samaritans

The Story of Scgary

Unless they happened to bump into each other at QParty, the first time Ruth and JTA met my school friend Gary was at my dad’s funeral. Gary had seen mention of the death in the local paper and came to the wake. About 30 seconds later, Gary and I were reminiscing, exchanging anecdotes about our misspent youths, when suddenly JTA blurted out: “Oh my God… you’re Sc… Sc-gary?”

Ever since then, my internal monologue has referred to Gary by the new nickname “Scgary”, but to understand why requires a little bit of history…

Despite having been close for over a decade, Gary and I drifted apart somewhat after I moved to Aberystwyth in 1999, especially as I became more and more deeply involved with volunteering at Aberystwyth Nightline and the resulting change in my social circle which soon was 90% comprised of fellow volunteers, (ultimately resulting in JTA’s “What, Everyone?” moment). We still kept in touch, but our once more-intense relationship – which started in a primary school playground! – was put on a backburner as we tackled the next big things in our lives.

Training page from the Aberystwyth Nightline website, circa 2004 — This is what the recruitment page on the Aberystwyth Nightline website looked like *after* I’d improved it. The Web was younger, then.

Something I was always particularly interested both at Nightline and in the helplines I volunteered with subsequently was training. At Nightline, I proposed and pushed forward a reimplementation of their traditional training programme that put a far greater focus on experience and practical skills and less on topical presentations. My experience as a trainee and as a helpline volunteer had given me an appreciation of the fundamentals of listening and I wanted future trainees to be able to benefit from this by giving them less time talking about listening and more time practising listening.

The primary mechanism by which helplines facilitate such practical training is through roleplaying. A trainer will pretend to be a caller and will talk to a trainee, after which the pair (along with any other trainers or trainees who are observing) will debrief and talk about how it went. The only problem with switching wholesale to a roleplay/skills-driven approach to training at Aberystwyth Nightline, as I saw it, was the approach that was historically taken to the generation of roleplay material, which favoured the use of anonymised adaptations of real or imagined calls.

Roleplay scenarios must be realistic (so that they simulate the experience of genuine calls with sufficient accuracy that they are meaningful) but they must also be effective (at promoting the growth of the skills that are needed to best-support callers). Those two criteria often come into conflict in roleplay scenarios: a caller who sits in near-silence for 20 minutes may well be realistic, but there’s a limit to how much you can learn from sitting in silence; a roleplay which tests every facet of a trainee’s practical knowledge provides efficiency, but does not reflect the content of any call that has ever really happened.

I spent some time outlining the characteristics of best-practice roleplays and providing guidelines to help “train the trainers”. These included ideas, some of which were (then) a little radical, like:

A roleplay should be based upon a character, not a story: if the trainer knows how the call is going to end, this constrains the opportunity for the trainee to explore the space and experiment with listening concepts. A roleplay is necessarily improvisational: get into your character, let go of your preconceptions.
Avoid using emotionally-charged experiences from your own life: use your own experience, certainly, but put your own emotional baggage aside. Not only is it unfair to your trainee (they’re not your therapist!) but it can be a can of worms in its own right – I’ve seen a (great) trainee help a trainer to make a personal breakthrough for which they were perhaps not yet ready.
Don’t be afraid to make mistakes: you’re not infallible, and you neither need to be nor to present yourself as a perfect example of a volunteer. Be willing to learn from the trainees (I’ve definitely made use of things I’ve learned from trainees in real calls I’ve taken at Samaritans) and create a space in which you can collectively discuss how roleplays went, rather than simply critiquing them.

In order to demonstrate the concepts I was promoting, I wrote and demonstrated a significant number of sample roleplay ideas, many of which I (or others) would then go on to flesh-out into full roleplays at training sessions. One of these for which I became well-known was entitled My Friend Scott.

The caller in this roleplay presents with suicidal ideation fuelled by feelings of guilt and loneliness following the accidental death, about six months prior, of his best friend Scott, for which he feels responsible. Scott had been the caller’s best friend since childhood, and he’s fixated on the adventures that they’d had together. He clearly has a huge admiration for his dead friend, bordering on infatuation, and blames himself not only for the death but for the resulting fracturing of their shared friendship group and his subsequent isolation.

(We’re close to getting back to the “Scgary story”, I promise. Hang in here.)

When I would perform this roleplay as the caller, I’d routinely flesh out Scott and the caller’s backstory with anecdotes from my own childhood and early-adulthood: it seemed important to be able to fill in these kinds of details in order to demonstrate how important Scott was to the caller’s life. Things that I really did with any of several of my childhood friends found their way, with or without embellishment, into the roleplay, like:

Building a raft on the local duck pond and paddling out to an island, only to have the raft disintegrate and have to swim back
An effort to dye a friend’s hair bright red which didn’t produce a terribly satisfactory result but did stain many parts of a bathroom
Camping in the garden, dragging out a desktop computer and extension cable to fully replicate the “in the wild” experience
Flooding my mother’s garden (which at that time was a long slope on clay soil) in order to make a muddy waterslide
Generating fake credit card numbers to facilitate repeated month-long free trials of an ISP‘s services
Riding on the bonnet of a friend’s first car, hanging on to the windscreen wipers, eventually (unsurprisingly) falling off and getting run over

Of course: none of the new Nightliners I trained knew which, if any, of these stories were real – that was never a part of the experience. But many were real, or had a morsel of truth. And a reasonable number of them – four of those in the list above – were things that Gary and I had done together in our youth.

