Effectiveness of Help Lines among Sociopolitical Minorities: A View from Both Sides of the Line

Abstract

The purpose of this study was to evaluate the effectiveness of a 3-year help line project as an alternative modality of help among the Arab population living in Israel. Specifically, the authors examined the perception and experience of help among both users and service providers. The research sample consisted of 131 callers and 15 volunteers. Questionnaire items included the reason for and timing of the call, the degree of help received, and the extent of improvement in the problem. Findings show a significant improvement in the severity of the problem following the help line conversation. In addition, a significant majority of the callers reported that they would use the service again in the future and would recommend it to others.