Psychological Hotline for Social Workers: A Business Case

Kim Daniel Fabricius

Student thesis: Master thesis


Purpose: This thesis is a business case done for the company K-psykologisk Enhed. It aims to investigate the possibility of establishing a psychological hotline for social workers at KiF (Kriminalforsorgen i Frihed). Approach: The data collection consists of interviews with social workers and management from the two branches KiF Aalborg and KiF Nordsjælland. The thesis takes a phenomenological approach to the collection of data and later analysis. Theory on Emotional labour was used to discover the social workers’ problems of emotional impact in the work with clients. Theory on technology, more specifically, video conferencing, helped establish advantages and disadvantages of including emerging technologies in the psychological hotline. Findings: The social workers were greatly affected by emotional labour in their work with clients and used surface acting to hide their emotions. Furthermore, a paradox of emotional labour was found, as reluctance towards sharing client-related problems and showing too many emotions in front of colleagues, led to a reinforcement of emotional labour. They thus wanted a new external offer of supervision. The use of video conferencing in a psychological hotline was met with mixed feelings from the social workers. This seemed to be related to the little experience they had with the medium. Conclusion: Based on the interviews, though, it was not possible to make final conclusions on the use of video conferencing in the psychological hotline. It was concluded that the possibility of resolving the paradox of emotional labour proves an interesting perspective for the psychological hotline and one that should be investigated further. It could therefore be a great opportunity for K-psykologisk Enhed to continue a dialogue with the branches of financing of a hotline as a pilot project.

EducationsMSocSc in Management of Creative Business Processes , (Graduate Programme) Final Thesis
Publication date2016
Number of pages198