A new study looks at the success of the national Parents Anonymous Parent and Youth Helpline and asks how other hotlines can make a real connection with California families.

Researchers from Arizona State University and the University of Cincinnati are presenting the results June 9 at a sociology conference in Scotland.

Elizabeth Harris, faculty associate at Arizona State University and the study's co-author, said data show the helpline makes a measurable difference for callers.

“We have established very clearly that people who call that helpline do end the call feeling more solution-oriented, feeling more positive than they started out,” Harris explained. “And it's a 30-minute intervention.”

The study found it makes a big difference when counselors with master’s degrees answer the phone lines. They are trained in what’s called connective labor: creating the unique spark that happens when people see, hear and recognize each other in an authentic way.

People can reach the helpline at 855-427-2736 or visit NationalParentYouthHelpline.org.

Harris noted experts on the helpline take special care to make sure their referrals are well vetted.

“A huge amount of infrastructure work has to go into making sure that when people are referred to places, that they actually get help,” Harris emphasized. “Because there is no faster way to leave people frustrated than just turning them in circles.”

The peer-reviewed study has been published by the Design Research Society. The authors praised Parents Anonymous’ commitment to analyzing data from all calls in order to continuously improve the quality of service.

Source: Public News Service