Call: 0800 068 41 41

Email: pat@papyrus-uk.org

SMS: 07786 209697

HOPELINEUK is a specialist telephone service staffed by trained professionals who give non-judgemental support, practical advice and information to;

View our Confidentiality Policy

Help & Advice

About HOPELineUK

What is HOPELineUK?

HOPELineUK is a confidential support and advice service for:

  • Young people under the age of 35 who may be having thoughts of suicide
  • Anyone concerned a young person may be having thoughts of suicide. 

A HOPELineUK advisor will hear about the things that are happening in your life that are contributing to your thoughts of suicide and provide advice about how you can cope with your thoughts of suicide, or where you can access help. You can also speak to our HOPELineUK advisors to get advice about how to start a conversation about suicide with someone you are concerned about, and how to best support them.

Call: 0800 068 41 41

Text: 07786209697

Email: pat@papyrus-uk.org

Opening hours are 10am-10pm weekdays, 2pm-10pm weekends, and 2pm-10pm Bank Holidays. 

Below you will find some useful answers to questions you may have.

Who will I talk to when I contact HOPELineUK?

When you call you will get through to a HOPELineUK suicide prevention advisor who is part of the Charity PAPYRUS Prevention of Young Suicide. HOPELineUK advisors are mental health professionals who are trained in suicide prevention intervention skills.
A HOPELineUK suicide prevention adviser is someone who:

  • Will take you seriously
  • Will give you a safe space to talk about what you are going through
  • Will ask about thoughts of suicide
  • Won’t judge you
  • Won’t be shocked by anything that you have to say
  • You can trust
  • Will advise and support you with your thoughts of suicide
  • Will want to help you keep safe.

HOPELineUK advisors are people who each come with their own backgrounds, cultures, family and friends. They may have differing sexuality, ethnicity or physical and mental health than you, however, the focus will always remain on you. You may ask to know more about the advisors and their experiences, especially if you feel like it may help you. HOPELineUK advisors will not talk about themselves, or answer personal questions as they want the conversation to be about you.

What do I say when I call through?

When you get through by phone, an advisor will answer by asking you how they can help. They understand that it can be hard to talk openly about how you are feeling; especially if you’re upset, feeling overwhelmed or worried about talking about suicide. HOPELineUK advisors will give you space and time to talk about suicide. You don’t have to say anything, but if you do call and feel unable to speak, it’s ok to just hang up the call. You may find it helps to have an idea of what you want to say before you call.

When you text or email in, you don’t have to say anything in particular, just a simple hello is enough. HOPELineUK advisors will always reply to every message that is received. After your first contact with HOPELineUK via text or email, you will get an automatic response with details of the opening hours. If HOPELineUK is closed when you make contact, your message will be picked up when it reopens.  

HOPELineUK advisors may ask some questions about what’s happening for you to reach out for a little extra support and will explore with you how you are feeling. You don’t have to share anything that you don’t want to and advisors will never force you to share anything that you are uncomfortable with but the more you share, the more the advisor will be able to help and understand what advice fits your individual needs and experiences.

Will you keep what I say confidential?

HOPELineUK is a safe space for you to talk about suicide, whether you are feeling suicidal or are concerned a young person you know may be having thoughts of suicide. HOPELineUK want to make sure that you feel able to trust to them with what’s happening in your life and will keep everything that you share with them confidential. There may, however, be times when advisors are concerned and may not be able to keep what you share between you and HOPELineUK. These times may include the following:

  • You ask us to contact the emergency services for you
  • Your life or someone else’s life is in immediate danger
  • You have acted on your thoughts of suicide and taken steps to end your life and are not able to access help for yourself
  • You share that you have access to the means to end your life and you are unable to stay safe
  • You say that you are seriously harming another person
  • You are being hurt by someone in a position of trust who has access to other young people, for example a teacher, a member of the police or a family member
  • You are under 18 or a vulnerable adult and disclose information that indicated that we need to follow our safeguarding policy.  
  • You share acts of terrorism or bomb warnings.

Your safety is always a priority. Advisors will always try and inform you if they need to break confidentiality to keep you safe, and will always try and work with you to get you to a safe place. HOPELineUK advisors will only share facts related to getting you help immediately. You can read our confidentiality policy here.

What ways can I contact HOPELineUK?

You can contact HOPELineUK in a number of different ways and the choice of how to make contact is yours.

You can call 0800 068 41 41

All calls to HOPELineUK are free. When you call this number you will get through to an available HOPELineUK advisor who is there to support and advise in suicide prevention. If an advisor is not available when you call, then you will come through to the answer machine. This will tell you if you’re in immediate danger you should call 999. If you are not in immediate danger and would like a call back it’s important you leave a contact number as advisors do not have access to caller’s details. HOPELineUK advisors will always return calls to contact numbers that have been left on the voicemail. When an advisor calls you, it will appear as an unknown number.

You can text 07786209697

Messaging the HOPELineUK text number works the same as any other text message. You will be charged at your standard network rate. If you contact HOPELineUK for the first time in opening hours, you will receive the automatic open response. This response gives details of opening hours as well as information HOPELineUK’s confidentiality policy.

If you contact HOPELineUK for the first time during hours were we are closed, you will receive the closure response, detailing opening hours and that HOPELineUK advisors will respond as soon as they can. HOPELineUK will respond to texts as soon as they can but during particularly busy times it can take up to 24 hours for us to see your message and reply.

HOPELineUK does not have immediate access to your mobile number, as all messages that come through the system are anonymous.

You can email pat@papyrus-uk.org

It is free to email HOPELineUK and you can do this from your usual email account. Details of your email address will be made anonymous. It can take a little while to respond and in busy times HOPELineUK's aim is to reply within 24 hours.

This means that if you need more immediate suicide prevention advice and support, text and email may not be the best way.

Although your details are anonymous, HOPELineUK can request your number or email address through their system. Advisors would only do this if they are really concerned about you. Advisors will always ask you to provide those details yourself first and tell you if they need to access your number or email address.

When you talk to HOPELineUK either by phone, text or email, you will always talk to a trained suicide prevention advisor. HOPELineUK advisors will keep a few notes about what you have shared to make sure that they have given you the best support.

Is there a limit on how long I can talk to a suicide prevention advisor?

There isn’t a limit on how long you can talk to an advisor for, however, most calls last around 30 minutes. It can be less or more than this, depending on how long you need to chat for. If you are struggling to stay safe, an advisor may ask you to stay on the phone for a little longer so that they can make a safe plan with you. A safe plan is something that you and an advisor work on together, to keep you safe from suicide in that moment.

Although HOPELineUK are a short term service there are some people who contact us on a number of different occasions. If you are identified as someone who uses HOPELineUK frequently, advisors may chat with about how they can better support you and suit your needs.

HOPELineUK has limited resources and can get really busy. It’s important that you use the advice that you are given and make the most of the call.

Will I speak to the same person every time I get in contact?

HOPELineUK has a number of different HOPELineUK advisors who work as part of a team to best support you. When contacting HOPELineUK by text and email, different advisors may respond to your messages, so you may talk to a couple of different people during one conversation. On the phone, the advisor who picks up your call will work with you to make sure that you receive the right information and support that suits you.

Advisors will focus the call on you and therefore will not share any personal details with you.

Is it a real person that I am talking to?

HOPELineUK advisors are all real people who work across all three of HOPELineUK services. The first contact that you get from HOPELineUK on the text and email service is an automated response, but contacts from that point onwards will be from HOPELineUK advisors.

Contacts are not scripted, but all advisors are trained in the same way and therefore you may find that they phrase things in similar ways. This is to make sure that whoever you get through to is able to give you the same support and advice. Advisors will ask similar questions as they want to make sure that they know about your situation, whether you are contacting HOPELineUK for advice and support for yourself or for someone else.

Can I give you my opinion of how helpful I found the service?

HOPELineUK is always looking for feedback from the people they talk to. The more they know about how you found talking to HOPELineUK, the better. HOPELineUK advisors want to know what they are doing right and what they can improve on, and welcome your opinion on this. You can provide feedback by the following link, http://goo.gl/forms/noStj9H8sXor if you don’t want to fill out the form, you can email admin@papyrus-uk.org.

Where else might I find HOPELineUK online?

HOPELineUK is part of the charity PAPYRUS Prevention of Young Suicide, and you can find out a little more about HOPELineUK services on the PAPYRUS Twitter and Facebook pages. Facebook and Twitter are a great way to let more people know that there is advice and support available for those struggling with thoughts of suicide or concerned about a young person they know. By liking us and following PAPYRUS on social media you allow more people to know about the services we offer, such as HOPELineUK.

Twitter https://twitter.com/PAPYRUS_tweets

Facebook https://www.facebook.com/PAPYRUSUK?ref=tn_tnmn

We cannot provide suicide prevention advice on social media and therefore if you do write to us asking for our help, we will always direct you to HOPELineUK suicide prevention services.

Be part of PAPYRUS    

Suicide is the biggest killer of young people - male and female - under 35 in the UK. Many thousands more attempt or contemplate suicide, harm themselves or suffer alone, afraid to speak openly about how they are feeling.

We are the national charity for the prevention of young suicide. We draw from the experience of many who have been touched personally by young suicide across the UK and speak on their behalf in our campaigns and in our work. We need more people who share our aims to join us to strengthen our voice - together we can save young lives.

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PAPYRUS will treat any information given here as confidential and will never use it for marketing purposes. We will store it and use it only to be able to contact our members and supporters and share information with them.

There are many reasons why people join us - for example, they may have been bereaved or affected by suicide in some way, have a professional interest in the area, or want to share their story and raise awareness.
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