration tools (e.g., Mural, Figma) afford us the ability to observe and interview partners from their work locations, share low-fidelity mockups, and even collect annotations and other input online. For example, using Zoom remote control would allow users to interact with prototype software running in an emulator without having to deploy software remotely. More advanced informatics tools can be developed and tested remotely by incorporating features that allow real-time or after-the-fact collection of data relating to the conditions of their use.This award reflects NSF's statutory mission and has been deemed worthy of support through evaluation using the Foundation's intellectual merit and broader impacts review criteria.

这项计划赠款的长期目标是创建评估和信息信息工具，使危机线工人（CLW）能够自我监测，发展技能，并更好地管理其个人福祉和咨询表现。咨询热线是非正式医疗保健系统的关键部分，通过电话或文本消息提供即时的心理健康支持。事实证明，这种服务有效地减少了绝望，心理痛苦和自杀性。研究发现18-24岁的学生和学生不成比例地经历了这些心理问题，这导致全国大学校园的心理健康问题的公认升级。同时，工作的性质使CLW自己处于倦怠，次要创伤压力和同情疲劳的高风险。反过来，这种困扰会对CLW的工作绩效产生负面影响，从而为CLW和依赖他们的客户带来了困扰和脆弱性的循环。我们的范围是校园和校园危机线组织（CLOS）和管理大学人口服务不足的心理健康需求的CLW。该项目的见解可以改善工人福利，工作绩效和客户福利，以涉及更广泛的环境，涉及高压力，高风险的工作，这些工作采用信息通信技术来为需要支持的客户提供服务。鉴于未来危机线工作，工人和技术的最新变化，该Agernda与FW-HTF目标紧密相吻合。具体而言，尽管CLOS传统上管理的物理呼叫中心通过为工人提供培训计划，但许多新服务使CLW可以在线培训，在家中进行现场通信以及更灵活的自我定义时间表。此外，我们与CLO合作伙伴的最初互动表明，校园咨询中心正在从候选人员配置转变为外包危机线支持，向供应商提供了提供全天候服务和互动报告的供应商，这些报告会根据需要进行跟进。此外，虽然最初仅限于电话，但通过现代信息通信技术（包括文本消息传递和Web应用程序）越来越多地提供危机服务。最后，在此类平台中越来越多地利用“智能”功能来自动化响应或帮助分类沟通。这些变化共同影响了危机线工作的实践，以及由于新兴技术增强或替代CLWS努力的各个方面而导致的工人所期望的技能。在很高的水平上，我们的工作将为重点领域以及监测技术和干预措施的类型提供依据，而CLOS和CLW最有可能接受改善其福祉和福利。该项目将以人为中心的设计，计算机科学以及人为互动，沟通科学以及社会行为，以及心理健康以及心理健康评估和干预措施汇集了几个学科。调查员团队的结构是实现多个收敛目标。首先，通过与关闭的关系并实现需求协商，我们将加深对Clws的工作环境，经验，风险和需求的了解。其次，这个发现阶段将对CLW的自我监控和自我保健工具产生设计影响。第三，与CLWS的迭代共同设计将确定并启动有效解决方案的形成性开发（例如，信息，干预措施），响应这些要求，并明确这种工具对CLW个人健康和专业实践的潜在影响，以及客户福利。总体而言，该项目将巩固在FW-HTF-R提案层面进行研究所需的团队，伙伴关系和基础知识。该项目是由人类技术边界跨领域的工作未来资助的，旨在通过推进与人类工人和谐相处的智能工作技术的设计，从而促进对工作环境中相互依存的人类技术合作伙伴关系的更深入的基本理解。3。 COVID应急计划：鉴于我们多机构合作的性质，研究团队的大多数会议都将通过机构变焦帐户在线举行。我们计划从项目开头，使用GitHub存储库和基于云的服务（例如Amazon Web Services），从项目开头开始访问数据，共享内部原型以及在网上和机构之间易于共享的计算基础架构。在开放和访问访问方面的共同限制的情况下，对CLW和CLOS的外展工作可以使用基于Web的基于Web的视频会议工具进行远程进行，例如Zoom，Google Meet，FaceTime，FaceTime和Skype。尽管理想情况下需要进行需求调查，但这些和其他远程协作工具（例如壁画，无花果）使我们能够从他们的工作地点观察和采访合作伙伴，共享低保真模型，甚至收集注释和其他在线输入。例如，使用缩放遥控器将允许用户与在模拟器中运行的原型软件进行交互，而无需远程部署软件。可以通过纳入允许实时或事后收集与其使用条件的数据收集的功能来开发和测试更先进的信息工具。该奖项反映了NSF的法定任务，并被认为是通过基金会的智力优点和更广泛影响的评估标准通过评估而被视为珍贵的支持。