historyWellcome Collection1950s · London, England
A 1970s Samaritans manual gave volunteers a code name and guidance for handling obscene phone callers
Shortly after the Samaritans began its phone helpline in the 1950s, many male callers began phoning to masturbate, and the charity needed a way to handle them. Founder Chad Varah routed these calls to a special line and trained female volunteers for the task. To avoid linking the Brent branch to the calls, the callers became known as Brenda callers, and the approach was called Brenda befriending. The manual grouped callers into categories, such as those seeking a laugh, lonely men, exhibitionists and manipulative people, with advice for each. Varah argued that many callers could still be helped and that the volunteers needed patience and humility.
The manual shows how a volunteer helpline dealt with a problem that had no existing playbook, and how it tried to treat callers as people in need. It also shows 1970s attitudes to sex and gender, which the Samaritans would now handle very differently.
Wellcome Collection · CC BY 4.0
Illustrative photo · Sebastian Ballard, CC BY-SA 2.0, via Wikimedia Commons
