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What to expect when you call the Crisis Line

The Crisis Line is open 24 hours a day, seven days a week. Here's what you can expect when you call.

If you are experiencing suicidal thoughts, The Fire Fighters Charity’s Crisis Line is open 24 hours a day, 365 days a year.

Your call will be answered by a trained professional who has extensive experience of supporting people who work in the blue-light sector. They will listen, give you space to talk and explore how you are feeling and how you can keep safe. The call handler is there to help you, without pressure or judgement.

It can be incredibly hard to pick up the phone and ask for help, especially if you don’t know what to expect. If you call the Crisis Line, here’s what will happen:

  1. Your call will be answered by a professional trained in Collaborative Assessment and Management of Suicidality (CAMS).
  2. You will be asked for your name, Fire and Rescue Service location, job role and a phone number.
  3. The call taker will then give you their name and ask why you’ve called.

Following these steps, the clinician will talk to you about your current circumstances, how you’re feeling and actions that can be taken to keep you safe.

If you are having thoughts of suicide when you call, the priority is to ensure your immediate safety and then explore ongoing support – with access to a specialist programme tailored to your needs.

During your initial call, the clinician will work with you to agree a time for a follow up call. This will happen quickly, so you’re not waiting long for the support you need.

None of what you say during the call will be shared with your employer. You can rest assured that support is independent, and your conversations are confidential. Whilst you will be asked about your role with your fire and rescue service, nothing will ever be passed to them.

You should be aware though that, whilst the Crisis Line is confidential, the clinician you speak to has a duty of care to inform the appropriate authorities if, during the call, it becomes apparent that there is a threat of harm or risk to someone else.

At the end of the call, the clinician will talk to you about next steps and agree a treatment plan with you.

If you’re worried about a colleague or loved one, you can refer them by passing on the Crisis Line phone number: 0300 373 0896.