Reading Samaritans Annual Review 2015

an outlet where you can talk without being judged“ ” the hope that I’ve been

able to help some callers sometimes“

”

it is a great privilege to meet other volunteers … who … really care about people

“”

that one call where you know you made a difference to somebody is what makes it all so worthwhile

“” DO IT! It is worthwhile

every way you look at it. ”“

2

Chairman’s Report

Just one suicide is a tragic death too many. After a decade of decline, suicide rates are again rising (currently around 18 deaths a day) and so is the need for our service.Reading Samaritans performs an important role in delivering a high quality, non-judgemental listening service to help our callers reduce their feelings of distress and despair.

We do this in a number of ways – by telephone, email, text and face to face – and you can read about these elsewhere in this review. We are entirely reliant on our highly trained volunteers to deliver the service and on donations from the local community to fund our operations.

As chairman of the committee it is my task, together with the other trustees and the support volunteers,

to ensure that everything about running our charity is taken care of so that our listening volunteers can play their part without concern for anything else (although many of them also help at fund-raising events). We ensure that there is money to pay our bills – it costs around £100 a day to run our branch – and that our accommodation is comfortable, safe and well maintained, that all risks are managed, and that we comply with all Charity Commission and legal requirements.

This year Samaritans has launched a major new national telephone system which has significantly improved caller access by routing calls to an available volunteer. We have appointed our new director and made changes to our trustees and some other committee members. The pace of change will increase over the coming year with important restructuring at a national level to improve our service further.

I’ll be stepping down as Chairman after serving my term of four years but will continue to support the Branch. Finally I wish to offer my heartfelt thanks to the committee and to all volunteers for the dedication, support and friendship that have made my job so rewarding.

Chris SV935 Committee Chairman

3

Initial TrainingKaren 822 leads the team that trains all our new volunteers

What sort of year has it been for the training team?Busy! So far we’ve had three intakes of new volunteers completing the initial skills training and going on to be mentored by experienced volunteers who guide them through their first dozen or so duties. All that takes a great deal of organising, and a lot of people give a lot of extra time on top of their listening duties.

What facilities do you have for training?We have upgraded the equipment in our training room and redecorated the building. We’ve got a new tea urn, and Starbucks have very generously given us two ‘proper’ coffee machines (and pods). We spend quite a lot of time there, so it’s great that it’s a well-equipped, welcoming place to be.

We put up a print of an iceberg to remind us that the time we spend listening to a caller is such a very small proportion of their life that we cannot ever hope to know enough to give them advice – all we see is the tip of the iceberg. It helps all of us to keep in mind that it’s our caller who is best placed to make the key decisions that affect their life.

You piloted the new initial training package last year. How is that bedding in?Yes, we were proud to be selected to do that. It’s become more familiar now: we cover the same subjects as before but with a slightly different approach: for example the new, gentler way we explore suicidal feelings. We’ve also run the updated Initial Training 2 for new Samaritans who’ve finished being mentored and have become probationers, a status they will hold until they complete these four modules, which are spread across several months.

What about the trainers?Emma 893 and Phil 859 have completed their training for trainers, so we now have a very professional group of lead trainers. I wouldn’t be able to manage without the dedication and hard work of the key members of the team who do all the preparation and administration and lead the sessions, and all the other trainers who so generously give their time and attention to our new Samaritans and make sure that they feel welcome and valued in the branch. It takes a lot of people to make sure the training program is successful and their contribution is invaluable. Thanks to all of them!

Karen 822 Initial Training DD

�

First StepsWe asked Dan M1026 what it is like to become a Samaritans volunteer.

How long have you been a volunteer at Samaritans for?About six months now. I’m training to be a listening volunteer.

What made you decide to become a volunteer?I had used the service in the past and was inspired then. I really wanted to help people in the way that I had been helped. I think that having an outlet where you can talk without being judged and without having advice thrown at you is vital. It is a unique service in that way.

