All MP staff virtual Q&A session – Dealing with distressed and suicidal callers


As you may be aware, the Members’ Services Team runs a monthly phone-in Q&A session for MPs’ staff. The next one is taking place on Wednesday 16 December, 3-4pm and the theme of this session will be dealing with distressed and suicidal callers.

For further information and a link to join the meeting, please see this page on the intranet:–dealing-with-distressed-and-suicidal-callers/

Wellness Working Group – new intranet page


The Wellness Working Group has a new intranet page, and you can find it here:

The Wellness Working Group (WWG) is a cross party group of MPs’ staff which aims to place a greater focus on staff welfare and improve support for the well-being of members’ staff both on and off the Parliamentary Estate.

Wellness Working Group


The Wellness Working Group is a cross party group of MPs’ staff with the aim of placing a focus on staff welfare and improving support for MPs’ staff well-being. Support mechanisms have tended to focus almost exclusively on Members and House Staff, with MPs’ staff needs often being forgotten or left in the background. The uniqueness of working for an MP cannot be overstated. The Wellness Working Group is firmly of the belief that more needs to be done to recognise the often complex and challenging role of MPs’ staff and the unparalleled challenges they face. Many staff have already shared their experiences and we are keen to hear from as many MPs’ staff as possible, regardless of party colours since the challenges we face are some that only MPs’ staff will be fully able to relate to.

MPs’ staff are increasingly under pressure with intense workloads and are often dealing with very distressed and vulnerable constituents who bring issues that are harrowing and emotionally demanding. The cumulative effect of this type and volume of work can have impacts on our own mental health. This makes it crucial that we have measures in place to cope and be able to look after ourselves. It is only by looking after ourselves that we will be able to continue perform well and to help others. Staff are often overstretched, which in a crisis gets worse. Also, staff are often left with lots of distressing details and nowhere ‘to put’ them. This is not exclusive to caseworkers. Administrators are often the first point of contact in the office by answering the phone or filtering the inbox and researchers and parliamentary assistants can be involved in very harrowing topics for debates. Office managers are often in a difficult place between the Member and the staff team and many find themselves picking up any additional workload the team faces. In addition, they often feel responsible for their team’s well-being, which can be especially difficult given the harrowing nature of the work, whilst perhaps not having the same outlet or well-being support that they are providing to their teams. The Wellness Working Group believes more adequate support needs to be put in place for MPs’ staff well-being. Furthermore, training on mental health ought to be offered so that a greater focus is placed on self-care, allowing staff to be better equipped to cope with demanding and important work.

The increase in the number of campaigns and heated nature of politics means it is common for MPs’ staff to be put in the position of answering aggressive correspondence, directed to their Member as a public figure, and feeling the force of people’s anger. This extends to threats and abuse made to staff who have not signed up to be publicly accountable. So often staff are isolated, whether in small offices in Westminster or in constituency offices all around the country. Now with Covid-19 and home working, we are conscious that staff might feel even more disconnected and overwhelmed with the work they are facing. We understand many staff relied on their workplace for social interaction and support, which has been somewhat lost in many cases, also meaning boundaries between home and work are blurred.

We were pleased that IPSA added £4000 to the MPs’ staffing budget for well-being and training recently. We see this as a starting point in staff welfare being recognised as a concept and see that we have much further to go if staff welfare is to be properly considered. The Wellness Working Group has several aims, which include: developing a well-being policy, establishing peer support networks that could provide a space to share experiences, knowledge and expertise whilst creating more of a sense of community, the provision of better mental health training and having a ring-fenced budget from IPSA so that well-being costs do not have to come from already stretched budgets, to name a few.

We would encourage you to join our Group because it is by supporting one another that we can make a difference. What we have in common as staff is unique. Working for an MP is a job that is often hard to describe to those who have not experienced it. Members of the Group come from all parts of the UK and from all political parties. We understand that the challenges may differ but all are equally valid when people are struggling. So far we have held meetings in Scotland and in London, but we are now holding these meetings virtually. We are trying to avoid the focus being on people reaching crisis point and more on creating something that helps people to avoid that point, or recover quickly if they do.

