HOPELINE247: Making Suicide Prevention Support More Accessible for Neurodiverse Young People

With thanks to our Organisational Member, Papyrus, for this article.

Every year in the UK, more than 3.3 million people experience thoughts of suicide. Fortunately, lots of amazing work is being done to make this something we can talk about more and stigmatise less.

But there’s still a long way to go, especially when it comes to understanding and supporting neurodivergent individuals.

We know that those living with Autism Spectrum Condition (ASC), ), Attention Deficit Hyperactivity Disorder (ADHD), Bipolar Disorder, or other forms of neurodiversity may be at increased risk of suicide. And while the reasons are complex, some patterns are clear.

Many neurodivergent people report experiencing bullying, exclusion, and discrimination from society. These painful experiences can lead to long-term emotional distress, isolation, and an overwhelming sense of not belonging. These negative experiences can significantly impact mental health and increase the risk of suicide.

That’s why at PAPYRUS, we’re working hard to make sure our support on HOPELINE247 is accessible to everyone, regardless of how they communicate, process information, or experience the world.

Neurodiversity on HOPELINE247

Our advisers on HOPELINE247 offer free, confidential support to anyone under 35 experiencing thoughts of suicide, and to anyone concerned about a young person.

Already this year, around 1 in 10 people who’ve contacted us have discussed their experience of being neurodivergent. And we’re listening.

To better support the needs of neurodivergent individuals, here are some of the changes we’ve made:

• 24/7 Webchat – Support is now available round-the-clock via webchat, giving people more communication options beyond the phone.
• Customisable HOPELINK Safety Plans – We can now change fonts, colours, and layouts, or use images and checkboxes to personalise your plan.
• Read-Aloud Function – Our safety plans now include a read-aloud button, supporting those with dyslexia, visual impairments, or other access needs.
• ORCHA App Library – We offer access to a wide range of vetted wellbeing apps, many of which are anonymous and can be used anytime, anywhere.
  

These tools help us support people in ways that match their needs—not ours.

Why This Matters

We’ve seen first-hand how powerful safety plans can be. The young people we support access their HOPELINK safety plan an average of eight times - a clear sign that this is a tool they return to again and again for comfort, clarity, and reassurance.

Making those safety plans more accessible isn’t a “nice to have.” It’s essential. So is ensuring young people can reach us in a way that feels natural and manageable for them.

Neurodiversity is one of the most commonly searched terms in our wellbeing app directory, proving that many are looking for support that fits their unique experience.

PAPYRUS exists to support anyone experiencing thoughts of suicide. To create suicide-safer communities, and to break down the stigma and silence that too often surround suicide.

By understanding how neurodiversity can shape a person’s experience of suicidal thoughts and recognising the need to offer support in different ways, tailored to different needs, we move closer to our goal: That no young person should ever feel alone with thoughts of suicide, no matter who they are or how they process the world.

Q&A

What does it mean if I have thoughts about suicide? Am I bad, or strange, or will I get in trouble?

Not at all. Many people have thoughts of suicide. You’re not alone, and there is support available.
These thoughts can feel frightening but having them doesn’t make you a bad person. It means you’re struggling right now, and you deserve support.

We know how hard it can be to open up about suicide, but reaching out can be the first step towards feeling less overwhelmed and more understood. Suicide can be prevented and thoughts of suicide can be managed – as hard as that may be to believe at this moment.

Think about someone you trust, maybe a family member, a friend, a teacher, health professional or another trusted adult. You don’t have to say things out loud if that feels too difficult; you could write your feelings down or send a message.

Of course, you can also speak to us. HOPELINE247 is here to support you in a way that feels right for you, and to help you stay safe.

How do I get in touch with HOPELINE247?

You can contact HOPELINE247 via phone, text, email and webchat:

• Call us on 0800 068 4141
• Text us on 88247
• Email us at pat@papyrus-uk.org
• The “HOPELINE247 chat” button on our website (https://www.papyrus-uk.org/)

Do I have to speak to HOPELINE247?

No. It’s completely up to you.

If someone gives you our details and tells you that speaking with us would be a good idea, it’s still your choice whether you do that or not. We respect that.

Do I have to talk over the phone?

Not at all. If speaking on the phone feels difficult, you can contact us via text, webchat, or email, all available 24 hours a day.

What is it like to speak to an adviser? What happens when I get in touch?

We know it can be difficult to pick up the phone and start a conversation. That’s why our advisers will guide you every step of the way, even if all you can manage is a simple “hello,” we’ll take it from there.

