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 told volunteers in a video last week that it hoped 'within the next seven to 10 years, our branch network will have reduced by at least half' and that it would move to 'fewer but bigger regions'.
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. Chief executive Julie Bentley told volunteers that much of its fundraising income was going into 'maintaining bricks and mortar, rather than being used to improve our services'.
Some volunteers have expressed fears that the charity is moving to a 'call centre-style' model that would remove the 'camaraderie' found in smaller branches. There are also concerns that volunteers, many of whom are over 50, would be unable to travel large distances to branches in larger towns and cities. One volunteer said: 'It does change the absolute basis of how we have worked... Would the ambulance service suddenly decide to have people take calls in their home?'
The charity said remote volunteering would allow people unable to travel to branches to give their time, particularly for night shifts. Samaritans said it would consult volunteers about its plans before the trustees make a final decision in September, and any proposed changes will take place over a number of years.
In a statement, Bentley said: 'Samaritans provides a life-saving service... but the changing needs of our callers and volunteers means thinking differently about the way our services need to work. Over 200 branches, varying in size from 10 to 300 volunteers, is not sustainable and hinders us providing the best possible service to people who need us.'
