Virtual mental health and psychosocial sessions offering support across the Eastern Caribbean

From the options she found on the online psychosocial portal, “Ann” (not her real name) selected the chat option, quickly tapped a few words on her phone and sent them like a bottle thrown on the ocean, hoping that out there someone would read and maybe answer.

The psychologist on duty took a few minutes to read the painful words: “trapped, loneliness, guilty, helpless, untrustworthy”.

“Would you accept that I call you? “proposed the psychologist. “I’d like to know if you are safe”.

So began a confidential counselling session on an online mental health and psychosocial portal that has been set up to deliver virtual mental health and psychosocial services to frontline workers and caregivers in the Eastern Caribbean as part of the COVID-19 response.

Just under a month old, the virtual platform is funded by the US Agency for International Development (USAID) and organised by UNICEF and its partners, the Pan American Health Organisation (PAHO) and the Organization of Eastern Caribbean State (OECS).

The platform is being run by Eutelmed, an independent and multicultural network of international healthcare professionals providing telemedicine. It has been helping international organisations, NGOs and companies in over 50 languages and cultures on implementing well-being at work and crisis management programmes. The Eastern Caribbean programme is being offered in five languages: English, Spanish, French, Portuguese and Italian.

But the fledgling psychosocial portal is already proving to be useful to Ann and several other users who are struggling to cope with the psychosocial issues arising on the job from the COVID-19 pandemic.

While we are not privy to the strictly confidential chat, the psychologist shared how ‘Ann’ was encouraged: “You can talk to me, I’m listening.”

“Where should I start?” Ann asks. Domestic violence is not an easy subject to tackle.

“You did the right thing,” says the virtual counsellor. “I hear your pain and I believe you. From now on, you are not alone. I will walk the path with you until we figure out a way for you to stay safe.”

In addition to offering a 24/7 hotline and chat option, the portal presents a resource section packed with reading information as well as a self-assessment area where the online audience can assess their sleep quality, stress or emotional state. All aspects of the service are anonymous, and as in the case of Ann, persons must give permission to be contacted for in-depth counselling.

Dr Aloys Kamuragiye, UNICEF Representative for the Eastern Caribbean Area, said the programme was developed because the mental health of frontline workers, caregivers and their children and families  require tailored support to ensure that they are able to effectively respond to the challenges which have emerged in the sub-region in the face of COVID-19.

“Online support offers flexibility and anonymity in the opportunity to buoy the emotional health of parents and frontline workers who must continue the interface with children and other family members,” he added.

Ann and her virtual psychologist ended their initial chat by setting up an appointment for another session. Both voices on each side of the line knew that the hardest step had been taken.