{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,10,21]],"date-time":"2025-10-21T00:13:51Z","timestamp":1761005631939,"version":"build-2065373602"},"reference-count":46,"publisher":"Frontiers Media SA","license":[{"start":{"date-parts":[[2025,10,20]],"date-time":"2025-10-20T00:00:00Z","timestamp":1760918400000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"content-domain":{"domain":["frontiersin.org"],"crossmark-restriction":true},"short-container-title":["Front. Psychiatry"],"abstract":"Objective<\/jats:title>This study aimed to assess 12345 Government Service and Convenience Hotline operators using the Minnesota Multiphasic Personality Inventory (MMPI), with the goal of identifying their personality traits and psychological characteristics. Drawing on these findings, constructive recommendations were proposed to improve the operators\u2019 mental well-being, thereby enhancing the overall quality of their service provision.<\/jats:p><\/jats:sec>Methods<\/jats:title>A total of 971 operators from the government service and convenience hotline in City B were recruited as participants. The Minnesota Multiphasic Personality Inventory (MMPI) was used to assess the participants\u2019 psychological characteristics.<\/jats:p><\/jats:sec>Results<\/jats:title>The overall rate of abnormal psychological characteristics was 76.1%, with 28.53% showing mild abnormalities, 11.12% moderate abnormalities, and 36.46% severe abnormalities. Repression was the only subscale with the mean score exceeded the borderline normal threshold (T &gt;60), and fewer than 50% of participants scored within the borderline normal range. There were significant differences in five aspects of hypomania: Hypomania, Correction, Dependence, Social Responsibility, and Bias between operators with moderately and severely abnormal mental status and those with normally and mildly abnormal mental status (p<\/jats:italic>\u00a0&lt;\u00a00.001). The results of multiple subscales of male operators were significantly different from those of female operators (p<\/jats:italic>\u00a0&lt;\u00a00.05).<\/jats:p><\/jats:sec>Conclusion<\/jats:title>The mental status of 12345 public service hotline operators was found to be suboptimal, with high prevalence of occupational burnout. Operators with moderate - to - severe abnormal mental status faced limited psychological resources, which hindered their professional performance. This study also identified gender-based differences in the mental status of 12345 hotline operators. Male and female hotline operators each possess distinct strengths in hotline service delivery. Training supervisors to recognize the early signs of burnout is not only important but also meaningful, as it helps ensure the smooth operation of 12345 Government Service Hotline services.<\/jats:p><\/jats:sec>","DOI":"10.3389\/fpsyt.2025.1644345","type":"journal-article","created":{"date-parts":[[2025,10,20]],"date-time":"2025-10-20T05:24:11Z","timestamp":1760937851000},"update-policy":"https:\/\/doi.org\/10.3389\/crossmark-policy","source":"Crossref","is-referenced-by-count":0,"title":["MMPI analysis of 12345 convenience hotline operators"],"prefix":"10.3389","volume":"16","author":[{"given":"Lin","family":"Ma","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Yongsheng","family":"Tong","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Tongtong","family":"Wang","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Dong","family":"Zhang","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Xingjie","family":"Yang","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Haiting","family":"Xu","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Xiao","family":"Liu","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"1965","published-online":{"date-parts":[[2025,10,20]]},"reference":[{"key":"B1","unstructured":"Regulations on 12345 citizen service hotlines in Jinan City\n \n \n \n 2020"},{"key":"B2","unstructured":"2022"},{"key":"B3","volume-title":"The Concise ProQOL