Working on Christmas Day to be there for those in crisis is ‘humbling’

A Londonderry counsellor has said it feels humbling to be there to support those in crisis on Christmas Day.

Ann McNicholl is among those who work for Northern Ireland’s crisis response helpline Lifeline, which operates 24/7 throughout the year.

It provides support for those experiencing distress or despair, or who are feeling overwhelmed, including during the Christmas period when demand for support spikes.

This can include follow-on calls, signposting to other services and organisations if appropriate and short-term counselling.

In recent years, the service has received tens of thousands of calls each year.

The last publicly available figures record more than 44,000 calls in 2021, with approximately 3,670 calls per month, and an average of one call to Lifeline every 12 minutes last year.

Ms McNicholl said the lack of regular structure and routine over the Christmas break, combined with other factors, can lead to stress.

“It can be different for many people, personal stress because of the lack of structure or routine,” she told Press Association.

“Stress levels can rise for everyone, people being off work, maybe ruptures in family circles and lots of other different factors.”

Ms McNicholl has been working for the helpline for two years, and said she finds it humbling to be able to be there for people who need it.

“Lifeline is the regional crisis helpline for Northern Ireland, and it’s to support people experiencing distress and despair,” she said.

“Lifeline supports those having, obviously a difficult time and a need for support, and is available 24/7, so there is always a counsellor available on the helpline.

“My role is to support the people that needs the service through calls, offering compassionate, trauma-informed support to those experiencing the distress or the despair.

“I’ll be working on Christmas Eve and Christmas Day. I do feel very humble and privileged to be able to support people when they need it.

“It’ll be satisfying and rewarding to work on those days because Christmas Day is going to be tough for lots of people, and also for people to know it is available on Christmas Day, to know someone is there for them.

“I don’t know how busy it will be at Christmas until the day, but for people to know they’re not alone, and if they do need to speak with someone on Christmas Day, then there is someone available.”

“We listen, and make people feel heard, it’s all about active listening, and working together to find what would work as a solution,” she said.

“We’ll ask questions about what you’re feeling, and it’s up to you how much you want to share, and then we’ll listen to provide help and support.”

Lifeline is available every day of the year, even Christmas Day, offering immediate, confidential support for anyone in distress in Northern Ireland.

Those in need of support can call 0808 808 8000.