What did you think of the selection process?It was a one-day session: quick and useful. It gave us a realistic view of what being a Samaritan would be like, while at the same time encouraging us. It was clear how seriously Samaritans take their work.

How did you find the training?There’s a lot of it! I thought it was comprehensive and very thorough. I was quite nervous about answering the phone at first, but by the time we did our practice duty I was confident. They really prepare you

for every scenario. Training doesn’t stop there, though, as we then go into mentoring. We talk to our mentor after every call, and debrief to the Leader after every shift. We learn lots through other people.

How have you found working with your mentor?My mentors are both lovely. They are extremely helpful and supportive, and understand that I don’t always know how to respond to a caller. I feel like I can talk to them if I have any worries. It helps to have two mentors as I get a slightly different perspective from each. This shows that we are not robots!

How are you feeling about answering calls on your own soon/in the future?I’m looking forward to it on a purely personal level. It will be a massive achievement to be accepted as a probationer and to go solo. Though I’m still in mentoring, I am confident now about taking calls on my own.

Is there anything else you’d like to add about your experience as a Samaritans volunteer?Anything else I’d like to add? DO IT! It is worthwhile every way you look at it. It has even helped relationships at work!

Dan M1026

5

New Samaritans Training WeekendWe asked AJ 880 about her weekend.

How long have you been a volunteer at Samaritans for?Not all that long. I did my first solo shift in November 2013.

What made you decide to become a volunteer?I wanted to be a better listener.

How did you find the ‘New Samaritans Training Weekend’?It was a great learning experience. I met people from all over the country and learnt that Samaritans volunteers all have the same distinctive, quirky sense of humour.

What were you expecting from this weekend?I had been told that the weekend was great but the experience was much better than anything I’d heard.

What did you learn?I learnt about the bigger picture, the way the nationwide Samaritans organisation works, the way it’s structured, the different cogs and wheels that keep it going, the different branches and how they function, the various roles we volunteers play in the management

of the charity. But we also spent time focussing on our listening skills and experienced at first hand how great it is to be listened to properly. That really got the point across...

Which parts did you most enjoy?I enjoyed the role plays. It’s the best way to make a situation come to life, to challenge our reactions and assumptions. We did one scenario which was depicted by movement, almost a dance. It was a great visual message and has stayed with me.

What are your thoughts on the organisation as a whole?I was amazed to find out the ratio of volunteers to paid workers: it is surprising how many volunteers Samaritans has. And the fact that most policies come from listening volunteers; it’s a great example of grassroots policy making.

Is there anything else you’d like to add about your experience as a Samaritans volunteer?All I can say is that although it is tough at times with some of the more difficult calls we get, that one call where you know you made a difference to somebody is what makes it all so worthwhile.

AJ880

6

What is it about Samaritans that has kept you volunteering? I enjoy going on duty and meeting other volunteers (I’ve made some good friends at the Centre). I also really enjoy having contact with callers and I hope both sides get something from our conversation.

How does it feel to receive the Claire Squires award?I was certainly surprised! Although I’m not sure what I have done to deserve it… There are other volunteers who have served for far longer than I have. Nevertheless, it was a pleasure to receive it from Sophie.

Is there anything else you’d like to add about your experience as a Samaritans volunteer?I spent over 20 years visiting Reading Prison with other volunteers. In the early days we talked face to face with lads (they were all between 18 and 21) who were considered at risk of self-harm or suicide. We then trained and supported selected prisoners to be Listeners. This was a completely new world to me, having lived a comfortable and sheltered life myself. But I think the lads also got something out of meeting and talking to us, and I hope we opened up new horizons to them.

Russell 353

A Way of Life

Russell 353 received the Claire Squires award for 24 years of service. We asked him about his experience.

What made you decide to become a volunteer?It was suggested to me by a friend who was a volunteer at Basingstoke Branch, when I was looking for something to do after I had retired.

