【作者】 吴才智； 任志洪； 江光荣；

【Author】 WU Caizhi;REN Zhihong;JIANG Guangrong;School of Psychology, Central China Normal University;

【机构】 华中师范大学心理学院；

【摘要】 2020年新冠疫情期间,教育部依托华中师范大学已有工作资源,设立教育部华中师范大学心理援助热线平台,面向湖北及全国大众、海外华人华侨、留学生等提供24小时抗疫心理援助热线公益服务。该平台在高峰时有近1700名咨询师上线值班。鉴于多数咨询师并非出自学历教育、理论基础与实践操作技能可能存在不足,疫情心理热线有时间限制、文字咨询方式有难度,对咨询师挑战大,疫情期间咨询师本身也不能免于感染风险、更容易耗竭,咨询师需要及时提供督导;同样的,督导师也非出自学历教育,也需要定期提供督导的督导。平台因此设计了三层督导架构,第一层是咨询师,直接面向社会大众提供心理援助服务;第二层是督导师,定期为咨询师提供督导;第三层是资深督导师,定期为督导师提供督导的督导。注册系统湖北心理援助督导组全面负责教育部华中师大心理援助热线的督导管理与运行工作。为保障督导质量,提升专业性,督导组一方面注重质量控制,把好各类人员入选关,由专家工作组审定标准;审核各种专业工作方案;另一方面,规范过程管理,如督导前签署协议,督导中全程记录,督导后填写反馈,设立督导投诉信箱等。实践证明,该督导设计比较切合实际,运行效果良好。截止7月底,该平台累计完成各类督导超过23000人次;受督者对督导的满意度平均9分以上。更多还原

【Abstract】 During the epidemic of COVID-19 in 2020, Ministry of Education, relying on the existing working resources of Central China Normal University, set up the MOE-CCNU Mental Health Service Platform to provide24-hour anti-epidemic psychological hotline service voluntarily to the Hubei and the national public, overseas Chinese, international students and so on. The platform has nearly 1,700 counselors on duty at peak hours. Given the non-academic education of most counselors, their theoretical foundation and practical skills may be inadequate.Moreover, the counseling time of one-session psychological hotline is limit, text counseling is difficult and challenging for counselors, and the counselors themselves were at risk of infection during the epidemic. Therefore,they need supervision timely in order to avoid exhaustion. Similarly, supervisors who have not received academic educations also need regular supervision(supervision of supervisors). Therefore, the platform designed a three-layer supervision structure: the first layer is the counselor, who provides psychological assistance services directly to the public; the second layer is the supervisor, who provides regular supervision to the counselor; and the third layer is the senior supervisor, who provides regular supervision to the supervisor. The registered system Hubei psychological assistance supervision team is fully responsible for the supervision management and operation of the MOE-CCNU Mental Health Service Platform. In order to ensure the quality of supervision and enhance professionalism, on the one hand, the supervision team pays attention to quality control, ensuring the competence of all counselors through validating the standards and reviewing various professional work programs. On the other hand, the supervision team is responsible for standardizing process management, such as signing an agreement before supervision, keeping full records during supervision, filling in the feedback after supervision, establishing supervision complaints mailbox, and so on. It has been proved that the supervision structure is practical and works well. By the end of July, the platform has completed more than 23,000 person-times of various kinds of supervision and the supervisee’s satisfaction with the supervision is above 9 points on average.更多还原