Problembilder av barn: Representationer, föreställningar och strategier i BRIS stödtelefon 1996-98

Problem images of children: Representations, preconceptions and strategies in BRIS children ́s helpline during the period 1996- 98

A number of countries including Sweden have developed children’s helplines as free and anonymous counseling services for children and youth. The aim of this study was to deepen knowledge about how the problems of children and youth are represented and constructed in Sweden’s BRIS (Children’s Rights in Society) Children’s Helpline, telephone support between the years 1996 and 1998. The work was social constructivistic, examining how helpline responders understand and interpret information received during support calls. The concept of “the concern” is highlighted as a point of study of problem constructions within micro-counselling. The empirical material consisted primarily of interviews with persons who worked at BRIS either as employed ombudspersons or as volunteer telephone responders. Eleven ombudspersons replied to questions about the Children’s Helpline and how support services are organized. Thirty eight interviews were carried out with helpline responders at two separate occasions during the study period. Fifteen of these interviews provided material for an in depth investigation of responders preconceptions of children and youth’s everyday life, as well as the themes of gender, problematic relationships and assault as well as the strategies that responders used in their supportive calls. Statistical information was collected from BRIS reports. Fifteen completed questionnaires from support calls were included in this study. Analytical processes resulted in the development of the two theoretical concepts of familiarity and micro-understanding. General representations of children and youth situations are put forth via descriptions of misery. The responders’ concepts of children’s everyday life appear fragmentary because of the limited information available about the caller. Gender issues are constructed around questions of feminity and sexuality. The theme of assault contains calls from both girls and boys. Boys’ calls about assault are constructed around bullying and physical assault. Girls’ call are also constructed around violence but also include sexual abuse and molestation. This study contributes to the growing field of knowledge about the problem images of children and youth that emanate from support calls made to telephone helplines.