How have things changed since you first became a volunteer?Basically the actual job we do – to support and listen to callers – hasn’t changed. Most other changes have been just to keep up with the times, which is a necessity I suppose.

What has been most positive about these changes?The introduction of more technology has certainly improved our availability to callers and has, I think, brought the whole of the Organisation closer together.

Russell 353 receives the Claire Squires award

�

Volunteer Care

Maria 386 looks after our volunteers. We asked her what her role involves.

Why do we need Volunteer Care?Samaritans, on occasion, face challenging and upsetting calls and the effect can linger long after the contact has ended. While on duty we work in a culture of mutual support, remaining aware of the reactions of our co-volunteer and ready with reassurance and a well-timed cup of tea. But Samaritans are not immune to life’s problems and sometimes need a sympathetic ear themselves!

Do volunteers get overwhelmed by what they hear?Not usually, no – our training and support structure ensure that volunteers are able to cope. But

private life can get in the way and at times the best course of action for a volunteer is to take some time off.

What does your team do?We look after the branch members, ensuring that they have all the support they might need while they undertake shifts and when they are taking a break from duties. We’ll keep in contact while they are off duty, and help to ease them back in when they return to service.

What about new volunteers? When new Samaritans have finished training, they are allocated mentors to see them into branch life. They also join a support group that meets up, usually monthly, to talk about how they are coping with shifts; introducing new volunteers to the branch in this way also forms part of Volunteer Care.

What do you like about your role?It’s a great feeling supporting callers in crisis, but it’s also very rewarding to help people you know! I’d like to take this opportunity to thank my team, Jane 748, Maggie 758, Martin 834, Spencer 575 and Wendy 686, without whom I would not be able to fulfil this role.

Maria 386 Volunteer Care DD

8

What’s the purpose of Outreach activities in Reading Samaritans?To raise awareness of the services we provide, how we work and how to contact with us. For example Feet on the Street is a great way to reach out to people, especially men who may not otherwise have contacted us. It’s also an opportunity to recruit new volunteers, so we speak to people about what it’s like being a Samaritan and what they can expect from training. I’m also working on establishing partnerships with other organisations in the area.

OutreachEmma 893 organises all our work outside the branch. Her enthusiasm is boundless!

When did you get involved with Outreach?I became the Outreach DD in January 2015. I enjoy organising events, am comfortable giving talks and feel that promoting Samaritans in the community is really important.

What has the Outreach team done this year?Lots! We have regular Feet on the Street (FOTS) sessions in Reading town centre, we’ve given talks in schools and delivered listening skills training to various community groups. We work with Network Rail to hold awareness events, and we’ve provided post-incident support at Twyford station. We’ve attended Reading Pride, Eid, and other community events. The list goes on...

Who is in the team?Lots of different volunteers have helped at these events and I would like to thank them all for taking on these activities in addition to their listening duties.

Raise awareness of ways to contact us: by

phone, email, text message

Recruit new volunteers

Other ways to access our service: FOTS and talking to

listening volunteers at eventsPromote

listening skills

Tell people what we do and

don’t do

I sign up to Feet on the Street because we make contacts with so many people who may well not know about us or consider contacting us. It’s terrific teamwork out there, in any weather, offering a warm word, a smile, a sign that others care.

Iona - Bracknell Branch

“

”

9

What’s the purpose of Partnerships?I wanted to establish links with other charities and organisations so that we can work with them and learn from them how they support their specific client groups. By sharing knowledge we can all be more effective.

So who are these organisations?One is the Royal Berkshire Hospital. The aim is to have a team of volunteers supporting A&E regularly, to have a presence at their Suicide Prevention meetings and to provide listening skills training to staff.

Another is Reading Pride who not only deliver the annual Pride event but also support the LGBT+ community in Reading throughout the year. We delivered listening skills training to Ability Housing Association (who support vulnerable people in their own homes) and it was clear that a partnership with them would be valuable, so this is also in the pipeline.

