At 10pm on a weekday evening, Jeremy* begins his shift. Surrounded by the soft murmur of supportive voices and the gentle tap of keyboards, he is not in his marketing office, but at a Samaritans branch in a UK inner city, preparing for his weekly three-hour volunteer role.
The Weight of the Headphones: A Shift on the Frontline
Logging onto his computer and donning his headphones, Jeremy takes a deep breath before answering his first call. In his four years volunteering for the charity's 24/7 emergency helpline, he has learned to expect the unexpected. The calls have ranged from teenagers in the grip of panic attacks and isolated pensioners battling loneliness, to, unfortunately, calls of an inappropriate nature.
"The biggest challenge is taking difficult calls and putting the phone down and living with the fact that you don't always know what's going to happen to [the caller] afterwards," Jeremy told the Daily Mail. He was inspired to volunteer by friends who praised his calm demeanour and sympathetic ear, joining 22,000 other volunteers propping up the charity's 200-site national service.
More Than a Chat: The Principles of Listening
On an average three-hour shift, Jeremy answers around four calls. Conversations can last from a brief five-minute check-in to marathon sessions exceeding an hour. "Every call is different," he explained. "Our idea is to help prevent suicide through the power of human connection. We provide a safe space where someone feels listened to without judgment."
Despite the life-saving nature of the work, Samaritans are not therapists and do not use scripts. Volunteers are trained to rely on intuition, guided on questioning techniques, tone of voice, and conversation management. "We are a listening service," Jeremy emphasised. Confidentiality is paramount, breached only in extreme circumstances where a caller is in immediate danger.
Finding Strength in Community: Coping with the Emotional Toll
The work is emotionally taxing, making the support system within the Samaritans vital. "Samaritans are definitely community based. Everyone there is a like-minded thinker, everyone there supports each other," Jeremy insisted. Breaks are essential and flexible, offering volunteers "breathing space to digest difficult calls."
Part of the challenge involves handling misuse of the free service. Jeremy admits receiving inappropriate calls is not unusual, but volunteers are trained to be steadfast, typically offering a caller a few chances before ending the conversation. "It's part and parcel of providing a free service," he said.
Despite the challenges, Jeremy finds the work profoundly rewarding. "It can be draining, but I have never ever come away thinking 'that was time badly spent'. It's a privilege to be a Samaritan," he shared. The charity, founded over 70 years ago by Reverend Chad Varah, has answered more than 134 million calls and also offers face-to-face support in communities, prisons, and at festivals.
*Names have been changed. For confidential support, call Samaritans on 116 123, visit samaritans.org or visit a local Samaritans branch.
