| Objective: Discuss features of Psychological Assistance Hotline Calls and operators' Coping Strategies of before and after the COVID-19 outbreak, in order to further improve the ability of psychological crisis hotline assistance. Methodology: conduct retrospective research based on the demographics, call problems, coping strategies, and call time trends of the records of the information registration platform for the psychological assistance hotline before the epidemic in Changchun City (January 20, 2019-April 20, 2019) and during the epidemic period (January 20, 2020-April 20, 2020). Results: The differences between gender, age, marital status, location, and occupation type before and during the epidemic were statistically significant (2=11.205, 234.240, 152.083, 265.458, 353.385, all P<0.01). The number of different help calls had a statistically significant difference before and during the epidemic (2=185.088，P<0.01). The difference in the number of operators’ different response strategies before and during the epidemic was statistically significant (2=226.810, P<0.01). Before the epidemic, the main peak of incoming calls was concentrated at 16:00 to 18:00, and the secondary peak was concentrated at 20:00 to 23:00. During the epidemic, the main peak of incoming calls was also concentrated at 16:00 to 18:00, while the secondary peak was concentrated at 9:00 to 12:00. Conclusion: During the epidemic, the main groups who chose to call the psychological assistance hotline were married family members of 30-40 years old and the elderly; The initial manifestation of the epidemic was mainly psychological stress, and individual calls showed withdrawal and avoidance behavior after 8 weeks; Based on the listening technology, operators provided professional and stabilized technologies for different individuals. In addition, they found and integrated the caller's own resources to provide necessary referrals to certain callers with biological changes. |