다국어 전화상담서비스의 운영실태분석 및 정책 과제: 다누리콜센터를 중심으로 = Operational Status and Policy Challenges of Multilingual Telephone Counseling Services: Focusing on the Danuri Call Center

다국어 초록 (Multilingual Abstract)

(Purpose) This study aims to analyze the current status of multilingual telephone counseling services provided by the Danuri Call Center in response to the increasing number of long-term foreign residents in Korea, and to identify directions for redefining its functions and deriving policy improvement tasks.
(Methods) A mixed-methods design was employed, combining a survey of 38 Danuri Call Center counselors with in-depth interviews with 5 counselors. The survey focused on identifying changes in counseling clients and topics, difficulties experienced during counseling, and training needs. The interviews were conducted to further explore survey findings, assess the strengths and limitations of the Danuri Call Center, and draw policy implications.
(Results) First, the scope of counseling clients has expanded from marriage migrants and their families to migrant workers, international students, overseas Koreans, asylum seekers, and undocumented foreigners, while counseling topics have broadened from family conflict to include labor, housing, education, healthcare, legal issues, and other areas of daily life. Second, the narrow applicability of the current Multicultural Families Support Actexcluded migrant workers, international students, and refugees—despite their significant counseling needs. Third, although the number of foreign residents settling in local areas has increased through the Regional-Specific Visa Program, the lack of local counseling infrastructure and limited public awareness of available institutions hindered effective initial settlement support. Fourth, insufficient counselor training, poor working conditions, insecure employment, and difficulties in securing counselors for new language groups were identified as structural constraints on service expansion.
(Conclusion and Suggestions) This study highlights the need for the Danuri Call Center to evolve beyond its current focus on marriage migrants and to serve as a comprehensive counseling platform encompassing diverse categories of foreign residents. To achieve this, the gradual expansion of legal and institutional support, the establishment of region-specific counseling systems, the enhancement of counselor expertise and working conditions, the recruitment of multilingual staff for emerging language groups, and the strengthening of inter-organizational networks are required. Such improvements will serve as a crucial foundation for promoting stable settlement and social integration of foreign residents in Korea.