HUGG’s free Telephone Support Service provides emotional support, information and guidance for adults affected by suicide bereavement. Whether you have recently lost someone to suicide or the loss happened many years ago, our team can provide a compassionate listening ear and help you explore the support available. Below you’ll find information about the service, how to request a callback and what you can expect from the conversation.
What is HUGG’s Telephone Support Service?
HUGG’s Telephone Support Service provides emotional support, information and guidance to adults affected by suicide bereavement.
Who can use this service?
Our service is available to anyone aged 18 or over who has been bereaved by suicide, or who is supporting someone affected by suicide bereavement.
Is the service free?
Yes, all HUGG services are free of charge.
Requesting a callback:
How do I request a callback?
You can request a callback by calling our monitored voicemail service (01 513 4048) and leaving a message or you can complete the request a call back form and a member of our Telephone Support Team will contact you.
How long will it take for someone to call me back?
A member of our team will contact you within 48 hours during our operating hours of Monday to Friday, 9am to 6pm.
Can I choose a preferred time for the callback?
Yes, you can request a preferred time for a call back within the hours of 9am and 6pm, Monday to Friday. Whilst we will always try to accommodate a preferred time/day there maybe occasions that this is not possible, but we will always let you know.
What information will I need to provide when requesting a callback?
- Your name
- Telephone number
- Brief reason for seeking support
Privacy and Confidentiality
Will my conversation be confidential?
Yes, we treat all conversations confidentially, although there may be exceptions if there are concerns about someone’s safety or wellbeing.
Will my information be shared with anyone else?
All personal information is protected according to HUGG’s privacy policies and data protection regulations.
During the Call
What happens during the callback?
A member of our Telephone Support Team, who has lived experience of suicide bereavement, will offer a compassionate and understanding listening ear. They will take time to understand your situation, answer any questions you may have, and explore what support might be most helpful for you.
Depending on your needs, they may provide information about HUGG’s support groups, walks, cafés and workshops, or signpost you to other relevant services. You will not be pressured to access any support, and the conversation will be guided by what feels right for you.
How long does the call usually last?
The length varies, but many initial support calls last between 20 and 45 minutes.
Do I have to talk about everything that happened?
No. You can share as much or as little as you feel comfortable discussing about your suicide bereavement.
Emotional Concerns
What if I become upset during the call?
It’s completely normal to become emotional. Our Telephone Support Team are trained to respond sensitively and compassionately.
What if I'm not sure I need support?
Many people get in touch simply to talk things through, ask questions, or learn more about the support available. You don’t need to be certain about what you need before reaching out.
What if the death happened a long time ago?
HUGG is here for you regardless of the length of time that your suicide bereavement occurred.
Access and Eligibility
Can I have more than one call?
Yes, you can arrange that when you are speaking with the Telephone Support Team about your suicide bereavement. While we will always try to reconnect you with the same team member, there may be times that this is not possible.
Can I request support for someone else?
You can make an enquiry on behalf of another person, but the individual will usually need to consent to receiving support. The Telephone Support Team member can talk you through this.
What if I need urgent help?
HUGG does not provide crisis intervention or counselling. If you have an urgent issue related to suicide or self-harm and you need immediate assistance, we urge you to contact one of our partners
In a medical emergency, please visit your GP or go directly to your local A&E.
Taking the first step can feel difficult, and there’s no pressure to know exactly what you want to say before reaching out.
Whether you’d like to talk about your loss, ask questions, or simply learn more about the support available, our team is here to listen. When you’re ready, we’ll be here.