The Wellness Working Group can be found on the intranet here:

and through the sharepoint site here:  You should also have a direct link to the Wellbeing Hub via an icon on your desktop.

If you would like to be involved or have any questions, then please feel free to get in touch:

Health & Wellbeing


Parliament has an excellent Health & Wellbeing service which can be accessed by Members’ Staff.

From their homepage, you can find details of the Employee Assistance Programme, run by Health Assured, which provides help for Members’ staff to deal with personal and professional issues, including:

  • Health and well-being information
  • Financial issues
  • General advice on employment law
  • Stress at home or work and relationship matters.

As part of the programme Health Assured run a free confidential helpline, which is available 24/7, and face-to-face counselling sessions can also be arranged where appropriate.  You can find the telephone number and details of how to access their online service here.

Mental Health First Aiders

What is a Mental Health First Aider?

A mental health first aider acts as a point of contact for individuals who may be experiencing a mental health issue, emotional distress, or just need someone to talk to. A mental health first aider is:

  • A person with a clear understanding of mental health conditions and symptoms, who is aware of the support available in the workplace and can signpost to appropriate resources.
  • Able to listen to employees and managers and encourage open conversations about mental health
  • A person who will proactively raise awareness of mental health in the workplace

Please note: A Mental Health First Aider is not responsible for providing treatment or suggesting possible treatments to an individual.

There are Mental Health First Aiders who are now available to staff out in the constituency–resources-/mental-health-first-aiders-

Six Top Tips for Mental Health & Wellbeing

Tips for Emotional Wellbeing while working from home

w4mp Guide to Working From Home

Other Useful Links

Six Top Tips for Mental Health & Wellbeing

Reframe unhelpful thoughts

  • Limit the amount of time you are spending looking at the news and stick to trusted news sources. Only check the news once or twice a day.
  • Seek opportunities to amplify positive stories.

Useful links: Gov Hub / Anxiety UK / Anxiety UK YouTube / CfCS Wellbeing Hub

Be in the present

  • Mindfulness and meditation can help you be in the present.
  • There are a number of free apps the NHS recommend to get started

Useful links: NHS App / Mind / NHS Breathing Video / NHS Mindfulness / Headspace

Get good sleep

  • Try to maintain a regular sleep schedule and ensure your bedroom creates optimal sleeping conditions, the room should be the right temperature between 15 to 22 degrees Celsius, free from noise and light.
  • Don’t nap during the day and limit exposure to bright light and screen usage in the hour before you intend to sleep.

Useful links: NHS / Mental Health Foundation / Every Mind Matters / CfCS Sleepstation

Connect with others

  • You should keep connected to your team, with regular contact through calls, skype and/or video hangouts, to see how they are. Regular check in times are key as is striking a balance between having a routine and making sure each day has some variety.
  • Be sure you have up to date contact information for vulnerable/older friends and relatives who may have to self isolate for longer periods.

Useful link: Mind Checklist

Live a healthy life

  • If you feel well enough you can take part in light exercise within your home or garden.
  • If you are not in a vulnerable group and not self isolating due to symptoms consider going for a quick walk but try to walk somewhere quiet and maintain 2m from others.

Useful links: NHS Fitness Studio / NHS 12 Week Fitness Plan / Fitness Blender

Do something for yourself

  • If you are going to be in your home for an extended period, it is important you plan breaks in your working day and organise activities you’re interested in at night.
  • Activities such as cooking, reading, online learning and watching films.

Useful links: Open University Free Courses / BBC Podcasts / BBC Good Food / A to Z of Wellbeing

Tips for Emotional Wellbeing while working from home

Working from home will mean different things to different people, and the impact of this move will vary depending on the type of work you normally do, whether this can be done easily from home or not and your personal situation.

