Scottish volunteers share their experiences on Samaritans Awareness Day 2024

Our incredible volunteers run branches all across Scotland, offering their time to help to deliver our 24-hour emotional support service to callers in many ways, from answering telephones and emails, fundraising and signposting to support.

This Samaritans Awareness Day, we asked some of our volunteers to provide an insight into what it means to be a Samaritan.

How long have you been a Samaritans volunteer?

I started training around two years ago and have been volunteering on the email hub for the last 18 months.

Why did you decide to volunteer for Samaritans?

I met some Samaritans at one of their publicity events at The Great Yorkshire Show and was struck by their enthusiasm and generosity of spirit. They embodied all the attributes I admire in people. After a long conversation with them, I was hungry to find out more. Because I live in a remote area of the UK, volunteering at a brick-branch was not really an option. Fortunately for me the email hub was being launched. It was too good an opportunity to miss.

What’s the most challenging part of the role?

Probably the training. At that point everything is new and can seem a bit daunting. But, very quickly, you realise that the support you receive is second to none and learning becomes natural and enjoyable. The transition from training to working on a shift is also made easy by one-to-one mentoring. Only when you feel you are ready are you gently encouraged to move forwards. You soon realise that you are in an incredibly supportive environment in which challenges are not really a feature.

And the most rewarding?

Undoubtedly the most rewarding part of being a volunteer is the satisfaction I get from knowing that I have helped someone at a desperate time in their life. But also, it has changed me as a person. I think I am more sensitive to the people around me and am aware that many of them may be suffering, silently. I would like to think I show more empathy and certainly listen carefully now to what anyone is saying to me. Conversations in my everyday life are more interesting and rewarding now, not because what the other person is saying is more interesting, but because I have learned the art of actually listening.

Take us through an average shift.

I prefer the shifts that start at 7pm because I usually get home from work just after 6.

My Samaritans Chromebook is in a quiet part of the house where I know I will not be disturbed so I fire it up about 15 minutes before the shift starts. All the volunteers, together with the shift leader, are usually on a joint workplace call a couple of minutes before the shift. A couple of minutes of sociable chat. Your other volunteers can be from anywhere in the UK and it is always an interesting and diverse mix.

The shift leader runs over a couple of important points about our responsibilities and then we move to another window and answer the next available email. These can be short or very long, complicated, threads. Our responsibility is to answer each of them to the best of our ability. To show warmth and empathy and, importantly, to stay within the guidelines and boundaries of the Samaritan’s remit.

Once a draft answer is written, I go back into the main room and ask if anyone is available to have a look at my draft and make suggestions where it can be improved. This is an incredibly important part of the process. Together, we revise the draft and only when we are both satisfied do we send the reply. At any point we can contact the shift leader for advice or to notify them of concerns we might have about the caller.

This is repeated until about 15 minutes before the scheduled end of the three-hour shift when we try to complete our replies and rejoin the main room for a group debrief. We are encouraged to get up, walk about, take our eyes off the screen and maybe put the kettle on, at any point during the shift that we think it is necessary.

The group debriefs are our chance to offload, share concerns, learn from others and generally get rid of any pressure the shift might have caused us, before we leave our Chromebooks and step back into our normal lives.

There is never any pressure to complete a given number of emails in a shift. The emphasis is firmly on quality not quantity. Initially I worried that I wasn’t answering enough emails but I soon realised it is not a competition. Now I am relaxed about this and try to give the very best answers I can to however few emails I might competently manage in a given shift. Our callers deserve no less.

What would you say to someone who is thinking of becoming a Samaritans volunteer?

I would encourage anyone thinking about becoming a volunteer to seriously look into it. Try and speak to other volunteers. I wish you could take a peek into one of our group debriefs. You would see a wonderful, diverse, empathetic group of individuals trying their best to change the world in which they live by helping some of the most vulnerable people in our society. What is not to admire about that?

How long have you been a Samaritan?

About 18 months.

Why did you decide to volunteer for Samaritans?

I felt I was able to offer something to people in crisis and people needing an ear.

What's the most challenging part of the role?

Not giving advice.

And the most rewarding?

When a caller tells you you've made a difference.

Take us through an average shift.

An average shift for me is getting in the ops room about half an hour before the start of a shift to check I have everything I need and have a cuppa.

Then after phoning the leader it's on with the headset and start taking calls.

Depending on the length of the shift, I will decide if I have another cuppa during it.

Also during the shift I will have a talk with my fellow Samaritans and just go over what the calls have been like, and if they have affected us in any way.

When the shift is ending we call the leader again for a debrief and talk about anything that may be bothering us. Then it's off home until the next shift.

What would you say to someone who is thinking of becoming a Samaritans volunteer?

If anyone told me they were thinking about becoming a Samaritans volunteer, I would absolutely advise them to go for it. It is very rewarding, and something I take pride in.

How long have you been a Samaritans volunteer?

I am a returning volunteer for Samaritans. Previously from 2018 until 2021 then returning April 2023.

Why did you decide to volunteer for Samaritans?

Having been supported through a really rough time in my life by my friends and family, I was then in a position to ‘pay it forward’ and wanted to give something back by volunteering as a Samaritan.

What’s the most challenging part of the role?

Not being able to help everyone that calls in is definitely the thing I find most challenging about the role as a listening volunteer, but then the people we do manage to help and that finish a call feeling a little lighter, balances that out for me.

And the most rewarding?

Most rewarding part is ending a call knowing that I have made someone’s struggle a bit easier for that moment or helped them talk through their feelings and thoughts to help them make sense of what may be troubling them.

Hearing a caller say that they feel better for having called us and that we are making a difference is hugely rewarding.

Take us through an average shift.

Shifts can vary in the types of calls I can get depending on the time of day I am on shift.

It’s not always about suicidal feelings. Many calls are from people needing someone to listen to them offload their troubles. Loneliness, poor health, mental health, addiction and isolation are a big part of why people call Samaritans and many calls can be from people needing support for this.

Being a Samaritan that can listen to these callers is so important as we are not emotionally or personally involved with the callers so they can be open and honest with us without worrying about upsetting us as we are not friends or family.

What would you say to someone who is thinking of becoming a Samaritans volunteer?

I would encourage anyone that was thinking of becoming a Samaritan to go ahead and sign up. It is incredibly rewarding and ending a shift knowing you have made a difference in someone’s life, even if it is only for that day, is worth it.

There are so many genuinely kind people that volunteer with Samaritans and you gain lovely new friends as well as being part of such a caring team of people that are all in it for the same reasons I am….to help people.

How long have you been a Samaritans volunteer?

16 months.

Why did you decide to volunteer for Samaritans?

I have first-hand seen the impact that mental health can have on someone’s life, and how the stigma around it can affect their career, relationships, confidence, etc. It’s important to be able to talk about how you feel in a safe space.

I wanted to help people in a way that wouldn’t take up too much of my free time (I have a busy life, so 3.5 hours a week is manageable) and to be part of team of others who want to make a quiet but significant difference as well.

What’s the most challenging part of the role?

There are callers who have cried nearly the entire time throughout our conversation, so it can be difficult to not be affected emotionally by that. You just want to give them a big hug, but you can’t. You just have to make sure they know you’re still there.

If the call ends abruptly and you don’t know the outcome of what they were telling you, it can be tough not knowing if they are okay.

Callers using the service inappropriately can also be challenging. Every call where someone does that blocks someone who needs Samaritans from getting through to one of us.

And the most rewarding?

Having callers tell you how much more positive they feel after a call, or what positive changes they’re going to make in their lives now they have been able to take it all through. It’s a wonderful feeling.

Getting to know other Samaritans volunteers who want to support each other just as much as they want to support their callers. They make it a very inclusive, welcoming and supportive environment to work in.

Volunteering at Samaritans also helps me switch off from my own life and focus on others for a period of time. I am no longer a wife, teacher, colleague, parent, etc. I am a Samaritans’ Listener, and my callers are my only focus during each call.

Take us through an average shift.

I come into the branch and have a cup of tea and catch up with the other Samaritan volunteer on my shift. We treat this catch up as a “brief” to check we’re both feeling and doing okay, and are therefore ready for the shift ahead.

I then take calls for about an hour and a half before stopping to check in with my colleague again to make sure none of the calls have affected us in a way that would impact on us continuing to take calls.

