3 minute read
"Having a space to get things off your chest is powerful"
As we head into the Christmas period, Samaritans Head of Service Programmes, Ben Phillips, explains what the charity’s NHS and Social Care helpline has to offer.
It’s been 20 months since Samaritans launched its dedicated NHS and Social Care helpline in the United Kingdom.
“As the pandemic took hold, and we saw the pressure that NHS and Social Care staff were under, we realised there was a need for a helpline dedicated to supporting these frontline workers,” says Ben Phillips.
“Everywhere we turned, these people were being overwhelmed - due to capacity issues, as well as bereavement - and both NHS England and the Department of Health and Social Care wanted to see what we, as Samaritans, could do to provide some emotional support.
“One week after it was proposed, the helpline launched - the turnaround to get it staffed and up and running was that quick, it had to be.”
IN THE MONTHS THAT FOLLOWED, AS THE PANDEMIC GRIPPED THE COUNTRY, THE CHARITY ANSWERED CALLS FROM SOCIAL WORKERS AND SOCIAL CARE STAFF, AS THEY BATTLED LONG HOURS AND DIFFICULT WORK, OFTEN IN ISOLATION.
As time went on, rather than seeing a decline in callers, health and social care staff continued to call the dedicated helpline at a steady pace, demonstrating a longer term demand for the service as the pandemic continued throughout 2020, and into 2021.
“Numbers began to increase, most likely for a couple of reasons,” says Ben, who confirms the helpline was initially pegged as a 6-12 month service.
“Firstly, awareness of the helpline was growing, and secondly, people were emerging from the initial thick of the pandemic, and having more time to process their feelings, and recognise internal struggles.
“Early on, we were getting calls from people concerned about the unknown, the rising numbers, and the guilt of isolating while colleagues battled on the frontline. As time went on, we saw a switch to people dealing with burnout and the trauma of the pandemic.
“Early on, people calling also really felt the need to double-check we weren’t a branch of the NHS, or their own HR departments, and I think it now feels like a safer space to talk.
SINCE APRIL 2020, THE CHARITY’S DEDICATED NHS AND SOCIAL CARE HELPLINE HAS RECEIVED NEARLY 15,000 CALLS, AND THE HELPLINE HAS NOW BEEN CONFIRMED TO RUN UNTIL AT LEAST THE END OF MARCH 2022.
“That’s pushing two years, so twice as long as our previous top estimate,” says Ben.
“Some people call just once, while others call more regularly, so it’s very personal to the individual. I think, for a lot of people, feeling heard in that way, and having that safe space to get things off their chest, is quite powerful.
“I don’t think people who see themselves as supporters and carers, like social workers and social care staff, can always see themselves as someone who may need support too. This is a problem, as it can be a barrier to them seeking help.
“There’s something about talking with a stranger, and feeling like you’re not burdening loved ones, that gives people the freedom to really share their feelings, take off the work mask, and allow themselves to be vulnerable.
“Our trained listeners are honestly incredible at what they do, and they’re not going to be telling you what to do or trying to provide answers, they’re just there to listen and respond.
“They’ll help you explore things and work through the process with you, but you’re the one in the driving seat of the conversation.”
