Nicola Kiess, head of internal comms at the Samaritans Visit the CharityComms website to view slides from past events, see what events we have coming up and to check out what else we do: www.charitycomms.org.uk

1. Reaching & engaging
volunteers
Nicola Kiess
Head of Internal Communications

2. * A ‘call for help’ is any contact made to Samaritans for support, whether by phone, text, email, face
to face in branch, in prisons or through our outreach work. This figure is based on the 2017 calendar
year. A ‘caller’ is anyone who has accessed our service, whether by phone or by any other means.
Samaritans at a glance

3. What role do volunteers play?
More than 20,000 volunteers
Delivering a 24/7 helpline service:
phone, email, SMS, letter, face to face
Community outreach: schools, NHS,
prisons, rail network, festivals…etc
Running 201 local branches: rotas,
publicity, fundraising, IT, maintenance
Volunteer management: recruitment,
training, recognition, problem-solving
Approx. 175 paid staff
Support branches and raise
awareness, support & funds

5. One voice
We want everyone at Samaritans to feel well-informed,
able to carry out their role, supported and listened to, and
inspired to support Samaritans to achieve its vision.
Clear, consistent messages
Straightforward language
Honesty, empathy & warmth

6. Opportunities & challenges
Passionate about the cause
Inspired to give their time for free
20+ years of service is not unusual
Listening is what we do
Average four-hour shift per week
Responding to callers is the priority
No central database, cascade variable
Distrust, pockets of ‘them and us’ culture
Transformation programme, lots going on!
I don’t know
what’s going on
You send me
too much
information

8. Responding to the challenges
Volunteer communications survey
Streamlined updates to branch directors
Redesigned, more frequent magazine
Increased engagement
➢ Face to face workshops/ CO visits
➢ Volunteer Reference Panel
➢ Working Groups
➢ Pathfinders, champions, key adopters
➢ Videos & blogs from senior leaders
Intranet overhaul: ‘hub’ for essential info
Shared behaviours & managing forums

9. Shared behaviours

10. Our communication principles
Clear
Concise
Compelling
Tailored
Timely
Two-way

11. Any questions?

12. Internal comms and volunteers:
sector perception, relationships
and looking to the future
11 September 2018
Internal Comms Group
London
#CCinternalcomms
Supported by

13. Visit the CharityComms
website to view slides from
past events, see what events
we have coming up and to
check out what else we do:
www.charitycomms.org.uk