Samaritans have just launched a guidance document I wrote for them earlier this year. The document is for people working on customer services or social media platforms at train operating companies across the UK. It provides support and guidance to help them support and signpost vulnerable people who contact them.
The industry requested this guidance. Samaritans already offer ‘Managing Suicidal Contacts‘ training for rail staff who may have face-to-face interactions with vulnerable customers. Staff have noticed an increase in contacts via social media or help points but have not been sure how to respond.
To develop this resource I spoke to Samaritans staff and customer services and social media operators across the network. I interviewed people working in suicide prevention in train operating companies. I also reviewed conversations, feedback, existing policies and Twitter feeds. Train operating companies across the UK have different policies and processes in place. The challenge was to create something general enough to be relevant to everyone while specific enough to be genuinely helpful.
The result is a 21-page guidance document with information for staff and managers about the recommended procedures before, during, and after a contact.
It’s been a while since I have shared a completed project. Covid-19, pregnancy and maternity leave in 2021 have slowed things down a bit. But I’m really pleased with this work and thrilled to be back writing.
It has been wonderful working with you Clare and I hope it won’t be the last time. I have appreciated your efficiency, attention to detail and ability to pull together a complex piece of work involving multiple opinions.Olivia Cayley – Head of Rail Programme Samaritans