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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Suicide prevention.

34 replies

Funnyfarmer · 06/03/2020 19:03

I work in a call centre. The company I work for help to arrange for customers to pre pay for their funerals.
I called a lady today, after she had requested a call on our website. After a bit chat she told me, she was trying to arrange things because she was got to kill herself. Theres no doubt in my mind this lady was serious. I asked her to phone samaritans. She replied "thankyou so much for your concern, but I wont be doing that" We're not allowed to sell to people who could possibly be vulnerable, so obviously I couldn't assist her, in that department and was encouraged to end the call by my manager. I'm absolutely not allowed to do this under any circumstances, but I made a note of her phone number. I want to contact her. If I do I could loose my job. But this is a woman's life! I've had a hell of a lot to deal with lately myself and not handling things too well. My freinds say it's not my place and its absolutely the last thing I should be trying to deal with. I know if I contact a third party, like the police or local authorities nothing will be done, especially as I only took a note of her phone number not her address. Even if did contact a third party, I'm still sharing a customers information without her consent. Not only is that against company policy, its actually also illegal.
I couldn't find the "what would you do page" I'm not a regular user, so I posted here. What would you do? AIBU to contact her, outside of work?

OP posts:
Darbs76 · 06/03/2020 21:58

In my job (government work) if someone contacts us to report a threat of suicide then we can contact social services, the threat to their life trumps their data protection etc

user1423578854468 · 06/03/2020 22:05

What are people imagining the police would be able to do?

Unless they encounter her making a suicide attempt outside of her home then all they can legally do is check whether or not she's dead.

They can only detain someone for a MHA assessment if immediate action is necessary to safeguard the person or others and the person is not in their home. Not because someone has a possible plan in the future.

TheLlamasPyjamas · 06/03/2020 22:06

@Saucery why be like that? If I'd taken a phone call like that I'd be worried too. It must be distressing for the OP.
@Funnyfarmer I don't know what I'd do in your situation but I'm so sorry that you are in this position Thanks

bumblebeefairy · 06/03/2020 22:57

It is indeed the Police. At least phone them for advice on the non emergency number. They will go out and check on her welfare. People have been taken for mental health assessments in this context and linked in with appropriate treatment.

Mikeymoo12 · 07/03/2020 00:16

I have just completed suicide prevention training and I appreciate that this must have come as a real shock to hear someone say OP. In terms of what else to do well I would contact the police, they have a responsibility to ensure her safety. She might not thank you now but in the future hopefully she will do. It's all about our terms of reference as to what is most important to us and I understand you are worried about work etc but as gently as I can say I think this lady's life takes priority

DimplesToadfoot · 07/03/2020 04:00

I wonder if telling you her plans was a way for her to cry for help. If I was you I'd ring 101. If they do nothing well at least you tried. I'd say nothing to the boss either, but if you are really worried then could you report anonymously?

AsAnActualWoman · 07/03/2020 04:40

Oh, sorry. Just reread my post. I meant 101.
Planning is a sign that the person is at risk of attempting suicide. People who don't intend to do it don't focus on the after.
So this lady was serious and needs help.

Thisisworsethananticpated · 07/03/2020 08:06

Maybe she wants to ?? Maybe it’s all planned out and she has a terminal illness and nothing to live for

Sorry , it’s a horrible situation burn you are powerless to help here really as no safeguarding rules in your situation

Ruby8719 · 07/03/2020 08:14

Your manager is a disgrace for telling you to end the call. You should have kept her on the line and someone should have called the police. You should report this at work immediately and someone should call the police. Also you need to report this higher up the chain so your company puts in place a process for vulnerable customers.

Not your fault - poor training and management.

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