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Appropriateness of the helpline as a mode of service delivery in minority communities: the case of the Arab population in Israel
- Author:
- AZAIZA Faisal
- Journal article citation:
- Journal of Human Behavior in the Social Environment, 18(4), 2008, pp.463-476.
- Publisher:
- Taylor and Francis
- Place of publication:
- Philadelphia, USA
In 1996, a project providing a helpline to the Arab-speaking population was established in five locations in Israel. The goals were to provide both psychological support and referral information. This article explores the potential fit of the helpline as an appropriate mode of service delivery in ethnic minority communities, particularly within the context of the Arab population living in Israel. The unique situation of the Arabs living in Israel is analysed in terms of their underutilisation of the services and their greater need for services in relation to the prevailing socio-political conditions and cultural norms. The particular features of the helpline as a specific mode of help are then analysed. A representative sample of 200 Arab-speaking subjects took part in telephone questionnaires which assessed basic attitudes towards the helpline in the Arabic language and their awareness of its existence. The mean age of the respondents was 31.7 years and 73.5% were female. Only 10 respondents were aware of the helpline in Arabic. The majority of respondents (84.8%) expressed a positive attitude toward the helpline. Seventy three percent reported that they would use the helpline if they were in distress or crisis. However, 60% reported that they would turn to other sources for help. Though only one respondent had called the helpline, 88.8% said that they would recommend calling the helpline to someone in distress. This was in contrast to 59% who would recommend calling other sources for help. The appropriateness of the helpline as a mode of service delivery for the Arab population living in Israel is discussed in light of these findings.