As falas dos atendentes do Disque 100 sobre a escuta das denúncias de abuso sexual contra crianças e adolescentes

Abstract

This master thesis was built upon a part of the research "Monitoring and Analysis of the Implementation and Operation of the Help Line / Dial 100, in the attention of Children, Adolescents and Sexual Abusers" (Sousa, 2010) and took as the object of study the analysis of the emotions present in the speeches of the operators of the Disque Denúncia Nacional de Abuso e Exploração contra Crianças e Adolescentes, the Dial-100, an agency of the federal government, about the receiving calls on sexual abuse against children and adolescents. Therefore had the following research question: what are the emotions aroused in the Dial 100 operators from receiving the complaints of sexual abuse against children and adolescents? The goals of this study were: to analyze the feelings that attend the work of those operators; grasp the meanings constructed by the operators about receiving complaints of sexual abuse against children and adolescents; understand the psychosocial mediation present in the speech of the subjects studied from the Socio-Historical approach of Vygotsky and the method of historical and dialectical materialism. The information was obtained through semi-structured interviews - a privileged instrument for the development of research of humanities and social sciences - with nine Dial 100 workers directly related to the receiving, directing and monitoring the complaints. The interviews were systematized and from there created categories of analysis or meaning centers for emerging themes, among them by similarity, complementarity or opposition. The results indicate positive and negative aspects of psychological support offered by Dial 100; to the fact that striking complaints are fixed in the memory of the workers, depending on their life history, to the point that they remember them at home and at college, for example. It was possible to apprehend the conceptions of the children and adolescents sexual abuser and the reproduction of his meaning as "monster" and "sick." It was also argued that the feelings that appeared in more statements of the subjects were: Satisfaction / happiness, humanization, shock, frustration / powerlessness, distress / illness, anger / resentment, sadness and disgust, and they are directed to different objects, which means, some of the feelings are directed to themselves and others are directed to the sexual abusers. At various times it was possible to establish relations between the analyzed lines and the history of life of the Dial 100 workers, as the history of sexual abuse during childhood and the impact of receiving complaints involving this form of violence.