Telephone support by elderly volunteers to inner-city children

Abstract

This study describes the “Grandma Please” program, an after-school help line that uses elderly volunteers as telephone counselors for inner-city children. We analyzed phone records of 4,678 calls made to the “Grandma Please” program, and interviewed callers, noncallers, and volunteers of the phone line. Below we discuss four key areas that have not been previously examined in children's phone line literature. First, we found that inner-city children, especially older girls, benefitted from utilization of the program. Girls were more likely to call the phone line, more likely to discuss high levels of interpersonal and school problems, and more likely to receive support from the “Grandmas.” Second, we found high rates of children's positive events and accomplishments (i.e., uplifts) in the phone records. Children who report positive events and accomplishments and receive adult approval gain important, often overlooked, components of social support. Third, our interviewed sample of children who had never called “Grandma Please” indicated that a lack of information and not perceiving a need for assistance were prime reasons for not using the phone line. Fourth, we examined characteristics of the elderly volunteers who talked to the children. We found that volunteers were utilized regardless of health or financial status as they participated within their own homes. Elderly volunteers, including frail elderly, also rated the program highly and expressed their satisfaction and enjoyment in interacting with children. This study indicates that intergenerational, interracial telephone contact can provide support for two at-risk groups: inner-city children and the elderly. © 1996 John Wiley & Sons, Inc.