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This study aimed to examine how crisis helpline volunteers experience and make sense of their roles within contemporary service contexts. Semi\u2010structured interviews were conducted with nine crisis helpline volunteers in Ireland. Data were analysed using inductive reflexive thematic analysis. The findings indicated that crisis helpline volunteering involves sustained emotional labour, ethical and risk\u2010related uncertainty, and complex organisational ambiguity and demands. Volunteers described drawing on personal, relational, and supervisory coping strategies to manage emotional exposure, while developing a strong sense of purpose and helper identity. However, experiences of strain, vulnerability, and unrecognised professionalism were also evident, particularly in contexts characterised by inconsistent support and role ambiguity. Findings highlight the importance of supporting volunteer wellbeing across individual, relational, organisational, and systemic levels to sustain effective community\u2010based crisis helpline services.<\/jats:p>\n                  <\/jats:sec>","DOI":"10.1002\/jcop.70140","type":"journal-article","created":{"date-parts":[[2026,8,14]],"date-time":"2026-08-14T12:05:01Z","timestamp":1786709101000},"update-policy":"https:\/\/doi.org\/10.1002\/crossmark_policy","source":"Crossref","is-referenced-by-count":0,"title":["Emotional Labour, Identity, and Organisational Contexts in Crisis Helpline Volunteering: A Qualitative Study"],"prefix":"10.1002","volume":"54","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-5664-2788","authenticated-orcid":false,"given":"Emily","family":"Birdy","sequence":"first","affiliation":[{"name":"School of Applied Psychology University College Cork Cork Ireland"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0003-4940-1377","authenticated-orcid":false,"given":"Christian","family":"Ryan","sequence":"additional","affiliation":[{"name":"School of Applied Psychology University College Cork Cork Ireland"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-3379-3727","authenticated-orcid":false,"given":"Clodagh","family":"Butler","sequence":"additional","affiliation":[{"name":"School of Applied Psychology University College Cork Cork Ireland"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"311","published-online":{"date-parts":[[2026,8,14]]},"reference":[{"key":"e_1_2_12_2_1","volume-title":"Role Transitions in Organizational Life: an Identity\u2010Based Perspective","author":"Ashforth B. 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