Core Viewpoint - The establishment and operation of psychological hotlines in China, particularly the unified hotline 12356, reflect a growing emphasis on mental health support for citizens, although challenges in service quality and emotional pressures for both callers and operators persist [1][20][34]. Group 1: Development of Psychological Hotlines - The first unified psychological hotline 12356 was launched on January 1, and it connected with local hotlines on May 1, marking a significant advancement in mental health support in China [1]. - The hotline aims to provide immediate psychological assistance, akin to an emergency service, with calls typically lasting between 40 minutes to an hour [4][27]. Group 2: Challenges Faced by Callers - Callers often experience heightened emotional stress during interactions, sometimes leading to confrontational exchanges with operators due to perceived inadequacies in professional support [2][12]. - The quality of service varies significantly, with some callers reporting negative experiences, including feeling misunderstood or dismissed by operators [12][14][21]. Group 3: Challenges Faced by Operators - Operators face substantial emotional labor and the risk of harassment from callers, which can impact their mental health and job performance [24][25]. - There is a lack of regulatory oversight in the hotline industry, leading to inconsistencies in operator training and service quality [21][24]. Group 4: Public Perception and Utilization - Public perception of psychological hotlines is mixed, with some individuals expressing anxiety about the potential outcomes of calling, influenced by varying reviews on social media [20][34]. - The cost of traditional psychological counseling can be prohibitive, making hotlines a vital resource for those seeking help without the means for paid services [34]. Group 5: Recommendations for Improvement - There is a call for better training and professional standards for hotline operators to enhance the quality of support provided to callers [34][35]. - Establishing feedback mechanisms for callers to report their experiences could help improve service quality and accountability among operators [34].