FuneralCoop’s Samaritans training strengthens bereavement care

Part of OurCoop, FuneralCoop's arrangers are drawing on specialist Samaritans training to further strengthen the compassionate support they provide to bereaved families.

Ahead of Samaritans Awareness Day on 24th July, the Society has spoken with colleagues who also volunteer for the charity to explore how developing advanced listening skills and a deeper understanding of emotional distress is enhancing the care they provide to families at one of the most difficult times in their lives.

One funeral arranger, who has been training with Samaritans for six months and is now taking calls alongside a mentor, says listening is the single most important skill across both roles.

They said: "As funeral arrangers, we advise, support, and stay on the other end of the phone to guide families through raw, difficult moments. There are no magic words – it's simply about having a conversation and truly listening."

The colleague was inspired to volunteer after supporting several families bereaved by suicide and wanting to better understand how to help people facing profound grief.

They say the training has transformed the way they approach conversations, encouraging them to slow down, listen without judgement and recognise that every person's experience of grief is different. Rather than trying to find the 'right' words, the focus is on helping families feel heard and supported as they find the pathway that's right for them.

The training has also highlighted the importance of emotional resilience. By learning how to process challenging conversations and look after their own wellbeing, volunteers are better equipped to continue supporting others with empathy, compassion and professionalism. Those skills are equally valuable in funeral arranging, where colleagues regularly support people through a wide range of experiences, emotions and circumstances.

Samaritans is OurCoop's national charity partner, chosen by members following nearly 17,000 member votes. To date, more than £400,000 has been raised for the charity through member and customer donations, helping Samaritans provide free, round-the-clock emotional support, while also supporting the recruitment, training and development of volunteers across the UK and Ireland.

The funeral arranger's advice is clear: "No matter who you there is always someone at the end of the phone, 24/7, if you are in emotional crisis. If you ever don't know what to say to someone who is struggling, direct them to Samaritans. They are wonderful people who are always ready to listen."

Hannah Gallimore, Social Change Manager at OurCoop, said: "Our funeral colleagues support people through some of life's most difficult moments. It's inspiring to see them choosing to build on those skills through volunteering with Samaritans, developing an even deeper understanding of how compassionate listening can make a real difference.

“That experience not only benefits the people they support through the charity but also strengthens the care and reassurance they provide to bereaved families every day. It reflects the values that run through OurCoop - putting people first and being there when it matters most. We're incredibly proud to support Samaritans both through our members' generous fundraising and through colleagues who give their time and expertise as volunteers."