Tele-service as a professional support tool: welcome and emotional listening in pandemic COVID-19

Abstract

Objective: To report the experience of a telemarketing project in the emotional listening of professionals from a Social Organization in Health in Pandemic. Method: Experience report of the implementation of an Emotional Reception project for health professionals in the city of Fortaleza, Ceará, Brazil, as a strategy to support employees during the COVID-19 Pandemic period from May to July 2020. Results: 130 cases were registered, covering 49 employees. The call center was a good solution to provide an opportunity to listen during Pandemic. Conclusion: Listening qualified by a psychologist in helping employees in the pandemic was relevant due to the lack of care focused on the psychological treatment of health professionals. The use of Information and Communication Technology played a fundamental role in bringing the volunteer professional closer to the institution's employee, who were apprehensive about the Pandemic situation and the daily risk of contamination with the virus.