Vulnerable people calling the government’s tax helpline could be put through to the Samaritans.
It’s thought to be the first Government department to offer a direct line to the mental health charity.
A newly published contract, worth up to £375,000, will see struggling customers calling the HMRC helpline given a “warm handover” by advisors, putting them directly through the Samaritans.
It’s part of an 18-month partnership between HMRC and the charity, to “improve the emotional support available for our customers.”
The Samaritans will also provide “guidance and coaching” for HMRC staff to help vulnerable people.
The tax office say callers will be offered “personal specialist emotional support through a dedicated Samaritans helpline should they need it.”
An HMRC spokesman said: "Thanks to this new project, our staff will be able to signpost any vulnerable customers to specialist emotional support through a dedicated Samaritans helpline.”
Samaritans’ volunteers are trained to listen and provide emotional support when someone is going through a difficult time.
As well as staff support, the department said, Samaritans will be 'sharing expertise on how to look after customers in vulnerable circumstances. '
It's understood funding for the partnership was approved in January 2022.
The department also works closely with other voluntary groups and charities, including Citizens Advice, single parents' group Gingerbread, the Refugee and Migrant Centre and TaxAid.