If you’ve contacted us before, we’ll check your notes so you don’t have to repeat anything. Then, we’ll explain how the service works and gently ask if you’re having thoughts of suicide.

If you are, we’ll check if you feel like you can stay safe while you’re talking to us. If you can, we’ll go at your pace, exploring your thoughts and what might help keep you safe.

If you contact us via webchat, the only difference is you’ll fill out a short form first. This just helps us respond more effectively. Once connected, type “hello” and we’ll take it from there, just like a phone call.

If you message us via text or email, just send the word “HOPE” and we’ll reply as soon as we can.

Am I talking to a real person or a bot?

Yes. Every conversation you have with us is with a real, trained suicide prevention adviser.

If you receive an automated message at the start, it’s simply to explain our confidentiality policy — so you understand how our service works before speaking to an adviser.

Will you tell anyone that I’ve spoken to you?

The only time we would ever tell anyone that you have contacted us or what you said would be if there was an immediate risk of harm to you or someone else, and you weren’t able to get the appropriate support yourself – we call this our intervention policy.

Even then, we will always try to work with you, keeping you involved in any decisions. If you were at an immediate risk of ending your life, or hurting someone else, or there was some other immediate, current danger (for example, someone was being abusive in some way), our priority would be to look at how you could reach out for the proper support yourself – e.g. the emergency services, medical advice, trusted adults and/or professionals.

If, for some reason, there was no way you could do that yourself, we would have to consider doing so on your behalf. But using this policy is always a last resort, and if it’s ever necessary, we’ll explain everything and never act behind your back.

So, are you a confidential service? What do you do with the things I tell you?

Yes — except in the situations described above, our service is fully confidential.

We might take notes during your call so that if you get in touch again, you won’t have to start from scratch, but you don’t have to tell us anything you don’t feel comfortable sharing, even things like your age are optional. We would only ask things like that to make sure our support was properly focussed on you, but it’s up to you what you share.

If we ever need to share information due to immediate risk, we’ll only pass on what’s absolutely necessary to get help quickly. We will not share everything you've told us.

Will you tell my parents/work/school/my GP, etc., that I spoke to you?

No — never.
We won’t speak to your family, workplace, school, GP or anyone else.

If intervention is ever needed, we’d only contact the service best placed to keep you safe — usually emergency services or local authorities.

What happens if I don’t get straight through to an adviser, or if I don’t get an answer straight away?

If you are calling us, you will hear a brief message and then be put through to an adviser if one is available. If we don’t have anyone free in that moment, you will be given the option to request a call-back – this will mean that when an adviser is next available, they will automatically get a prompt to call you back. If you don’t want to ask for a call back, you can just try calling again when you feel ready.

If you try to webchat with us and there aren’t any advisers available, you won’t be connected. The best thing to do would be to wait for a short time before trying again. If you need urgent support and can’t get through via webchat, we’d suggest you try to call us.

If you send us a text or an email, you will get an automatic response after your first message, but we can’t guarantee an immediate response from our advisers over these channels. Replies to texts or emails can come through anywhere between 15 minutes and 24 hours after your latest message – although it’s rare, it could take as long as 24 hours.

If you, or someone else, is at an immediate risk, the best thing to do is reach out to NHS 111, your nearest A&E department, or the emergency services via 999.

Can I call you more than once? Is there a limit?

You can contact HOPELINE247 as often as you need to.

There is no limit to the number of times you use our service. You can come back to us for more support in keeping safe. However, we are a short-term support service, here to help you stay safe for now, and to guide you toward longer-term support.

We explore what issues may be affecting you and making suicide feel like an option. Once we’ve got an understanding of that, we focus on how to keep safe - we’re here to empower you to find the strength and confidence to engage with the proper long-term support that you deserve.

We do not want to get in the way of you accessing the right long-term support, because we know other services and organisations are better qualified to provide that support. We also don’t want you to have to rely on speaking to us as the only way to keep safe.

I’m worried I’d just be wasting your time

First things first: You’re not.
If you’re struggling, reaching out is the right thing to do, and you’re never wasting our time.

Even if the support you need isn’t exactly what we can give, we will always try our best to point you in the right direction.

How will you actually help me?

A HOPELINE247 Suicide Prevention Adviser is someone who will:

• Take you seriously
• Ask about your thoughts of suicide with care and respect
• Never judge you for how you feel
• Offer a safe space to explore what’s going on
• Support you in creating a safety plan
• Help you feel heard, valued, and less alone
• Always be someone you can trust

What is a HOPELINK safety plan?