We continue to take calls again for the rest of the shift until about 20-30 minutes before the end, where we have a “debrief” where we talk about how we feel our calls have went, then we both discuss this with our shift leader. Once all three of us agree we are feeling good and are happy to go home, we sign out before locking everything up.

What would you say to someone who is thinking of becoming a Samaritans volunteer?

I would encourage them to become a volunteer. It feels good to know you are able to support others and are making a difference with every call you take. Being a volunteer can support you with your own mental well-being.

It’s a great way to learn skills in conversation/listening that are invaluable in everyday life too. It’s easy to make a conversation about yourself, but at Samaritans you learn how to make others the centre of your world for that moment.

Taking calls isn’t for everyone however, so there are lots of other volunteer roles available (such as email) which could still help to make a difference since not everyone wants to talk over the phone.

Volunteering at Samaritans is a wonderful way to meet new people as well.

How long have you been a Samaritans volunteer? I have been with Samaritans for just over 1 year.

Why did you decide to volunteer for Samaritans? I began to think about volunteering more seriously after losing my Dad in 2022. It was always something I had thought about doing but it felt like the right time. I wanted to volunteer somewhere I felt I would be helping people and Samaritans felt like the best fit for me.

What’s the most challenging part of the role? Difficult calls are always a challenge. Hearing people’s stories and what they are going through can be hard but it is also very humbling.

And the most rewarding? The most rewarding part of the role is being there for someone at a time of need and feeling like you may have helped them in that moment.

Take us through an average shift. An average shift for me always starts with a coffee and a chat with the Leader and the other Samaritan on shift with me. I can then take calls knowing that I have support around me if needed. My calls tend to vary in length from 5 minutes to 1 hour. No matter the type of calls I have taken that day I always discuss them with the other Samaritan and debrief with the Leader at the end of the shift.

What would you say to someone who is thinking of becoming a Samaritans volunteer? I would say don’t worry that it might not be for you, the training covers everything you will need to know. Everyone at Samaritans is so lovely too. I really enjoy my role and get a lot back from it too. I would encourage anyone thinking about it to do it.

How long have you been a Samaritans volunteer?

Two years

Why did you decide to volunteer for Samaritans?

After working in business for a long time, I had been looking for an opportunity to ‘give something back’. Others in my family have struggled with mental health challenges over the years, and I wanted to play my part to help those who need support.

What’s the most challenging part of the role?

Certain calls can be difficult, particularly when callers have no obvious ‘answers’ or constructive way forward (for example those with terminal illnesses). It’s important to remember that as Samaritans we aren’t here to advise or find answers, and that just providing the caller with time, space and the freedom to vocalise what’s on their mind can play a really positive part in putting the caller in a ‘better place’ - even if it’s just for that day.

And the most rewarding?

I find that listening to others is doubly rewarding in that it provides an outlet for them when they most need it, but also forces me to devote my entire consciousness to that person for the period of the call, helping me put my ‘outside life’ into perspective. The listening skills that we learn during Samaritans training are also hugely useful when interacting with others at work, too!

Take us through an average shift.

I try to arrive about 15 minutes before my shift, so I have the opportunity to connect with my shift partner and share latest information about the branch. After checking in with the shift leader and taking a quick look at on-shift support resources, I’ll start taking calls as close to the shift start time as possible. This maximises listening time as I’ll usually not take a new call during the last 20 minutes of my shift (as I know from experience that this can lead to my shift overrunning massively!). In terms of calls, they vary a lot. I know the number of calls that volunteers take during a shift can vary, but I tend to average about 6 calls during an average 3 hour shift. I get my fair share of ’snaps’ (and sometimes they seem to come in batches). When that happens I’ll sometimes go make a cup of tea and then return to the duty station in order to ‘reset’. I’ll finish up by de-briefing for about ten minutes with my leader, shredding my notes, and then off to car for my 30 minute drive home through the lovely Perthshire countryside!

What would you say to someone who is thinking of becoming a Samaritans volunteer?

Do it! Volunteering with Samaritans can help us with life skills as well as enabling us to support others. If you can find the time, getting involved in running the branch can also be hugely rewarding. I’m really pleased I decided to volunteer.