We have an existing partnership with Network Rail at Reading and Twyford stations. There have been a number of incidents at Twyford, so together with Iona 881, Outreach Director for Bracknell, we have established an incident support process so that the team knows what to do if an incident takes place. Several volunteers also attended a training course which is delivered to Network Rail staff.

And in the future?I’ll be organising more talks and listening skills training sessions, setting up more outreach events and developing the partnerships I’ve discussed.

Emma 893 Outreach DD

I can’t thank you enough for giving me the opportunity to attend this training course Megan - Bracknell Branch

“”

On the main concourse of Reading Station

The team at Reading Pride

10

On-Going TrainingJean 541 organises these essential sessions for our branch.

How long have you been a volunteer at Samaritans?About 41 years. I can’t remember the exact date but I think I finished being mentored around September 1974. The initial training was very different back then with a strong psychological influence and a ‘70s’ style: we needed to be in touch, and comfortable, with our own feelings.

What made you decide to become a volunteer?A colleague at WRVS HQ in Reading, who was a Samaritans volunteer, said she had to find someone just to come to a selection day. I remember doing an extensive intelligence test. I never learned my score but I guess they thought I had at least two brain cells that could work together!

How do you feel about doing additional training every year?I think it is useful, particularly if there has been any change in our approach – such as the way we ask about suicidal feelings. With Connect (our new call distribution system) and the FreeCall number, it is very important that callers get a consistent response from us no matter where they’re calling from or which Branch they are speaking to.

What was the subject of the OGT you attended most recently?As I organise it I’ve covered a number of subjects! The most interesting for me was the full-day session on “Self Harm” – perhaps because I was not delivering it! It is something that often comes up with callers, and a subject that is not widely understood.

How has OGT helped you as a Samaritans volunteer?The obvious benefit is that it enables me to keep up to date (and reminds me of best practice). There have been lots of changes to the ways in which we respond to our callers over the years – many of them resulting from new technology: e-mail, text messaging and Connect. OGT ensures we use it effectively to give a consistent service to our callers. I also find that it’s a good way to meet other volunteers who have a

11

different shift pattern from mine and who are not in my Support Group.

Is there anything else you’d like to add about your experience as a Samaritans volunteer?Apart from the hope that I’ve been able to help some callers sometimes, it is a great privilege to meet other volunteers of all ages and backgrounds and personalities with one thing in common – they really care about people and give a lot of their time and effort because of that. And not just for the benefit of callers, but also for their fellow volunteers!

Jean 5�1 On-going Training DD

Work in PrisonsBen 689 leads the team that works with prisoners in Huntercombe.

How long have you been a volunteer at Samaritans for?Eleven years – since my last child left home to go to University. I needed another voluntary caring job, although my parenting wasn’t really over!

What made you decide to become a volunteer?For a short time I’d needed to call Samaritans and found it useful. They made intelligent observations which helped me and I wondered if I could do the same as a way of paying back.

How is our branch involved with Huntercombe prison?We select and train prisoners to be Listeners. After the intensive training we visit them every other week to discuss the Samaritans calls they’ve taken. Both prisoners and wardens can feel stress in the difficult conditions of a prison environment and we do our best to keep the human element in the foreground.

What support do we provide for the prisoners there?Huntercombe is a detention centre for foreign nationals who commit crimes in the UK. Some are visitors, but some were born here of foreign parents and never applied for British nationality, so they may be deported to a ‘home’ country they’ve never been to. The prospect of this can be hugely stressful.

How many Listeners are there?When we have just finished training there are about 15, but several get deported, often unexpectedly. Once we know there are going to be fewer than five we start the process of selecting and training another cohort.

