Samaritans plans 24/7 online chat and remote volunteering to strengthen its suicide prevention service

Samaritans plans 24/7 online chat and remote volunteering to strengthen its suicide prevention service

(IN BRIEF) Samaritans has announced a major programme of change to strengthen its suicide prevention service, focusing on reshaping its branch network, expanding its online chat to 24/7 availability, and piloting remote volunteering opportunities. The charity, whose 23,000 volunteers answered over 3.3 million calls last year, aims to ensure no caller waits longer than five minutes to connect with a volunteer. Pathfinder regions in England and Scotland will test new branch models from 2026, while the online chat service will be scaled to match the 24/7 helpline. A two-stage pilot of remote volunteering will also begin, with the goal of boosting overnight support. CEO Julie Bentley emphasised that while the changes are challenging, they are essential to reach more people in crisis and prevent suicides.

(PRESS RELEASE) DUBLIN, 1-Oct-2025 — /EuropaWire/ — Samaritans has announced a series of major changes designed to secure its future as a leading suicide prevention charity and ensure it can be there for more people when they need help most. The charity’s new strategy focuses on three key areas: reshaping its branch network through regional ‘pathfinders,’ expanding its online chat service to be available around the clock, and piloting remote volunteering opportunities for the first time.

In 2024, Samaritans’ 23,000 volunteers answered over 3.3 million calls for help – the equivalent of one every ten seconds. But despite this extraordinary commitment, there are still moments, particularly overnight, when people in crisis must wait too long to connect with a volunteer. With suicide still claiming a life every 90 minutes in the UK, the charity is determined to close those gaps and reach a point where no caller waits longer than five minutes.

Testing new ways of working
Beginning in April 2026, Samaritans will introduce ‘pathfinder’ regions in South East England, Yorkshire and Humberside, and Scotland. These areas will test different approaches to scaling up, merging, and in some cases closing branches, ensuring the organisation can meet demand efficiently across both urban and rural settings. Lessons from these pathfinders will inform decisions for the rest of the UK, though no wider changes will be introduced before 2028.

A 24/7 digital lifeline
In recognition of changing communication habits, Samaritans is committing to scale up its online chat service. Initially launched as a pilot in 2020, the service is currently available only at set times. The new ambition is to provide access 24 hours a day, 365 days a year, matching the charity’s long-standing telephone helpline. Together, these channels will increase capacity and ensure that people experiencing suicidal thoughts can reach out in the way that feels most comfortable for them.

Remote volunteering opportunities
For decades, Samaritans has relied on its in-branch volunteers, but the charity is now preparing to pilot remote volunteering as an additional option. A small pre-test of 20 volunteers will run in 2025, followed by a larger pilot with 120 volunteers in 2026. The focus will be on boosting support during the middle of the night, historically the most difficult shifts to cover. Remote volunteering will only be introduced more widely if it is proven safe and effective for both volunteers and callers.

A commitment to saving lives
Julie Bentley, Chief Executive of Samaritans, said: “We believe the power of human connection can prevent suicide and that will never change. But the way we deliver that connection must evolve to meet the growing need. These changes will help ensure we can be there for more people, at the moment they reach out, because a moment too late is not an option.”

Bentley added: “Although change is never easy, the feedback from our volunteers has been central to shaping these plans. Together with their dedication and the continued support of the public, we will make Samaritans fit for the future and do all we can to save more lives.”

The announced changes apply to the UK only, with volunteer engagement in Ireland scheduled to begin in 2027.

Notes to editors

For any press enquiries or interview requests, please contact press@samaritans.org or call 0208 394 8300 (or if out of hours 07943 809162)

* https://digital.nhs.uk/data-and-information/publications/statistical/adult-psychiatric-morbidity-survey/survey-of-mental-health-and-wellbeing-england-2023-24

About Samaritans 

• Every 10 seconds, Samaritans responds to a call for help.
• Samaritans volunteers are available round-the-clock to listen and support people. They won’t judge or tell you what to do.
• Anyone can contact Samaritans, free, any time from any phone on 116 123, even a mobile without credit. This number won’t show up on your phone bill. Or you can visit www.samaritans.org
• Samaritans is a charity and it’s the public’s kind donations and around 23,000 volunteers that mean we are always there for anyone struggling to cope. Find out how you can support us or volunteer with us.

SOURCE: Samaritans