Manual: The Concise Manual for the Professional Quality of Life Scale","author":"Stamm","year":"2010"},{"key":"B4","doi-asserted-by":"publisher","DOI":"10.1002\/jclp.10090","article-title":"Compassion fatigue: Psychotherapists\u2019 chronic lack of self care","volume":"58","author":"Figley","year":"2002","journal-title":"J Clin Psychol"},{"key":"B5","doi-asserted-by":"publisher","DOI":"10.1037\/pro0000182","article-title":"Predictors of burnout among community therapists in the sustainment phase of the system-driven implementation of multiple evidence-based practices in children\u2019s mental health","volume":"49","author":"Kim","year":"2018","journal-title":"Prof Psychol Res Pract"},{"key":"B6","doi-asserted-by":"publisher","DOI":"10.1037\/trm0000116","article-title":"Predictors of compassion fatigue in mental health professionals: A narrative review","volume":"23","author":"Turgoose","year":"2017","journal-title":"Traumatology"},{"key":"B7","doi-asserted-by":"publisher","DOI":"10.1080\/01612840.2018.1534911","article-title":"Exposure to traumatic events and the experience of burnout, compassion fatigue and compassion satisfaction among prison mental health staff: An exploratory survey","volume":"40","author":"Bell","year":"2019","journal-title":"Issues Ment Health Nurs"},{"key":"B8","doi-asserted-by":"publisher","DOI":"10.1080\/10615800903085818","article-title":"Compassion satisfaction, compassion fatigue, and burnout in a national sample of trauma treatment therapists","volume":"23","author":"Craig","year":"2010","journal-title":"Anxiety Stress Coping"},{"key":"B9","doi-asserted-by":"publisher","DOI":"10.1111\/jnu.12229","article-title":"Understanding compassion fatigue in healthcare providers: A review of current literature","volume":"48","author":"Sorenson","year":"2016","journal-title":"J Nurs Scholarsh"},{"key":"B10","doi-asserted-by":"publisher","DOI":"10.1037\/pas0000442","article-title":"Examination of the feasibility and utility of flexible and conditional administration of the Minnesota Multiphasic Personality Inventory-2-Restructured Form","volume":"29","author":"Tarescavage","year":"2017","journal-title":"Psychol Assess"},{"key":"B11","doi-asserted-by":"publisher","first-page":"7","DOI":"10.3969\/j.issn.1003-305X.2008.03.003","article-title":"The MMPI personality test study of 300 clinical graduate students in traditional Chinese medicine in schools","volume":"27","author":"Wang","year":"2008","journal-title":"Educ Trad Chin Med"},{"key":"B12","first-page":"5095","article-title":"Analysis of medical graduate students\u2019 MMPI personality test","volume":"38","author":"Lin","year":"2011","journal-title":"Mod Prev Med"},{"key":"B13","doi-asserted-by":"publisher","first-page":"1","DOI":"10.3969\/j.issn.2095-9346.2023.01.001","article-title":"MMPI test analysis of psychological assessment for newly recruited employees in a bank","volume":"36","author":"Zhang","year":"2023","journal-title":"J Psychiatry"},{"key":"B14","doi-asserted-by":"publisher","DOI":"10.19311\/j.cnki.1672-3198.2014.16.076","article-title":"Results and analysis of MMPI personality test for medical graduates","volume":"26","author":"Chen","year":"2014","journal-title":"Modern Business Trade Industry"},{"key":"B15","doi-asserted-by":"publisher","DOI":"10.13329\/j.cnki.zyyjk.2022.0547","article-title":"Analysis of Minnesota Multiphasic Personality Inventory results among newly recruited staff in different positions at a tertiary hospital in Luzhou","volume":"38","author":"Feng","year":"2022","journal-title":"Occupation Health"},{"key":"B16","article-title":"Minnesota multiphasic personality inventory","volume-title":"Manual of Behavioral Medical Scales","author":"Ji","year":"2005"},{"key":"B17","doi-asserted-by":"publisher","DOI":"10.3969\/j.issn.1000-6729.2018.04.016","article-title":"MMPI test analysis of postgraduate students with postponed graduation","volume":"32","author":"Ma","year":"2018","journal-title":"Chin Ment Health J"},{"key":"B18","article-title":"Overview of MMPI scale","volume":"6","author":"Jiang","year":"2005","journal-title":"Int J Chin Neuropsychiatry"},{"key":"B19","doi-asserted-by":"publisher","DOI":"10.3969\/j.issn.1000-6729.2020.10.013","article-title":"Characteristics and related factors of psychological hotline seekers during the COVID-19 epidemic","volume":"37","author":"Li","year":"2023","journal-title":"Chin Ment Health J"},{"key":"B20","doi-asserted-by":"publisher","DOI":"10.16386\/j.cjpccd.issn.1004-6194.2016.04.015","article-title":"Analysis of influencing factors of depression in callers of Tianjin Psychological Aid Hotline","volume":"24","author":"Zhang","year":"2016","journal-title":"Chin J Chronic Dis Prev Control"},{"key":"B21","doi-asserted-by":"publisher","DOI":"10.3969\/j.issn.1000-6729.2023.06.009","article-title":"Characteristics of adolescent callers at the Beijing Psychological Aid Hotline","volume":"34","author":"An","year":"2020","journal-title":"Chin Ment Health J"},{"key":"B22","doi-asserted-by":"publisher","DOI":"10.3969\/j.issn.1009-6574.2022.07.007","article-title":"Severity of the psychological problems of callers to the psychological assistance hotline and related factors","volume":"22","author":"Zhao","year":"2022","journal-title":"Nerve Dis Ment Health"},{"key":"B23","doi-asserted-by":"publisher","DOI":"10.3389\/fpsyt.2022.868084","article-title":"Characteristics and service use of NSW Quitline callers with and without mental health conditions","volume":"13","author":"Lodge","year":"2022","journal-title":"Front Psychiatry"},{"key":"B24","doi-asserted-by":"publisher","DOI":"10.3389\/ijph.2022.1604561","article-title":"Characterization and evolution of mental health problems attended to in a telephone helpline during the lockdown and de-escalation of COVID-19","volume":"67","author":"Perez-Gonzalez","year":"2022","journal-title":"Int J Public Health"},{"key":"B25","doi-asserted-by":"publisher","DOI":"10.1111\/sltb.12908","article-title":"Effect of helping suicidal people using text messaging: An evaluation of effects and best practices of the Canadian suicide prevention Service\u2019s text helpline","volume":"52","author":"Cote","year":"2022","journal-title":"Suicide Life Threat Behav"},{"key":"B26","doi-asserted-by":"publisher","DOI":"10.3969\/j.issn.1673-291X.2022.29.047","article-title":"Research on the mechanism optimization of the local 12345 government affairs hotline","volume":"29","author":"Huang","year":"2022","journal-title":"Econ Res Guide"},{"key":"B27","doi-asserted-by":"publisher","DOI":"10.11886\/scjsws20221130001","article-title":"Comparison of characteristics and influencing factors of intervention effects of high-risk adult and minor suicide callers on psychological assistance hotlines","volume":"36","author":"Zhao","year":"2023","journal-title":"Sichuan Ment Health"},{"key":"B28","unstructured":"2022"},{"key":"B29","article-title":"Challenges and responses of psychological assistance hotlines during major public health events","author":"Zhu","year":"2025","journal-title":"Adv psychol Sci"},{"key":"B30","unstructured":"2020"},{"key":"B31","doi-asserted-by":"publisher","DOI":"10.1002\/wps.20311","article-title":"Understanding the burnout experience: recent research and its implications for psychiatry","volume":"15","author":"Maslach","year":"2016","journal-title":"World Psychiatry"},{"key":"B32","article-title":"Two depressive personality types: Social dependency and self-disciplined self-blame concepts and measurements","volume":"3","author":"Yang","year":"1997","journal-title":"Chin J Clin Psychol"},{"key":"B33","doi-asserted-by":"publisher","DOI":"10.1016\/j.jnma.2021.05.003","article-title":"Implicit bias recognition and management: tailored instruction for faculty","volume":"113","author":"Rodriguez","year":"2021","journal-title":"J Natl Med Assoc"},{"key":"B34","doi-asserted-by":"publisher","DOI":"10.7812\/TPP\/23.023","article-title":"Gender differences in physician burnout: driving factors and potential solutions","volume":"27","author":"Lyubarova","year":"2023","journal-title":"Perm J"},{"key":"B35","doi-asserted-by":"publisher","DOI":"10.1016\/j.mayocp.2022.11.003","article-title":"Racial and gender differences in medical student burnout: A 2021 national survey","volume":"98","author":"Briggs","year":"2023","journal-title":"Mayo Clin Proc"},{"key":"B36","doi-asserted-by":"publisher","first-page":"28","DOI":"10.1016\/j.jss.2019.10.045","article-title":"Gender differences in surgeon burnout and barriers to career satisfaction: A qualitative exploration","volume":"247","author":"Lu","year":"2020","journal-title":"J Surg Res"},{"key":"B37","doi-asserted-by":"publisher","DOI":"10.1016\/j.jcjq.2021.08.002","article-title":"Contributors to gender differences in burnout and professional fulfillment: A survey of physician faculty","volume":"47","author":"Rotenstein","year":"2021","journal-title":"Jt Comm J Qual Patient Saf"},{"key":"B38","doi-asserted-by":"publisher","DOI":"10.1155\/2020\/6687358","article-title":"Gender differences in stress- and burnout-related factors of university professors","volume":"2020","author":"Redondo-Florez","year":"2020","journal-title":"BioMed Res Int"},{"key":"B39","doi-asserted-by":"publisher","DOI":"10.1136\/bmjopen-2024-089885","article-title":"Gender differences in burnout among US nurse leaders during COVID-19 pandemic: an online cross-sectional survey study","volume":"14","author":"Alenezi","year":"2024","journal-title":"BMJ Open"},{"key":"B40","doi-asserted-by":"publisher","DOI":"10.1007\/s11606-021-06818-1","article-title":"Gender differences in the relationship between workplace civility and burnout among VA primary care providers","volume":"37","author":"Apaydin","year":"2022","journal-title":"J Gen Intern Med"},{"key":"B41","doi-asserted-by":"publisher","DOI":"10.1002\/jnr.24787","article-title":"Sex differences in the social brain and in social cognition","volume":"101","author":"Proverbio","year":"2023","journal-title":"J Neurosci Res"},{"key":"B42","doi-asserted-by":"publisher","DOI":"10.1177\/008124631004000204","article-title":"Secondary traumatic stress, level of exposure, empathy, and social support among trauma workers","volume":"40","author":"MacRitchie","year":"2010","journal-title":"S Afr J Psychol"},{"key":"B43","doi-asserted-by":"publisher","DOI":"10.1016\/j.apnu.2015.06.001","article-title":"Prevalence of secondary traumatic stress among psychiatric nurses in Greece","volume":"29","author":"Mangoulia","year":"2015","journal-title":"Arch Psychiatr Nurs"},{"key":"B44","doi-asserted-by":"publisher","DOI":"10.16842\/j.cnki.issn2095-5588.2016.07.002","article-title":"Gender differences in conflict adaptation","volume":"4","author":"Tang","year":"2016","journal-title":"Psychol Techniques Appl"},{"key":"B45","doi-asserted-by":"publisher","first-page":"28 (002)","DOI":"10.38264\/n.cnki.nyqrb.2022.000734","article-title":"Mental health counseling helps answer government service convenience hotline questions","volume":"5","author":"Huang","year":"2022","journal-title":"Yangquan Daily"},{"key":"B46","volume-title":"A qualitative study on the work experience of psychological hotline operators in public hospitals in Shanxi Province during the COVID-19 period","author":"Cui","year":"2021"}],"container-title":["Frontiers in Psychiatry"],"original-title":[],"link":[{"URL":"https:\/\/www.frontiersin.org\/articles\/10.3389\/fpsyt.2025.1644345\/full","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,10,20]],"date-time":"2025-10-20T05:24:22Z","timestamp":1760937862000},"score":1,"resource":{"primary":{"URL":"https:\/\/www.frontiersin.org\/articles\/10.3389\/fpsyt.2025.1644345\/full"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2025,10,20]]},"references-count":46,"alternative-id":["10.3389\/fpsyt.2025.1644345"],"URL":"https:\/\/doi.org\/10.3389\/fpsyt.2025.1644345","relation":{},"ISSN":["1664-0640"],"issn-type":[{"value":"1664-0640","type":"electronic"}],"subject":[],"published":{"date-parts":[[2025,10,20]]},"article-number":"1644345"}}