Below are some ideas to help you look after your wellbeing over the coming weeks.

We all have our routines and when life changes happen these routines are disturbed and this can cause a sense of unease at a time when we crave stability. It is therefore important to keep as much day to day normality as possible while working from home.
Give some thought to how you can maintain your daily routines or supplement them in a positive way.
For example, stick you your normal wake up/ bed times, shower and dress each day and deliberately use the extra time (saved from travelling etc.) in a positive way; exercise at home, read a book, have a leisurely breakfast and so forth. Identify other routines you have and keep/ adapt them accordingly.

Take breaks.
As above it is important to stick to your normal work schedule as much as possible and breaks are as important at home as they are at work, perhaps even more so. It can be easy to get distracted when working at home and attention is a finite resource, taking regular short breaks allows the mind to rest and then re-focus on the task at hand. Lunch breaks are also important, don’t be tempted to grab a bite to eat and work through, consider using the time to eat healthily, spend time with other people in the household of get some fresh air if possible.

Set boundaries.
It is important to have clear boundaries for your workday, not just to ensure you meet expectations, but to ensure you do not overwork. Because you are on your own, you may be tempted to start earlier, finish later and not take your breaks, but this is counterproductive as you risk burning out – try to keep to your normal daily hours and routine.
Physical boundaries are also important, try to set up a dedicated workspace (even a corner of the kitchen or a different seat to normal) so you mentally enter and exit the “work zone”, this will help you focus on work when there, and let it go when you are not. It may be worth talking to other household members about your boundaries too, so you don’t get drawn into non-work conversations and situations when trying to work.

Acknowledge how you feel.
We are in the midst of a difficult, worrying time and so it is normal for us to feel different about life, to worry, to think about possible outcomes and to struggle with the uncertainty. On top of this, it is normal to feel a sense of concern about working from home, we may feel anxious or stressed as we worry about whether we appear busy enough, we may be overly concerned with trying to make ourselves available or proving how productive we are being. We may also feel a sense of guilt about not being in the office, not being able to complete certain tasks, and all these emotions can lead us to question our own worth. So be kind to yourself, allow space for these thoughts and feelings but try not to let them overwhelm you. it is important to remember that these are thoughts not facts and it is perfectly normal to experience them.

Practice Compassion and Gratitude.
This is already a testing time for many, and things may get worse, creating uncertainty and even fear. In these conditions it is normal for humans to focus on themselves, and this may lead to irritability, anger, frustration etc. towards others. By choosing compassion towards others (especially family members!!), trying to understand what other people are going through and how they feel, and practicing gratitude for what we have (rather than focussing on what we do not have or have lost) we can maintain good relations with those around us and create a much better environment for us all to live and work in.

Humans are social animals.

Remember humans have evolved to live and work in groups, and so any kind of isolation places an extra burden on us. Being isolated from work colleagues that we normally spend a large amount of time with can impact on how we feel, so make a concerted effort to stay in touch, and not just about work related issues.
Also make a point of reaching out to your social circles, friends, family, groups etc. and maintain those links that we all need for our wellbeing. It is also a good idea to keep in touch with those people who may be vulnerable at this time, encourage them to look after themselves and offer help where possible.

Look after your Psychological needs.
We have all heard stories about people bulk buying food and provisions to ensure their physical needs are met, but what about your emotional/ psychological needs? We all have psychological needs (such as the need for recognition, significance, achievement, connection to others and growth) and work plays a large part for most people in getting those needs met.
While working at home it is important to recognise that these still need to be met, but the mechanisms that previously supported us are temporarily unavailable. Therefore be kind to yourself, you may feel worried or alone, you may feel like you are not as “good” as normal or achieving as much as normal, and that is OK. Take time to focus on what you have achieved, learn to congratulate yourself, acknowledge any negative thoughts or feelings you may have but remind yourself these are difficult times and that you are only human.

