Analysis on the Characteristics of Callers of Psychological Aid Hotline in Suzhou City

Abstract

Objective: To study the relationship between caller characteristics and counseling content of Suzhou psychological aid hotline through the analysis of caller data and content during the ten years. Methods: 13685 incoming calls with complete information in Suzhou psychological assistance hotline from January 2010 to November 2020 were selected as the research objects. After basic information screening and data analysis, chi-square test and Phi related data analysis were performed. Results: 1. Psychological hotline calls mainly focus on marriage and family (30%), love emotion (28%), mental psychology (22%), while work and interpersonal relationship (10%) and study and education (10%) call less. There is a significant correlation between call types and gender, educational background and marital status (P < 0.001). In contrast, women are more inclined to consult marriage and family problems and love and emotional problems, while men are more inclined to consult work and interpersonal problems; 2. The improvement of academic qualifications and the number of marriage and family consultations show a negative growth trend; At the junior college and undergraduate levels, the number of consultations on love and emotional issues is the highest (35%), and at the master's and doctoral levels, the number of consultations on learning and education is the highest (28%); 3. There are seasonal fluctuations in the incoming telegram of the hotline, with higher incoming telegram in the first and fourth quarters (32%, 29%) and lower incoming telegram in the second and third quarters (18%, 21%).Conclusion: 1. The seasonal changes in the number of incoming calls are consistent with the theory of seasonal emotional disorder. 2. In comparison, men are more inclined to call at night, and tend to consult work and interpersonal problems; Women, on the other hand, tend to call during the day and consult more about marriage, family and love, which is consistent with the gender theory; 3. With the improvement of educational level, the amount of consultation on marriage and family issues decreases, while the amount of consultation on learning and education issues increases. This means that highly educated people may have fewer problems in family relations, while problems in educational pressure may be more and more difficult to solve.