Becoming an online counsellor during the COVID-19 pandemic : a narrative inquiry

Abstract

The COVID-19 global pandemic changed the way professionals work, forcing many to shift their practice online. This study explores the experiences counsellors practicing in Malta who took their practice online due to the COVID-19 pandemic. The theoretical framework guiding this study draws on Jarvis’ (2006) Theory of Human Learning, which builds from John Dewey’s (1997) Theory of Experience. A narrative design was deemed the most suitable approach to answering the research questions: What are the experiences of counsellors moving their practice online due to the COVID-19 pandemic? How has this impacted their ways of working with clients? Using an intermediary, a purposive sample of four warranted counsellors voluntarily agreed to participate in this study. Data were generated using semi-structured qualitative interviews and data were analysed using a collaborative analysis approach to ensure accurate representation of the participants’ voices as well as thematic analysis.

Three themes emerged: Addressing a need through working therapeutically online; Dealing with new challenges; and Adapting and learning to be an online counsellor. The findings show that the participants experienced challenges and difficulties in taking their practice online during the initial period. Difficulties pertained to challenges with the technology as well as issues relating to online ways of working as therapists, namely safety, privacy, confidentiality, and their ability to maintain a therapeutic relationship. By being flexible, open to challenges and adaptable, the participants engaged in a process of learning, and with time and experience, working online became seamless and normal. They identified many advantages to online counselling.

The implications of this study reflected the need for counsellors to be flexible and prepared to adapt their ways of working, particularly during moments of crisis, such as a global pandemic.