Look after your mental health
The change to routines, the pressure of appearing busy, being productive, being isolated, losing connections and feeling guilty/ anxious may impact on our mental health, and anyone who has an existing mental health condition may find it is impacted.
It is important to plan ahead for our mental health, figure out what supports our mental health, who we can talk to, what help is available locally and nationally and what to do if we feel in crisis.

Resources and contacts
Below are some resources we can all access to help support us through the next few weeks:
Your line manager can help with work issues but may also be able to offer support on other topics.

Parliamentary Health and Wellbeing Service – although PHWS will also be subject to any restrictions in Parliament, they will still be answering emails and can be contacted regarding wellbeing issues.
Heath Assured – our Employee Assistance Provider can be contacted on 0800 030 5182 and—health-assured/  Please note that the employer is listed as House of Parliament – you need to tell them this when you call so that they can find the account.

NHS – Please follow the most recent advice regarding contacting the NHS, however the NHS website is accessible to everyone at any time and contains a wide range of useful information and links to other resources.

Samaritans phone 116 123 or email to have a confidential conversation with someone about anything that concerns you

Other Useful Links

Your Mind Plan (NHS):


Anxiety UK:

MP and Staffers’ guide to Mental Health:

Coronavirus – useful links


This page is intended to be a list of links to useful sources of information in the United Kingdom about Coronavirus, how to help your constituents and how to work remotely.

Since publishing this page of links, we have been inundated with requests to link to numerous external sites, predominantly in the USA, which, whilst very useful and informative in their own right, are not directly relevant to the work of MPs’ staff in the United Kingdom.  Please note that we are not accepting requests to publish external links but thank you for your interest in our site.

House of Commons Information

An update from the Cabinet Office for Members (2 June 2020):

Cleanliness and hygiene measures on the Estate

Coronavirus Hub

Data protection guidance

Digital guidance (scroll down page)

FAQs for Members

HSE Working Safely guidance and support

IPSA guidance

Member briefing pack

Returning to work guidance (opens in ACT)

Risk assessment (office)

Risk assessment (individual)

Situation in the UK

Template signage

Test and Trace

Wellbeing advice and guidance

Working from home advice (W4MP)


Data Protection and Coronavirus

House of Commons Library:

Immigration and Borders:

Working Remotely

Log into Office 365 with your Parliamentary credentials for access to all of your usual apps:

Learn how to use Skype for Business for online meetings – factsheet and video

Health and Wellbeing

Your Mind Plan (NHS):


Anxiety UK:


Tax Debt and Mental Health

Information for the Public

Government Advice for the Public

Coronavirus information homepage:

Time off for Family and Dependants –

Children’s Commissioner – Coronavirus, children and you.  Advice, information, suggestions, answers and resources to help during the pandemic:

Coronavirus Crisis: Guidance on Compliance with Family Court Child Arrangement Orders:

Employment Issues

ACAS employment advice: Helpline 0300 123 1100 /

Coronavirus support for employees, benefit claimants and businesses:

Health & Safety Executive:

Support for businesses:

Lay-offs and short-time working:

Unite the Union:

If Unite members need advice on a COVID-19 related employment law query that is not covered by the information above and your workplace rep is not available, you can call Unite’s dedicated COVID-19 Legal Advice Line on 0333 202 6557.

If members need advice on a COVID-19 related benefits query, information is available from the DWP online here and Unite have set up a dedicated benefits advice line which members can access by calling 0333 202 6563

Unite has launched a helpline and volunteer care service for its vulnerable members during the coronavirus crisis.

All UK-based Unite members can call the helpline number 0330 1072351. The helpline is fully staffed between 08:00 until 19:00 Monday to Friday with an overflow service at other hours. A Unite volunteer will then be assigned to assist anyone who needs help with picking up shopping, posting mail, collecting urgent supplies, such as prescriptions, or simply talking to those who are experiencing loneliness.


