Samaritans has announced plans to close at least half of its 200 branches across the UK and Ireland, moving volunteers into larger regional hubs and piloting remote call handling. The mental health charity's chief executive, Julie Bentley, told volunteers that much of its fundraising income was being spent on maintaining buildings rather than improving services.
The charity's 22,000 listening volunteers currently answer calls and messages from people in mental health crisis at 201 branches. Samaritans says its helplines receive a call every 10 seconds, and some branches also offer face-to-face services. The charity hopes to reduce its branch network within the next seven to 10 years, creating fewer but larger regions with more volunteers on duty together.
Some volunteers have expressed dismay at the plans, fearing a move to a 'call centre-style' model that would remove the camaraderie of smaller branches. Concerns have also been raised about travel distances for older volunteers and the potential impact of remote volunteering, with some saying they would feel uncomfortable taking distressing calls at home. One volunteer said: 'It does change the absolute basis of how we have worked... A lot of us are anxious and worried.'
Samaritans said remote volunteering would allow people unable to travel to branches to give their time, particularly for night shifts. The charity will consult volunteers before trustees make a final decision in September, with any changes taking place over several years. Volunteers have asked for clarity on branch spending and projected savings.
In its latest financial accounts, Samaritans reported income down for the third consecutive year while costs continue to rise. The charity has a fund of £7m for fixed assets including branches, a property maintenance fund of £28,000, and a branch support fund of £287,000, against £24.6m in charitable income. Bentley stated: 'Over 200 branches... is not sustainable and hinders us providing the best possible service to people who need us.'
