Ewan Paton, Helpline Supervisor at the Lighthouse Charity, who recently became the face of the helpline, shares his personal experiences and insight into the work the team delivers and the many ways they support our community every day of the year

The Lighthouse Charity provides holistic support to the UK and Ireland construction community on all aspects of emotional, physical and financial wellbeing. And every day of the week, the charity’s call handlers respond to people reaching out for help through their 24/7 helpline and live webchat service.

Q How do you assess a caller's needs when they reach out through the helpline?

Every call is different and our priority is to create a safe space for them to open up and feel understood so that we can tailor our support. We start by giving the caller time to speak openly. This ensures they feel heard and often reveals more about their situation. Someone might initially call about needing counselling, but as they talk, they might mention financial struggles contributing to their distress. This helps us dig deeper and address the underlying issues beyond the initial request.

Q What are the most important skills you use?

Listening is the key skill. But it’s not just about hearing—it’s about understanding. Listening to understand means truly focusing on the caller and picking up on the nuances of what they’re sharing. It’s about empathy and treating people the way you’d want to be treated if you were in their shoes.

It’s also important to remain calm and composed, especially when dealing with distressed callers. You need to balance professionalism with compassion—offering reassurance while also guiding the conversation toward practical solutions.

Q How do you help a caller?

Every situation is unique. Sometimes we can help with just one call; we might provide immediate support such as arranging emergency food shops, paying utility bills, or signposting to resources for tax advice. For critical needs we can expedite services such as counselling within 24 hours.

For more complex cases, we gather as much information as possible in that initial call and then pass to a caseworker who can provide more in depth assistance. We make the process as smooth as possible without callers having to repeat their stories and feeling overwhelmed.

Q How do you manage crisis situations?

If someone is in immediate crisis, for example, they’re feeling suicidal, we begin a safeguarding process. This involves asking direct questions such as, “Do you have a plan?” or “Do you have the means to act on it?”  We can then determine whether emergency services need to be involved, or it may be that we fast track counselling within 24 hours. Our goal is always to prioritise their safety while reassuring them that help is available.

Where there’s a critical risk, such as a suicide plan in progress, we’ll breach the call and contact emergency services.

We’re also the point of contact for situations where callers report critical incidents on site. This can be a serious accident or death witnessed by multiple people. We coordinate responses with our Critical Response Team to support everyone affected and they are able to deliver specialist trauma support.

Q What has been the most challenging situation you’ve dealt with?

One of the toughest moments was when I was relatively new in my role and I took a safeguarding call at 8 a.m. The caller was in a deeply distressed state, with emergency services already en route. Hearing the chaos in the background and knowing the caller was at immediate risk was overwhelming. Afterward, I had a debrief with my manager, which helped me process what had happened. I’m not ashamed to say I cried afterwards—it’s a natural reaction to such intense situations.

Another challenging call involved a man who had suffered one hardship after another—financial struggles, housing instability, and mental health issues. He had reached a breaking point. Helping him required not only immediate support but also a long-term plan to stabilise his situation. These are the moments that stay with you, but they’re also the ones that remind you why this work is so important.

Q How do you cope with dealing with so many difficult situations?

Our team prioritises self-care. After difficult calls, we have debriefs with our supervisors to talk through what happened and bring ourselves back to a grounded state. These check-ins don’t stop after one session—we follow up in the days afterward. There’s also the option for us to access counselling if needed.

We also rely on each other for support. The camaraderie within the team is incredible, it really does feel like a family. If someone has a tough call, they’ll let the team know, and everyone immediately offers support. It’s not uncommon for us to share a laugh or a light-hearted moment during breaks to keep the atmosphere positive. It’s essential to find a balance between work and maintaining your own emotional wellbeing.

Q What advice would you give to someone who is struggling to cope or just needs to talk?

Never underestimate the power of talking. It’s important to remember that your struggles are valid and even five minutes of sharing what’s on your mind can lift a huge weight off your shoulders. Also, you don’t need to be in crisis to call—no problem is too small or too big. Whether it’s tax advice, relationship breakdowns, or more serious issues such as domestic abuse, we’re here to listen. Taking that first step to reach out is incredibly brave, and it’s our job to make sure you feel supported and heard.

Q How do you feel about being the face of the charity’s helpline posters?

Honestly, it’s an honour. Being part of the Lighthouse Charity, which is focused on giving rather than taking, is incredibly rewarding. When I see those posters, I’m proud not just of my role but of the whole team’s dedication and the impact we have on people’s lives. It’s a privilege to represent our mission.

If you or anyone you know is struggling, reach out for 24/7 free and confidential support now.

24/7 helplines, call: 0345 605 1956 (UK), 1800 939 122 (RoI),
ot text HARDHAT to 85258 (UK) or 50808 (RoI)
Live chat: www.lighthousecharity.org