12

What are the benefits of our work at Huntercombe?There are several. Listeners act like Samaritans volunteers to support fellow prisoners in distress, so the likelihood of suicide and self-harm is reduced. This benefits both the prisoners and the prison staff who are responsible for keeping them safe. Teaching Listeners to use Samaritans listening skills helps them grow and develop, often in ways they never knew they could. They learn personal interaction skills that can help them in future life and might even keep them out of prison (re-offending rates are typically ~80%). We gain the satisfaction of seeing them develop and in some cases blossom. And we form relationships with fellow volunteers often with vastly different life experiences. As in most team activities, we learn from each other.

Anything else you’d like to say about being a Samaritans volunteer?As in any large organisation it can be easy to get bogged down with rules: at times we have lost sight of the love for fellow humans that our founder started with. Thankfully in my time at Samaritans I’ve seen positive changes to our policies when we’ve realised we’ve got something wrong. It’s good to stay focussed.

Ben 689

Branch DirectorSophie 328 became Director in May this year. We asked her what it was like to run the Branch.

How long have you been a volunteer?It’s been 25 years now.

What made you decide to become a volunteer?My aunt was a volunteer in Central London and worked with our founder, Chad Varah. She’s always been an inspiration to me; the sort of person you feel you want to open your heart to. I knew how much she valued being part of Samaritans, so when I moved to Reading and saw an advertisement asking for volunteers, it seemed the obvious thing to do.

What does the Branch Director do?My job description says that I am responsible for the day-to-day contact and management of the Branch to enable its work with suicidal people, or those in crisis, to be carried out effectively. I like to paraphrase this by saying that my job is to ensure that we have enough trained and motivated volunteers available when and where our callers need us most. I lead a team of Deputy Directors who manage all aspects of Branch life. There’s the recruitment and training of volunteers and looking after them during their time with us, both on and off duty. There is the planning of outreach, of on-going training, and the management of Caller Support. There’s the rota, and the maintenance of our computer systems. Ultimately, I’m responsible for everything from biscuits to solar panels, from carpets to car parking. I couldn’t do any of it without the Committee, the Deputies and all the other volunteers who take on extra roles to make sure that the Branch stays open, that everything works and is where it should be and that the volunteers stay safe and happy.

What have you learnt about Reading branch since becoming director?I already knew that we have an amazing, dedicated and skilled group

of volunteers who give up their time – day and night – to be here for our callers. I found out how much more they do over and above their duties. And how much we rely on our support volunteers who are, to some extent, our unsung heroes.

What do you hope to achieve during your term?I hope to increase volunteer numbers, so that we can reach out more effectively to the local community, and I intend to ensure that each and every volunteer knows how much they are valued. And I want to make sure that our branch stays at the forefront of developments in the wider organisation.

Is there anything else you’d like to say about being a Samaritans volunteer?I have been a Samaritans volunteer for almost half of my life so far and it has been one of the most rewarding aspects of my life, and it is central to the person that I am. Nothing beats the feeling of being there for someone who calls us because they feel that there is nothing left for them, but who, through talking to us, is able to find the strength to carry on.

Sophie 328 Director

13

Branch DirectorSophie 328 became Director in May this year. We asked her what it was like to run the Branch.

How long have you been a volunteer?It’s been 25 years now.

What made you decide to become a volunteer?My aunt was a volunteer in Central London and worked with our founder, Chad Varah. She’s always been an inspiration to me; the sort of person you feel you want to open your heart to. I knew how much she valued being part of Samaritans, so when I moved to Reading and saw an advertisement asking for volunteers, it seemed the obvious thing to do.

What does the Branch Director do?My job description says that I am responsible for the day-to-day contact and management of the Branch to enable its work with suicidal people, or those in crisis, to be carried out effectively. I like to paraphrase this by saying that my job is to ensure that we have enough trained and motivated volunteers available when and where our callers need us most. I lead a team of Deputy Directors who manage all aspects of Branch life. There’s the recruitment and training of volunteers and looking after them during their time with us, both on and off duty. There is the planning of outreach, of on-going training, and the management of Caller Support. There’s the rota, and the maintenance of our computer systems. Ultimately, I’m responsible for everything from biscuits to solar panels, from carpets to car parking. I couldn’t do any of it without the Committee, the Deputies and all the other volunteers who take on extra roles to make sure that the Branch stays open, that everything works and is where it should be and that the volunteers stay safe and happy.

