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: 2128864
• 负责人: Mark Cutkosky
• 金额: $ 3.7万
• 依托单位: Stanford University
• 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 2022-09-30
• 项目状态: 已结题
• 来源: https://www.nsf.gov/awardsearch/showAward?AWD_ID=2128864&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.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.

该规划拨款的长期目标是创建评估和信息学工具，使危机热线工作人员 (CLW) 能够自我监控、发展技能并更好地管理他们的个人福祉和咨询绩效。咨询热线是非正式的重要组成部分。事实证明，此类服务可有效减少绝望感、心理痛苦和自杀倾向。研究发现，18-24 岁的青少年和学生尤其容易经历这些心理问题，从而导致自杀倾向。全国大学校园的心理健康问题日益严重，同时，工作性质使 CLW 自身面临职业倦怠、继发性创伤压力和同情疲劳的高风险，反过来，这种痛苦也会影响 CLW 的工作表现。为 CLW 和依赖他们的客户造成痛苦和脆弱的循环。我们的范围是校园和校园附近的危机热线组织 (CLO) 以及负责管理大学生心理健康需求的 CLW。该项目的见解可以改善涉及高压力、高风险工作的更广泛环境下的工人福利、工作绩效和客户福利，这些工作采用信息通信技术为需要支持的客户提供服务。该议程与 FW-HTF 给出的目标紧密结合。具体来说，虽然 CLO 传统上通过为员工提供培训计划来管理实体呼叫中心，但许多新服务允许 CLW 进行在线培训、在家进行现场通信以及更灵活地自定义时间表。此外，我们与 CLO 合作伙伴的初步互动表明，校园咨询中心正在从随叫随到的人员配置转向将危机热线支持外包给提供全天候服务和咨询师根据需要跟进的互动报告的供应商。危机服务最初仅限于电话，现在越来越多地通过现代信息通信技术（包括短信和网络应用程序）提供，最后，此类平台越来越多地利用“更智能”的功能来自动响应或帮助分类通信。正在影响危机热线工作的实践以及由于新兴技术增强或取代 CLW 工作的各个方面而对工作人员期望的技能 在高水平上，我们的工作将为 CLO 和最有可能接受的重点领域以及监测技术和干预措施的类型提供信息。该项目汇集了多个学科，包括以人为本的设计、计算机科学和人机交互、传播科学和社会行为以及心理健康评估和干预。目标趋同。首先，培养与 CLO 的关系并开展需求调查活动，我们将加深对 CLW 的工作环境、经验、风险和需求的了解。其次，这一发现阶段将为 CLW 的自我监控和自我护理工具的设计带来影响。 ，与 CLW 的迭代联合设计将确定并启动响应这些要求的有效解决方案（例如信息学、干预措施）的形成性开发，并阐明这些工具可能对 CLW 个人产生的潜在影响总体而言，该项目将巩固在 FW-HTF-R 提案层面进行研究所需的团队、合作伙伴关系和基础知识。该项目由 Future 资助。人类技术前沿跨部门计划的工作，通过推进与人类工人和谐相处的智能工作技术的设计，促进对工作环境中相互依存的人类技术伙伴关系的更深入的基本理解。该奖项是 NSF 的法定使命，并已被被视为值得通过使用基金会的智力优势和更广泛的影响审查标准进行评估来提供支持。