Coronavirus Business Advice – including business closures, stay at home FAQs, self-employment income support scheme, and more:

Claim for wage costs through the Coronavirus Job Retention Scheme – a guide for employers.  includes information relating to people on zero hours contracts:

Competitions and Markets Authority – report concerns about business practices, including shops raising prices:

Coronavirus Business Interruption Loan Scheme:

Coronavirus Financial Support:

Coronavirus Job Retention Scheme:

Federation of Small Businesses:

HMRC Tax helpline to support businesses affected by coronavirus (COVID-19) – news article: leads to helpline:

Information on support for self-employed individuals:

Information Commissioner:

Coronavirus: what IPSE (Association of Independent Professionals and the Self Employed) is doing and advice for freelancers and the self-employed: and IPSA Coronavirus hub:

Royal Mail:

Sage – financial advice for small and medium businesses:-

Save a Small Business (Greater Manchester only):



Entitledto – What help is available from benefits if you are affected by coronavirus:

Turn2Us – Benefits and Coronavirus:

Disability Benefits: Claimants on disability benefits will no longer be required to attend face-to-face assessments. The change also covers health checks for Universal Credit.:

Employment & Support Allowance:

Information on Universal Credit:

To claim Universal Credit:

Education and Childcare

Guidance for schools, childcare providers, colleges and local authorities in England on maintaining educational provision:

Coronavirus (COVID-19): early years and childcare closures:

The Open University: Coronavirus – the lowdown –

Health & Wellbeing

Get coronavirus support as an extremely vulnerable person:

NHS advice:

Age UK:

Asthma UK:


Cancer Research: and

Childline: 0800 1111 –

Children’s Commissioner:

Citizens’ Advice:

Diabetes UK:

Guide on Handling Coughs and Colds in the Elderly:

MIND ‘Coronavirus and your wellbeing’: and Coronavirus: supporting yourself and your team:

Working from Home: A Guide to Creating a Healthy and Productive Workspace

Hardship Funds

Coronavirus hardship fund for musicians:

Travel and Transport Advice

Foreign Office Travel Advice:

Compare the Market:

Coronavirus guidance on travel insurance:

Money Saving Expert:

Coronavirus Financial Help & Rights – Sick pay, mortgages, rental help, train refunds, energy top-ups & more:

Coronavirus Travel Rights – Holiday refunds, travel insurance cover and more:

Travel advice: coronavirus (COVID-19) – Guidance for British people travelling overseas during the coronavirus (COVID-19) pandemic:

MOT Tests:

The AA:

Arriva Buses:

Diamond Buses:

Network Rail:

Northern Rail:


Transport for Greater Manchester:

Energy and Utilities

Compare the Market: Coronavirus guidance on energy:

British Gas:




Ofgem – Coronavirus (COVID-19) and your energy supply: Coronavirus (COVID-19) and your energy supply

Helping the energy industry protect customers during coronavirus

Scottish Power:

Shell Energy:

Three Mobile:

United Utilities:












Community Support

Covid-19 Mutual Aid UK – “a group of volunteers supporting local community groups organising mutual aid throughout the Covid-19 outbreak in the UK. We focus on providing resources and connecting people to their nearest local groups, willing volunteers and those in need.” –

Home Owners, Landlords and Renters

HomeOwners Alliance – Buying and selling a home during the coronavirus lockdown?

Residential Landlords Association – what landlords need to know:

Complete ban on evictions and additional protection for renters:

Banks, Building Societies and Money

Bank of Scotland:


Bradford and Bingley:

Co-op Bank:

Help Musicians Coronavirus Hardship Fund:



Money Advice Service:

More Than Insurance:

Natwest: Telephone: 0800 051 4176


Royal Bank of Scotland:




Other Useful Links

Compare the Market: General coronavirus guidance: