It's a calling

Mind call centre staff on tough role helping desperate people

- BY SIMON MURPHY

A VULNERABLE woman with no food in the house. A suicidal man on a bridge. And a 78-year-old lady apparently surviving without heating.

These are just some of the heartbreaking calls dealt with by workers at mental health charity Mind's call centre.

Staff, one of whom believes what they do is more of a calling than a job, gave us a harrowing insight into the frontline of helping to tackle the country's mental health problems.

Mind's helplines team in 2024-25 handled up to 160,856 enquiries, including calls, webchat, emails and letters. It runs four lines covering information, welfare benefits, support and legal help.

Hundreds of enquiries a month during the period related to those in distress or at risk of harm - with the number said to have been increasing.

Depression, anxiety and panic attacks are commonly raised issues.

In the third part of our mental health series, advisers have offered a snapshot of the grim reality faced by people on the end of the phones.

EMOTIONAL

Joanna Blackey, 49, who has been taking calls for Mind for four years, told of a distressing recent account from a 78-year-old woman.

"She said she had a flood in the house. She said the carpets are wet... [I said] 'did anyone help you?' She said: 'Yes, someone came. It's dry now, the council removed the carpets and all that'.