Reducing the anxiety and stigma of asking for help
Highland Council has taken a bold step to support employee mental health by launching a new helpline designed to feel local, accessible, and stigma-free. Recognising that asking for help can be daunting, the Council created a service that feels familiar and safe, using a Highland area code to reassure staff they’re speaking to someone close to home.
A tailored response to local needs
The motivation behind the initiative was clear: make it easier for employees to reach out for support without fear or hesitation. Staff had expressed discomfort with national helplines, so Highland Council responded by designing a service that felt more personal and community-based.
The helpline offers four distinct options:
- Employee Assistance Programme
- NHS 24
- Samaritans
- Request a call back from a Mental Health and Wellbeing Representative
This structure gives employees choice and control over how they access support.
Promoting the service with care
To raise awareness, a dedicated leaflet was produced and widely distributed across the organisation. The promotional campaign focused on normalising help-seeking and making the service feel approachable.
While the initial plan included a QR code for easy access, GDPR concerns led to a change in approach. The Council’s ICT Team provided vital support to navigate technical challenges and ensure the service was safe and user-friendly.
Making a meaningful impact
The helpline has already made a difference. Employees report feeling more comfortable reaching out, with one noting:
“I’d never used a helpline before—too scared. The Dingwall number made it seem less scary.”
The organisation benefits too. Staff feel more supported and valued, which contributes to a healthier, more resilient workforce.
Advice for others
Highland Council recommends involving your ICT team early if your project includes technical components. Their expertise was crucial in overcoming challenges and ensuring the helpline was secure and effective.
Voices from the project:
- “I’d never used a helpline before—too scared.”
- “The Dingwall number made it seem less scary.”
How does this align with the Leadership Success Profile?
“Working together, to build trust, move beyond traditional boundaries, share
information, and provide a joined-up and person-centered user experience.”
“Creating an inclusive, compassionate and stimulating environment that
enables teams to flourish and individuals to display their potential.”
This initiative aligns beautifully with the “Empowering Systems” and “Shaping Cultures” clusters of the Leadership Success Profile, particularly under the “Forging trust and
collaboration” and “Fostering Inclusion and Psychological Safety” dimensions respectively. This is through: supporting staff wellbeing – the initiative helps employees perform at their best – which in turn supports better service delivery across the Council. It also removes barriers to accessing mental health support and reduces stigma as the helpline promotes a culture of psychological safety and inclusion.
The Scottish Government has published Improving Wellbeing and Working Cultures (IWWC), which sets out a vision to support and enhance local cultures across our health, social care and social work organisations through programmes of work at a national level that focus on the three pillars of wellbeing, leadership and equality. You can find out more about IWWC by reading this blog by Dr Elizabeth Kelly.