What have you learnt about Reading branch since becoming director?I already knew that we have an amazing, dedicated and skilled group

of volunteers who give up their time – day and night – to be here for our callers. I found out how much more they do over and above their duties. And how much we rely on our support volunteers who are, to some extent, our unsung heroes.

What do you hope to achieve during your term?I hope to increase volunteer numbers, so that we can reach out more effectively to the local community, and I intend to ensure that each and every volunteer knows how much they are valued. And I want to make sure that our branch stays at the forefront of developments in the wider organisation.

Is there anything else you’d like to say about being a Samaritans volunteer?I have been a Samaritans volunteer for almost half of my life so far and it has been one of the most rewarding aspects of my life, and it is central to the person that I am. Nothing beats the feeling of being there for someone who calls us because they feel that there is nothing left for them, but who, through talking to us, is able to find the strength to carry on.

Sophie 328 Director

1�

IndividualsBeth Higginson, student at Bradfield

CollegeDavid BeazleyDavid RouaneDuncan HartleyGavin CookGeoff HarlowGray R A BJulia & Richard TredgettK S LambertKenneth TamkinLou 809’s jam salesM J Williams-StockM V MorrisMargaret MarshallMr Peter TamkinMrs A V DaviesMrs Claire HallMrs D WoodfordMrs J FisherMrs M J H ChristieMV ChristieRalph HoulbrookRussell SummersN S RayitGuests at Sophie and Carl’s partyA HarrisDavid BeazleyDavid PowellDr & Mrs C Gilson Mr J Herring

In Memory of Edith 385D. Payze – donations in memory of

Melanie

Companies, Groups, Trusts et al.ASDA customers, Lower EarleyAviva Community FundBishopswood Day NurseryCOOP Community DividendErnest and YoungGilbert & Eileen Edgar FoundationHenley PCCHenley Town Council Mayor - charity of

the yearKyoceraLloyds BankNetwork Rail Reading station – staff and

customersPrudential Sainsbury’s Broad Street, ReadingSt Lawrence Relief in need TrustStoke Row Independent ChapelThompson Reuters Waitrose CavershamWesley Guild of Tilehurst Methodist

Church

Government BodiesHMP Huntercombe (for services

rendered)HMRC Gift AidReading B CThames Valley Police & Crime

Commissioner

100 ClubAll the members of the 100 Club

(membership places available to volunteers and supporters)

AcknowledgementsWe are very grateful to our many supporters whose generosity makes our operation possible.

15

Reading SamaritansSummarised Receipts and Payments accounts for the year ending 31 August 2015 2015 201�Income £ £ Donations 14,219 24,823 Revenue Grants 7,224 2,559 Fundraising 14,807 11,142 Bank interest 437 714 36,687 39,238

Expenditure Direct & charitable expenditure 36,573 21,362 Fundraising costs 3,523 2,582 Management & administration 1,955 5,430 42,051 29,375 Net 5,364 9,864

Summarised balance sheet as at 31 August 2015

2015 201�Tangible assets £ £ Property and other physical assets 581,023 581,023 Bank and Building society accounts 38,810 44,170 Netassets 619,833 625,193

Financed by Unrestricted funds General funds 619,833 625,193

Reading Samaritans is a registered charity number 263,5��

16

Volunteering for

Samaritanscan change someone’s life…

… your own

How to contact us

For emotional support: phone (free call) 116 123 email jo@samaritans.org text message 07725 90 90 90 drop in to see us 11am–10pm 59a Cholmeley Road Reading RG1 3NB

For other purposes: via our web site www.samaritans.org/reading office email office@readingsamaritans.org.uk by phone 0118 926 6333 twitter @ReadingSams