ORIGINAL RESEARCH article
Front. Psychiatry
Sec. Anxiety and Stress Disorders
Volume 16 - 2025 | doi: 10.3389/fpsyt.2025.1644345
MMPI Analysis of 12345 Convenience Hotline Operators
Provisionally accepted
- Beijing Huilongguan Hospital, Peking University, Beijing, China
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Objective: 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' mental well-being, thereby enhancing the overall quality of their service provision. Methods: 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' psychological characteristics. Results: 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 >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 <0.001). The results of multiple subscales of male operators were significantly different from those of female operators (p <0.05). Conclusion: 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.
Keywords: 12345 Operator, Convenience Hotline, Psychological characteristics, occupationalstress, MMPI
Received: 10 Jun 2025; Accepted: 30 Sep 2025.
Copyright: © 2025 Ma, Tong, Wang, Zhang, Yang, Haiting and Liu. This is an open-access article distributed under the terms of the Creative Commons Attribution License (CC BY). The use, distribution or reproduction in other forums is permitted, provided the original author(s) or licensor are credited and that the original publication in this journal is cited, in accordance with accepted academic practice. No use, distribution or reproduction is permitted which does not comply with these terms.
* Correspondence: Yongsheng Tong, timystong@pku.org.cn
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