Since the launch of Self-Harm Network Scotland’s (SHNS) live chat service on World Mental Health Day 2023 (10th October 2023), the SHNS team has had 1,273 supportive conversations on the webchat, with an average chat lasting around 29 minutes.
The unique live webchat service can be accessed on the SHNS website and is for people aged 12 and over in Scotland in need of support for their self-harm. The service is available between 6pm and 10pm, seven days a week.
People can anonymously chat to one of the SHNS team about their self-harm and get advice and support outside of standard support hours, when those experiencing self-harm may be most in need of someone to speak to.
As well as offering support via the live chat, the SHNS website has free and accessible resources, tools and information for people who self-harm, their loved ones and for professionals who work with people who self-harm.
SHNS’s team of Peer Practitioners can also provide 12 to 15 free one-to-one support sessions for people (aged 12 and over) who self-harm in Scotland, delivered via video, phone calls and text.
The SHNS service is part of charity Penumbra Mental Health, which provides dedicated services for people with mild to enduring mental ill-health.
We work together with the Scottish Government and the Convention of Scottish Local Authorities (COSLA) in delivering their self-harm strategy and action plan, which is believed to be the first of its kind in the world.
SHNS is funded by the Scottish Government, and we also work with partners who share our goal of providing compassionate and freely accessible support services to people who self-harm.
In the past year, 90% of people who gave feedback after using the webchat said they found it helpful (71% ‘Very Helpful’, 19% ‘Somewhat Helpful’). Here is some feedback from people that were supported by the webchat:
“[The chat] was so lovely and very logical and helped me into a safe and calmer location.”
“Very patient and convinced me to try the local self-harm services.”
“No pressure was put on me regarding my coping techniques. Very good listening.”
Darren Boyd, SHNS Network Manager, said:
“Since the inception of Self-Harm Network Scotland, it has been important to us that people with lived experience guide our delivery of support. Feedback from people with lived experience revealed to us a need for accessible, national support for people who self-harm. We also know there is still a lot of stigma around self-harm and this can be a barrier to people accessing support.”
He continued: “The Live Chat is a place anyone can come to and can remain anonymous should they wish. They can get support from our team at times they are feeling distressed and may not have anyone else to reach out to. The first year of running this new element of support has taught us a lot, and we look forward to continuing to work with people with lived experience to grow and continue this service.”
Julia, who works on SHNS’ live chat, said:
“The webchat is great, and the users have told me that they prefer it to calling somewhere. They appreciate the anonymity of the webchat a lot. A lot of young people feel anxiety about making phone calls. It’s also good for me as I find it easier to think about what I want to say while I am typing.”
Julia added: “Having lived experience of self-harm makes it easier for me to relate to the people I am chatting to. When chatting to someone on the webchat, I have shared tips that have helped me on my recovery journey, and I feel that I can easily pick up when someone needs to be heard most of all instead of looking for advice.”
Maree Todd, Mental Wellbeing Minister, said:
“I am pleased to celebrate the first year of the webchat that we launched together with Penumbra this time last year.
“To have already supported 1,273 people through the webchat is a huge accomplishment and supports our vision for anyone affected by self-harm to receive compassionate, recovery-focused support, without fear of stigma or discrimination, as outlined in our Self-Harm Strategy and Action Plan.
“We greatly value the expertise peer practitioners and trained volunteers are bringing to this service, which is showing positive results in supporting people affected by self-harm right across Scotland. This is why we are continuing to invest £1.5 million to support Self-Harm Network Scotland.”
Paul Kelly, COSLA’s Spokesperson for Health and Social Care, said:
“COSLA welcomes the ongoing development of compassionate support for those experiencing self-harm. Making services such as the webchat available is essential in ensuring those who need it get the right support at the right time. Through the Self Harm Strategy and action plan we continue to work collectively to improve responses and support for self-harm across Scotland.”
Outside of the live chat operating hours, people can self-refer on to the service via the online contact form.
You can access the webchat between 6pm and 10pm over on the SHNS website: