ABSTRACT Introduction As demand for accessible youth mental health support grows, digital helplines delivered across multiple communication modes offer promising reach and flexibility. Aim This study explores the barriers and enablers to delivering a multi‐channel mental health helpline for young people, incorporating both volunteer and service user perspectives. Methods Using the Behaviour Change Wheel (BCW) and Capability‐Opportunity‐Motivation‐Behaviour (COM‐B) model, qualitative interviews were conducted with eight volunteers and five service users of a UK‐based helpline. Thematic analysis identified key influences on delivery, which were mapped to relevant Behaviour Change Techniques (BCTs) for potential service optimisation. Results Eleven themes were identified across COM‐B domains. Physical Opportunity barriers included inflexible protocols and access limitations, while Reflective and Automatic Motivation enabled delivery through positive emotions and digital familiarity. Each delivery mode brought particular strengths and limitations: phone fostered a deeper emotional connection but demanded high cognitive effort and posed confidentiality concerns; webchat was familiar and enabled fluid expression; email allowed time to reflect but was slower and more impersonal. Conclusion The findings underscore that empathy and human connection remain fundamental, even within digital spaces. For practitioners, training volunteers in mode‐specific communication skills is essential to ensure these qualities are maintained. Rigid templates, which may hinder rapport, could be adapted to allow greater flexibility while safeguarding staff and service users. At a policy level, the study highlights the importance of multi‐channel delivery to maximise accessibility and user choice in helpline provision.
Dhariwal et al. (Fri,) studied this question.
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