Most likely, his name doesn’t even ring a bell, but Serafin Madrid is the man behind the creation of Hope Phone, in 1971 in Seville. It has just turned 48 years of existence one of the best known assistance resources in our country to attend, by means of a call, the needs of people of all kinds at a psychological and social level, especially. A support on the other end of the phone that, in most cases, it’s very comforting.
And that is why it was thought to use the telephone, an available resource in most homes in our country and which can be used at any place or time of day. On the other side, a group of volunteers and professionals to provide care and help in solving the most serious psychosocial conflicts. And they do 24 hours every day of the year.
Since then, such has been its reception that, throughout Spain, this non-profit association has 29 centers distributed, in addition to having signed collaboration agreements with similar associations in almost a dozen countries, both Europeans and America.
What will you find on the other end of the line?
According to data handled by the association itself, the profile of the person who calls this phone is usually women between the ages of 35 and 54 that mark, above all, the afternoons of Monday and Tuesday. On the other side is a group of volunteers who are prepared to offer a few words of encouragement, even if the only thing you are looking for is a while of conversation to alleviate the loneliness in which you live. In this sense, the calls that occur, especially in the night shift, respond to people who are more desperate and have a greater need to be heard.
What this counselor then does is listen to the problem or situation of that person to detect their needs in that crisis situation and help them to find possibilities to that discomfort. And everything is done with a attitude of respect total towards the user and towards what has caused that anguish, however minimal. A) Yes, in no case is questioned to the person who has called this service, nor is questioned, the problem is not advised, ridiculed or despised that he has told you.
Despite what one may think, they are not offered a magic solution, but they try to see and be aware of that which has led him to a desperate situation. Even in cases where an emergency problem is detected that requires you to a professional takes charge of the situation, that volunteer makes an appointment (always respecting anonymity) with a person with specific training in the matter who can help them even better.
But these volunteers don’t sit down the first day to take a call. Before they must pass a Training period Specific to learn techniques when communicating with the other person. Courses that focus, above all, on the knowledge of oneself and the personal growth. And, as those responsible for this service explain, if one is not well with himself, little will be able to support another person who trusts his fears and concerns.
In addition, another of the premises that must be met at all times is that the anonymity and privacy Calls to the Telephone of Hope are unwritten rules that are followed by both the caller and the person who answers after that number.
When people over 65 call
If the first words of an older person are heard on the other end of the phone line, most of your concerns are related to a lonely situation, especially when living in the city, or the burden suffered by caring for other people of much older age, as explained from the headquarters of the Telephone of Hope in Oviedo.
«85% of the calls are to be able to talk and share memories or a problem,» say the volunteers and professionals of this Asturian headquarters, who detail that the 14% of calls they receive is from people who have passed the 65-year-old barrier. And on the other side, a good part of those disinterested counselors, about a third, they are also the same age, making it easier for you feel empathy in front of problems of those older people.