Vulnerable Callers

helpline numbers

after the call

Simply talking about their problems can really bring them a sense of relief from loneliness and those pent-up feelings. Knowing that another person truly cares can offer such comforting feelings of being understood.

Be sympathetic, non-judgemental, calm and accepting - they will hear this from you by the delivery of your tone.

Avoid giving advice, arguing, problem solving or making the caller feel like they have to justify their feelings. It's not how bad the problem is, it's about how badly the problem is hurting the person.

First, check if you can transfer the call to the client. If not, don’t worry! You can provide the caller with the helpline details. If you do transfer, make sure to keep the caller updated throughout the process. Afterwards, send the client a message to let them know how you assisted the caller.

Let them unload; it’s important for their well-being, and they’ll feel so much better by the end of the call. No matter how negative the call may seem, the very fact that it exists is a positive sign.

The caller will sense your caring nature and concern through your voice.

It can be very distressing to receive a call of this nature. They may have talked about ending their life, or you may be concerned that they are thinking about it. You may feel unsure on what you can do, but there are lots of things that can help....

signpost

avoid giving advice

Talk it through

patience

LISTEN

Be yourself

Explore the different ways you can help them over the phone.

Vulnerable, Distressed callers

Samaritans - Available for everyone 24/7 Call: 116 123 Email: jo@samaritans.org Campaign Against Living Miserably (CALM) Available for everyone. Call: 0800 585858 - 5pm - midnight every night. Papyrus - For people under 35. Call: 0800 0684141, M-F: 10am - 10pm, weekends 2pm - 10pm. Childline - For children and young people under 19, available 24/7 Call: 0800 1111 - This number won't show up on any phone bill.

Helpline details.

It's normal to feel stressed or anxious yourself, so take a few moments for yourself afterwards, get a cuppa and give yourself time to reflect. Talk to your TL, TM or DTM, let them know that the call had occured. They will want to support you.

After the call

You cannot be responsible for another person's actions, you can only offer help by simply listening, staying calm and trying to be supportive.