Do call takers answer the phone, giving their name? Is it their own name or one used in their work role? How does this affect the relationship with the caller?
Different helplines obviously have different policies, based on different needs and purpose.
For some helplines the maintenance of a no names policy is very important.
For others this can seem strange; names are seen as friendly and personal, they help bond and reinforce relationships. They can also seem to make the contact more identifiable – should the user wish to complain, or come back again for another reason, they believe they can ask for a specific person and expect to hear the same voice with knowledge about the helpline user to hand.
Many users of third sector helplines are incredibly lonely and vulnerable. They long for human contact and human bond. But that must be a bond with the service – and then probably would not be expected to be on going over months and years. This is perhaps the situation where names are used least? That little bit of personal one to one knowledge completely changes the dynamic of the relationship, it makes it personal and individual, and whilst for the helpline user that might very well meet their emotional need it will create no end of problems for the helpline in question with dropped calls whilst the chosen voice is sought, unless there is a policy of transferring calls.
What happens when the caller decides to give the worker a name – should this too not be discouraged, though often if the caller has decided on a name there is little that can be done about it apart from repeating the no names policy and ignoring any nick name. It is the dependant caller who needs to make up the nick names.
So what are the consequences when names are given? Does it follow that the caller is given information as to when that worker will be available? A sure way to encourage dropped and silent calls and instant hang ups. And when the worker goes on holiday, leaves, or is just not there when expected to be? Surely that creates a whole additional range of distress for the caller if they have not been encouraged to talk to all/any/every call taker who answers the phone.
Having a clear policy on names must be included in every helplines policy and protocols document, and each helpline needs to have a clear position understood and accepted by all helpline workers, and they need the words to explain this without causing upset to helpline workers.