Is the Crisis Line really confidential?
The Mental Health Crisis Line is completely confidential and independent.
Our expert counsellors have a solid understanding of the challenges faced by those working in the emergency services, and the particular challenges for police staff and officers. However, they are completely separate from any police force or policing body.
We’ve partnered with TASC, The Ambulance Staff Charity, to deliver the Mental Health Crisis Line, drawing on their experience of delivering a similar service for Ambulance and Fire Service where they have a strong track record of delivery high quality support.
TASC never share identifying information with us at NPWS. No identifying data is, or will ever be, shared with an individual’s police force or managers.
What if the caller hangs up or is disconnected before they’ve received the support they need?
Staff and officers will have immediate access to the Mental Health Crisis Line wherever and whenever they need it – it’s a 24-hour service available every day.
Often callers will use a mobile phone to reach the helpline, and sometimes the signal can drop and calls are disconnected. Counsellors are experienced at pre-empting and dealing with this kind of issue – establishing protocols early on with each caller for if this happens and re-establishing contact as quickly as possible.
What if the call doesn’t end well and the caller is still in distress?
The Mental Health Crisis Line provides an initial source of immediate mental health crisis support with the aim of keeping people safe and stable in moments of crisis.
The service is staffed by experienced call handlers who understand the unique challenges of police work. Once stabilised, callers are provided with robust signposting and recommendations for ongoing help such as counselling, therapy or other support services.
The call won’t end until callers are stable and no longer in distress – however long this takes.
If a caller experiences further mental health crisis, they can call the Crisis Line as many times as they need to.
It’s worth noting that if there is cause for concern regarding any caller, a follow up call will be scheduled. Individuals will be provided with robust and reliable signposting to ongoing support i.e. NHS counselling, therapy or other support services, based on their need.
Can I still call the Crisis Line if I’ve been suspended?
Yes, you can still call the Crisis Line if you have been suspended. If your situation causes you distress, please don’t hesitate to call the Crisis Line.
Why are you launching this line now?
Life can get really tough, for lots of different reasons. Working in policing can add to that. It’s a profession associated with high levels of stress, fatigue and trauma. It can take a toll on your mental health.
Everyone working in policing needs access to mental health support when in crisis – no matter the cause.
The initial announcement about investment into a 24/7 Mental Health Crisis Line for police officers and staff was made by the Home Secretary at the Police Federation of England and Wales conference in October 2023 as part of the ongoing commitment to the Police Covenant.
In 2024 the Crisis Line was piloted in the North-East region. This allowed for essential testing and refining of the provision and demonstrated a clear demand for the service.
The full national roll-out of the Crisis Line is the next phase of the process. The journey from the suicide prevention consensus statement and national suicide action plan, development of the Police Covenant, the appointment of a Chief Medical Officer and launch of the national health and wellbeing strategy for policing, have all been crucial steps towards understanding and addressing the unique mental health challenges faced by those in the policing profession.
How is this line funded?
The need for this service is widely recognised across policing – it’s linked to the delivery of the Police Covenant and support for officers and staff. NPWS has partnered with TASC, The Ambulance Staff Charity, drawing on their experience of delivering a similar service for paramedics and fire fighters to deliver a cost effective, national offer for policing.
With a remit to help police forces build wellbeing support, improve understanding of support, reduce stigma and help and encourage personal resilience and self-help skills, Oscar Kilo - The National Police Wellbeing Service (NPWS) is well placed to deliver the line, and has funded its roll out. Additional contributions have also been made from Police and Crime Commissioners around the country, with support of the Association of Police and Crime Commissioners (APCC).