‘At Times it’s Too Difficult, it is Too Traumatic, it’s Too Much’: The Emotion Work of Domestic Abuse Helpline Staff During Covid-19
研究了英国家暴求助热线工作人员在新冠疫情期间因居家办公和求助电话激增而面临的情绪挑战，以及他们如何通过休闲活动和同事线上会议来应对焦虑、无助和内疚等情绪。
During the Covid-19 lockdowns, domestic abuse helpline staff (DAHS) in the UK faced both a shift from working in an office to working-from-home and an increased demand for their services. This meant that during Covid-19, DAHS faced an increase in traumatic calls, and all within their own homes. This article explores the emotions work of DAHS to manage and work through their work-related emotions during Covid-19. Drawing on semi-structured interviews with 11 UK-based DAHS, this article suggests that working-from-home during the Covid-19 lockdowns amplified emotions of anxiety, helplessness and guilt for DAHS alongside an evaporating emotional distance between work and home life. Engaging in leisure activities and increased online meetings with colleagues were emotion work practices that DAHS used to emotionally cope. This article demonstrates that emotion work fills in for, and masks, the structural insufficiencies of employer worker-wellbeing practices.