Working Without Faces: Job Demands, Resources, and Burnout in Anonymous Helpline Workers in Slovakia and the Czech Republic—A Cross-Sectional Study

Background/Objectives: Helplines are an important component of mental health support systems; however, limited research has examined burnout among helpline workers. This exploratory pilot study investigated the relationships between job demands, job and personal resources, and burnout within the Job Demands–Resources (JD-R) framework. Methods: A cross-sectional online study was conducted among 73 helpline workers. Burnout was assessed using the Burnout Assessment Tool (BAT). Job demands were categorized as topic-related, client-related, and service-related. Data were analysed using Spearman correlations and hierarchical regression analyses. Results: Job demands were positively associated with burnout (rs = 0.41, p < 0.001), while job resources were negatively associated with burnout (rs = −0.30, p < 0.01). Regression analyses showed that job demands and resources explained 50% of the variance in overall burnout (R2 = 0.50, p < 0.001). Service-related demands emerged as the strongest predictor of burnout (β = 0.70, p < 0.001) and consistently predicted exhaustion (β = 0.60, p < 0.001), mental distance (β = 0.48, p < 0.001), cognitive impairment (β = 0.52, p < 0.001), and emotional impairment (β = 0.61, p < 0.001). Organizational resources were negatively associated with mental distance (β = −0.31, p < 0.01), whereas topic-related demands were not significant predictors. Conclusions: The findings highlight the importance of differentiating types of job demands in understanding burnout among helpline workers. Service-related demands appeared to be more strongly associated with burnout than topic- or client-related demands, suggesting that structural aspects of helpline work may be particularly relevant for worker well-being.