PRESS RELEASE
Promoting Customer-Facing Workers' Mental Health

KIHASA has released a study on mental health policies for customer-facing workers in Korea. The research highlights the need for practical assistance in promoting workers' mental health and emphasizes the importance of early intervention and employer involvement. Recommendations include regular screenings, workplace mental health services,

  • Promoting Customer-Facing Workers' Mental Health
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  • Promoting Customer-Facing Workers' Mental Health

    Promoting Customer-Facing Workers' Mental Health

  • May Health and Welfare Policy Forum Released

    May Health and Welfare Policy Forum Released

  • KIHASA to host 2nd Health Security Innovation Forum

    KIHASA to host 2nd Health Security Innovation Forum

  • The Health Impact of Fine Dust and Its Policy Implications

    The Health Impact of Fine Dust and Its Policy Implications

  • KIHASA to Hold International Forum on Child and Family Policy

    KIHASA to Hold International Forum on Child and Family Policy

Publications

Reports
A Study on the Status of Non-Face-to-Face Social Service Provisions and Improvement Measures : Focusing on the Services for Older Adults
A Study on the Status of Non-Face-to-Face Social Service Provisions and Improvement Measures : Focusing on the Services for Older Adults

Author Eo, Yugyeong

Due to COVID-19, various non-face-to-face social services have emerged. However, it is reported that such non-face-to-face social services are more difficult for older adults than other age groups, but studies are lacking on this. The authors conducted researches on the provisions of non-face-to-face services for older adults by the social service providers, and analyzed the obstacles to service introduction and countermeasures for improvement. FGI and surveys were conducted targeting the providers of social services for older adults. Also, an experiment was carried out on the effectiveness of remote counseling of older adults.
Based on the research results, suggestions were made as follows on the effective provisions of non-face-to-face social services for older adults and necessary policy directions: First, the purpose of non-face-to-face services should be to enhance communication among people. Service effectiveness also depends on the level of active communication. Second, it is necessary to activate non-face-to-face services to improve accessibility and expand the number of users as flexible services can improve participation and engagement. Third, policy support to providers and users is needed for physical infrastructure such as devices and communication environments. Development of software and guidance customized for older adults are also necessary.

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Research in Brief
Mental Health Promotion Policies on Customer Service Workers in Korea and the Implications of International Organizations’ Guidelines and Selected Countries’ Policies
2023-05 No.110 Mental Health Promotion Policies on Customer Service Workers in Korea and the Implications of International Organizations’ Guidelines and Selected Countries’ Policies

Author Kim, Soo Kyoung

Customer service workers experience various mental health issues due to their emotional labor. Since 2018, a law known as the Customer Service Worker Protection Act has been in effect to safeguard these workers. However, policies that are in place for customer service workers, focused exclusively on post-facto interventions such as counseling, have done little to prompt efforts and participation from employers and, with the monitoring of compliance with the Customer Service Worker Protection Act lacking, have been rendered less than effective in promoting workers’ mental health. The guidelines of international organizations emphasize the need for workers’ mental health promotion, the importance of early intervention, and the role of employers in that effort. Advanced countries have in place a collaborative mechanism whereby, when it comes to policies on workplace mental health promotion, the government, labor unions, and employers work together in the whole process, from making to implementing them. They also mandate regular checkups on workers’ stress levels. Therefore, Korea should consider implementing regular mental health checkups, providing workplace visiting health services, strengthening the monitoring of compliance with the Customer Service Worker Protection Law, encouraging tripartite engagement, and facilitating employer participation and efforts.

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Periodicals
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