Specialist call handlers’ perspectives on providing help on a cancer helpline: A qualitative interview study

To identify call handlers' key experiences of providing telephone help on a cancer helpline.Semi-structured qualitative interviews with 30 call handlers from three UK-based cancer helplines. Transcribed interview data were analysed thematically.Thematic analysis identified three themes: (a) call handlers' perceptions of their role on the helpline, (b) challenges of working on a helpline and (c) the need for training/keeping up with competencies....