Our WebChat service is a live chat/instant messenger that connects you to an available HOPELINEUK adviser, who will be there to give you the time and space to talk about how you are feeling and what is going on for you in that moment. The adviser can then work with you on finding ways of coping in the moment by exploring distraction techniques and other coping mechanisms. Advisers can then offer information about other services that can support you based on your individual needs. The adviser might recommend you call HOPELINEUK if you are wanting to work with us on a safety plan, or if you are concerned about a young person, as this allows advisers to work together with you a little more closely.
HOPELINEUK is PAPYRUS’s suicide prevention helpline for anyone under the age of 35 experiencing thoughts of suicide, or anyone supporting someone experiencing thoughts of suicide. Our team of advisers are all skilled and trained in suicide first-aid models of intervention to offer short term suicide prevention advice, and guidance to help those who contact us stay safe from suicide.
Confidentiality and Intervention Policy
HOPELINEUK is a confidential and anonymous helpline unless you are at risk of serious harm, or tell us that you are going to harm someone else. This means that we can’t see any of your personal details without you sharing it with us and you can talk openly with us about your thoughts of suicide without anyone else knowing; but if you were to tell us that you were at risk of being harmed by yourself or someone else, or you were planning to harm someone else, we would talk to you about how we can help to keep you safe.
Advisers will always work with you according to your individual needs and discuss with you any next steps such as reaching out for your own support. There may be times where this isn’t possible and we wouldn’t be able to keep this to ourselves. We might ask questions about who you are so we can get you help as quickly as possible. However, if you can’t share your details with us we will be able to access your IP address, and the type of device you are using on WebChat with us to pass to the emergency services such as the police.
Once your chat has finished, it will save confidentially to HOPELINEUK systems and would only be accessed if you chatted with us again and shared your name with us. Sometimes we use anonymised data to inform research and social policy.