How Swindon Samaritans volunteers help suicidal people

Being on the other end of that phone line responding to people facing the most challenging moments in their lives can be a difficult but rewarding role - and more listeners are sorely needed.

The Samaritans' helpline receives a call every 10 seconds and volunteers all over the country give up some of their free time to ensure they are there to answer and support those callers.

The Swindon and District branch has three listening volunteers who work for up to four hours a week above the charity shop on Curtis Street.

Kirsty Potts joined the Berkshire branch 24 years ago and now mentors colleagues in Swindon who all received 10 weeks of training before starting their first shift. 

She told the Adver: "It can be challenging, but it's very rewarding and a great use of my time.

"A friend encouraged me to go to an open day, I thought I would do this for a little while but I'm still here and it's become a good part of my life.

"We have a really good system that works well, and the team is wonderful. You need humility, empathy, and the ability to really listen to what people are saying.

"The callers appreciate our confidentiality, which is important when you're trying to make a difference.

"Fundamentally, our approach and principles have not changed over the years, though we receive a lot more calls about mental health issues now because the services are inadequate.

"Sometimes we get cards and thank-yous from people who called us before."

WHAT IT'S LIKE TO ANSWER CALLS FOR HELP

So, what actually happens when someone calls the Samaritans?

Susie Higgs joined as a listener and is now the Swindon and District branch's volunteer manager.

She said: "Every call starts with 'Samaritans, how can I help?' which opens the door to let the caller tell you what's on their mind.

"Even if you or someone you know has experienced something similar, the callers' situation might be different, there's no formula.

"We don't talk about ourselves or offer any personal information because we want the  caller to open up to us and focus on them."

Kirsty added: "Our mission is to help people who are struggling with suicidal thoughts but we also believe in self-determination.

"We never offer advice, we instead ask them to talk about the options they might have and we hope that talking to us makes them think about other ways of dealing with their problems.

"People ask what we think they should do, but it's not about us, it's about exploring their choices with them and asking what they think they should do.

"Sometimes people call and don't say anything, so we just gently give them the time and space to speak whenever they're ready, if they want to."

A listening volunteer for the Samaritans (Image: Samaritans)

BEING IN CHARGE OF THE TEAM

Susie added: "I took over as director just as Covid hit, which was a fast learning curve as a lot of volunteers were shielding and self-isolating, and we could only have two volunteers in at a time, but we didn't stop for a single day.

"Our selection and interview process is thorough and the training provides all the necessary tools and skills for the role.

"It's a privilege, really, to be there for someone who is struggling.

"You hear quite harrowing things sometimes, but the volunteers help and support each other as well, and they can have time off if they need it.

"We've built back up since Covid and the branch is going from strength to strength. It's a fabulous charity to be part of, but we need more volunteers to help out."

OTHER WAYS TO VOLUNTEER

There are other ways to support the Samaritans' work if manning the phone lines does not feel doable.

Volunteer to work in the charity shop, like Cheryl Ruddle did.

She signed up for weekly shifts just to have something to pass the time after her children started secondary school - and ended up making new friends.

Cheryl said: "I used to spend a lot of time at home, not going out or seeing people as I suffer with social anxiety.

"But everyone here is so friendly, we get on really well and go out after work, so joining the team has helped me a lot.

"I've developed a lot of my skills and grown as a person. There are a few charming regulars that like to see us, and I enjoy working in a retail environment.

"Maybe in the future, I could be a listening volunteer - or do both."

To apply to be a listening or shop volunteer, visit www.samaritans.org/branches/swindon/

For support, call the 24/7 helpline on 116 123 or visit www.samaritans.org