| Summary: | In this study we analyzed the representations of listener-operators of the emergency hotline “115” for the homeless, to assess the difficulties linked to their work and the strategies which they implement to deal with them. Our analysis was based on recorded interviews relating listener-operator experiences. The relation involved in assistance by telephone requires a number of skills in a range of fields. However it appears to be based on a series of paradoxes which impact considerably on the listening activity. Other factors of an organizational nature also add to the work’s difficulties, such as polluting calls having no direct connection with the assistance activity, hotline dependence on other social structures, etc. In this situation, the 115 hotline agents develop individual and collective strategies to better manage constraints resulting from certain calls or lack of places in the shelter program.
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