Calling backline: Evaluating the services of a talkline dedicated to pregnancy, parenting, abortion, and adoption

Background: Backline, an independent non-profit organization, operates a bi-national talkline that provides a confidential, toll-free space for individuals to find comprehensive, medically accurate, and unbiased information and support around pregnancy, parenting, abortion, and adoption. Through an analysis of calls received over a one year period, this study aims to understand better the demographic profile of callers and explore the issues raised during their conversations with advocates. Methods: We analyzed talkline call logs from July 1, 2011 through June 30, 2012 and used descriptive statistics and content and thematic analytic techniques to evaluate the calls. Results: Over the study period, Backline advocates completed 484 call logs. Callers to the talkline overwhelming identified as female (92.3%) and as seeking support for themselves (91.1%). Although bi-national in scope, over a fourth of all callers (28.3%) identified as being from California or the Pacific Northwest (including BC). The majority of callers contacted the talkline seeking abortion information, resources, and/or support (33.0%), pregnancy options counseling (26.6%), or post-abortion support (13.1%). Issues of social support or lack thereof emerged as a major theme in the calls and callers identified unsupportive spouses/partners, lack of financial resources, and perceived social stigma as being major sources of distress. Conclusions: The findings from this study suggest that there is demand for resources dedicated to providing non-judgmental, non-directive counseling and support for a full range of issues related to pregnancy and parenting. Identifying mechanisms to expand independent, confidential, phone-based support services for women and their loved ones appears warranted.