A HOPELINK safety plan is a personalised space to bring together the tools, thoughts and strategies that can help you stay safe.

It might include:

• Reminders of your reasons to keep safe
• Steps you can take to make it harder to act on suicidal thoughts
• Ways to manage situations or feelings that make those thoughts worse
• Ideas to help in difficult moments, such as distraction tools or calming techniques
• Confirmation of the strengths you have
• People you can turn to for support
• A longer-term plan to get the help and support you deserve

You can see a blank example of one here: https://hopelink.co.uk/cherry.tree

You can read more about our safety plans here: https://www.papyrus-uk.org/hopelink/

What do I put in a safety plan?

We’ll work with you to create a plan that truly makes a difference for you. It’s entirely your choice what goes in, and what doesn’t. Our advisers are here to guide you through each step, so you’re not left trying to figure it out alone. We can make suggestions, offer prompts, and include links to useful resources that feel right for you.

How do I make a safety plan?

All you need to do is let us know that you’d like to make one. Our advisers can help you create a plan that’s tailored specifically to you and your needs.

We can build a safety plan together via phone or webchat. Unfortunately, text and email don’t work as well for this, as the conversation needs to move more quickly and clearly than those platforms allow.

If you’d prefer to create one on your own, or with a trusted person in your life, you can download one here: https://www.papyrus-uk.org/wp-content/uploads/2024/06/Suicide-Safety-Plan-A5-Booklet-English-2024.pdf

A simplified version can be found here: https://www.papyrus-uk.org/wp-content/uploads/2024/04/Stay-Safe-Plan-2024-Digital.pdf

How long will it take?

There is no “one-size fits all” answer here.

The time it takes depends on what needs to go into your plan to make it helpful for you. Some people prefer to take it slowly and build it in stages, and that’s okay.

If you need to pause or take a break, you’re always welcome to come back and finish it when you feel ready. You won’t need to start over.

Will anyone else see my safety plan? Do I have to share it with anyone?

No — your safety plan is yours to keep private. You don’t have to share it with anyone unless you want to. If you choose to work on it with us, we can access your plan to update it with you in future, but only if you ask us to.

How can I get more help with my neurodiversity or my mental health?

Your GP can be a helpful first step. They can talk through treatment options and referrals. To prepare for that conversation and have a good idea of what you want to say, you might find DocReady helpful.

You can also try:

Hub of Hope: a UK-wide mental health support directory. You can search by location and filter by topics like neurodiversity.

Mind: a mental health charity with accessible guides on various conditions, life events, and support options for neurodiverse people.

Someone I care about is having thoughts about suicide, and they are neurodiverse. How can I support them?

The most important thing is to be direct and compassionate. Don’t be afraid to use the word “suicide”. It won’t put the idea in their head, but it can make them feel seen, heard and taken seriously.

Try asking:
“Are you having thoughts of suicide?”
This kind of simple, clear question creates space for an open and honest conversation.

From there, focus on communicating in a way that works best for their needs. Focus on safety first, getting through the moment using distraction techniques, and focussing on longer-term support at their pace, and with their wants and needs as top priority.

Read our guide on supporting someone to stay safe. The Zero Suicide Alliance have some free training specifically about neurodiversity and suicide which you might find helpful, you can find that here.

If you're supporting someone with thoughts of suicide, we’re here for you too. HOPELINE247 can guide you on what to say and do, reassure you about what responsibilities you can’t take on yourself, how you can find more support, and, last but absolutely not least, how you can look after yourself in that situation.

Your wellbeing is vital, both in supporting the person having thoughts of suicide, but also because you matter too, full stop.

I’ve got feedback about HOPELINE247, or suggestions about how you could be more accessible

Please tell us!

We know there’s always more we can do to make our service inclusive and accessible to everyone. Whether your feedback is about neurodiversity, communication preferences, or anything else, your insight helps us grow and improve.

If you have suggestions or ideas on how we can make HOPELINE247 more accessible or helpful, please get in touch: hopeline247@papyrus-uk.org

Suicidal thoughts can affect anyone and everyone experiences them differently.

That’s why support needs to be flexible, personalised, and available in as many ways as possible.

By continuing to adapt our services to better meet the needs of neurodiverse young people, we move closer to a world where no one has to face thoughts of suicide alone — and where no one is left feeling like their voice doesn’t belong in the conversation.