How we work

We have five core values:

  • • Listening Exploring feelings alleviates distress and helps people to reach a better understanding of their situation and the options open to them.
  • • Confidentiality If people feel safe, they are more likely to be open about their feelings.
  • • Non-judgemental We want people to be able to talk to us without fear of prejudice or rejection. People making their own decisions wherever possible
  • • People making their own decisions We believe that people have the right to find their own solution and that telling people what to do takes responsibility away from them.
  • • Human contact Giving people time, undivided attention and empathy meets a fundamental emotional need and reduces distress and despair.

These are supported by four behaviours: support, trust, aspirational and respect.

We pride ourselves on our strong culture of innovation, and recognise the importance of developing new services to support how we can best respond to the needs of our beneficiaries. Some key examples of this include the following:

• We launched a new self-help tool offering online resources for people who are struggling to cope in 2020.

• Over the coming months, we will continue to implement a new online chat service channel for our callers, which will involve the recruitment of around 6,000 new volunteers to support the expected demand.

• We pride ourselves on our creative and engaging fundraising campaigns such as Samarathon, which encourages members of the public to run, jog or walk 26.2 miles whenever and wherever they like during the month of July.

• We encourage dialogue regarding suicide, which can often feel a sensitive or stigmatised topic. For example, our award-winning awareness and behaviour change campaign, Small Talk Saves Lives, aims to help reduce suicide on the railways by encouraging members of the public to strike up a conversation if they see someone who they think may need help.

Open discussion about values and an ethical framework is encouraged and widespread, and we continually strive to become the best organisation we can be, for our beneficiaries, for our supporters and for each other.