Samaritans Listening Service

Business Profile

Core Value Proposition

Samaritans Listening Service provides 24/7 free, confidential listening and crisis support through multiple channels (phone, email, letter, web chat pilot, and in-person branches) to help anyone in crisis or considering suicide.

Target Customer

{"Individuals in crisis or experiencing suicidal thoughts","People worried about someone who may be in crisis","Friends and family seeking support","Organizations seeking partnerships (workplaces, schools, health and care) for suicide prevention"}

Key Differentiator

{"Only organisation collating suicide data for all UK nations and Ireland","24/7 free helpline staffed by volunteers","Multi-channel access (phone, email, letter, web chat pilot, in-person)","Nationwide reach across the UK and Ireland"}

Implementation Timeline

{"access_immediacy":"Immediate access via telephone; aim to connect to a listener straight away","response_times":["Email responses may take several days","Letters are aimed to be answered within 7 days","In-person branch hours vary; check opening times"]}

Pain Points

1Need for immediate, non-judgmental listening during crisis or suicidal ideation
2Limited access to confidential support outside normal hours or via text/chat
3Need for accessible contact options (phone, email, letter, in-person) across multiple channels

Key Features

124/7 free telephone helpline (116 123)
2Confidential, non-judgmental listening from trained volunteers
3Multi-channel contact options (phone, email, letter, in-person, web chat pilot)
4Confidentiality policies and privacy protections
5Next Generation Text service and alternative contact methods for deaf/hard of hearing
6In-person branch network and local support availability

Target Customer Industries

Decision Makers

1CEO / Chief Executive
2Head of Partnerships / Corporate Partnerships
3CSR Manager
4Fundraising Manager
5Head of Community Engagement

Client Results

1In 2022, almost 3 million calls for help by telephone and more than 200,000 by email were responded to by Samaritans volunteers
23,462 volunteers contributed last Christmas to respond to vital calls
310,632 calls for help were responded to last Christmas day
4It costs £52,628.40 to provide our service to individuals seeking support on Christmas day alone
5For every £1 raised, 80p goes to services and 20p is invested in raising the next £1
6The service is available 24/7 year-round

Competitive Advantages

124/7 free helpline accessible from any phone
2Confidential, private listening with non-judgment
3Volunteers provide support, expanding capacity and reach
4Multiple channels increase accessibility (phone, email, letter, in-person, chat)
5Nationwide data collection on suicide across UK and Ireland (unique data resource)

Key Benefits

1Immediate, free crisis support via 116 123

2Confidential, non-judgmental listening from trained volunteers

3Accessible through multiple channels (phone, email, letter, in-person, web chat)

4Support for people worried about others and for organizations running prevention initiatives

5Nationwide coverage across the UK and Ireland

Additional Product Information

Product Description

Samaritans provides around-the-clock listening and crisis support via a volunteer-based listening service across multiple channels, including a free telephone helpline (116 123), email, letters, in-person branches, and a pilot web chat, with confidentiality and accessibility as core principles.

Target Market

Individuals in crisis or experiencing suicidal thoughts in the UK and Ireland; people seeking support for someone else; organizations seeking partnerships (workplaces, schools, health and care) for suicide prevention

Unique Value Proposition

Samaritans combines a 24/7 free listening helpline with a large volunteer network, multi-channel access, and nationwide reach, plus data-driven insights on suicide across the UK and Ireland

Technical Requirements

Channels supported: telephone (free 116 123), email, letter, in-person listening, web chat pilot; Next Generation Text service (0330 094 5717); response times vary by channel

Pricing Model

Donations fund operations; donation options include monthly and one-off gifts; text-to-donate option (LISTEN5) at £5/month; per the charity, 80p of every £1 raised goes to services and 20p to fundraising

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