JTA’s surprise came from that strange feeling that occurs when two very parts of your life that you thought were completely separate suddenly and unexpectedly collide with one another (I’m familiar with it). The anecdote that Gary had just shared about our teen years was one that exactly mirrored something he’d heard me say during the My Friend Scott roleplay, and it briefly crashed his brain. Suddenly, this was Scott standing in front of him, and he’d been able to get far enough through his sentence to begin saying that name (“Sc…”) before the crash stopped him in his tracks and he finished off with “…gary”.

I’m not sure whether or not Gary realises that, in my house at least, he’s to this day been called “Scgary”.

I bumped into him, completely by chance, while visiting my family in Preston this weekend. That reminded me that I’d long planned to tell this story: the story of Scgary, the imaginary person who exists only in the minds of the tiny intersection of people who’ve both (a) met my friend Gary and know about some of the crazy shit we got up to together when we were young and foolish and (b) trained as a volunteer at Aberystwyth Nightline during the window between me overhauling how training was provided and ceasing to be involved with the training programme (as far as I’m aware, nobody is performing My Friend Scott in my absence, but it’s possible…).

Gary asked me to give him a shout and meet up for a beer next time I’m in his neck of the woods, but it only occurred to me after I said goodbye that I’ve no idea what the best way to reach him is, these days. Like many children of the 80s, I’ve still got the landline phone numbers memorised of all of my childhood friends, but even if that number is still valid, it’d be his parents house!

I guess that I’ll let the Internet do the work for me: perhaps if I write this, here, he’ll find it, somehow. Hi, Scgary!

New Volunteers for Three Rings

Hot on the heels of our long weekend in Jersey, and right after the live deployment of Three Rings‘ Milestone: Krypton, came another trip away: I’ve spent very little time in Oxford, lately! This time around, though, it was an experimental new activity that we’ve inserted into the Three Rings calendar: Dev Training.

The format wasn’t unfamiliar: something that we’ve done before, to great success, is to take our dedicated volunteer programmers away on a “Code Week”: getting everybody together in one place, on one network, and working 10-14 hour days, hammering out code to help streamline charity rota management. Sort-of like a LAN party, except instead of games, we do work. The principle of Code Week is to turn volunteer developers, for a short and intense burst, in to machines that turn sugar into software. If you get enough talented people around enough computers, with enough snacks, you can make miracles happen.

In recent years, Three Rings has expanded significantly. The test team has exploded; the support team now has to have a rota of their own in order to keep track of who’s working when; and – at long last – the development team was growing, too. New developers, we decided, needed an intensive session of hands-on training before they’d be set loose on real, production code… so we took the principles of Code Week, and turned it into a boot camp for our new volunteers!

Recruiting new developers has always been hard for us, for a couple of reasons. The first reason is that we’ve always exclusively recruited from people who use the system. The thinking is that if you’re already a volunteer at, say, a helpline or a community library or a fireboat-turned-floating-museum or any of the other organisations that use Three Rings, then you already understand why what we do is important and valuable, and why volunteer work is the key to making it all happen. That’s the bit of volunteering that’s hardest to ‘teach’, so the thinking is that by making it a prerequisite, we’re always moving in the right direction – putting volunteering first in our minds. But unfortunately, the pool of people who can program computers to a satisfactory standard is already pretty slim (and the crossover between geeks and volunteers is, perhaps, not so large as you might like)… this makes recruitment for the development team pretty hard.

A second difficulty is that Three Rings is a hard project to get involved with, as a newbie. Changing decisions in development convention, a mess of inter-related (though thankfully not inter-depedent) components, and a sprawling codebase make getting started as a developer more than a little intimidating. Couple that with all of the things our developers need to know and understand before they get started (MVC, RoR, TDD, HTML, CSS, SQL, DiD… and that’s just the acronyms!), and you’ve got a learning curve that’s close to vertical. Our efforts to integrate new developers without a formal training program had met with limited success, because almost nobody already has the exact set of skills we’re looking for: that’s how we knew it was time to make Dev Training Weekend a reality.

We’d recruited three new potential developers: Mike, Rich, and Chris. As fits our pattern, all are current or former volunteers from organisations that use Three Rings. One of them had been part of our hard-working support team for a long time, and the other two were more-new to Three Rings in general. Ruth and I ran a series of workshops covering Ruby, Rails, Test-Driven Development, Security, and so on, alternated between stretches of supervised “hands-on” programming, tackling genuine Three Rings bugs and feature requests. We felt that it was important that the new developers got the experience of making a real difference, right from the second or the third day, they’d all made commits against the trunk (under the careful review of a senior developer, of course).

We were quite pleased to discover that all three of them took a particular interest early on in different parts of the system. Of course, we made sure that each got a full and well-rounded education, but we found that they were all most-interested in different areas of the system (Comms, Stats, Rota, etc.), and different layers of development (database, business logic, user interface, etc.). It’s nice to see people enthused about the system, and it’s infectious: talking with some of these new developers about what they’d like to contribute has really helped to inspire me to take a fresh look at some of the bits that I’m responsible for, too.

It was great to be able to do this in person. The Three Rings team – now about a dozen of us in the core team, with several dozen more among our testers – is increasingly geographically disparate, and rather than face-to-face communication we spend a lot of our time talking to each other via instant messengers, email, and through the comments and commit-messages of our ticketing and source control systems! But there’s nothing quite like being able to spend a (long, hard) day sat side-by-side with a fellow coder, cracking through some infernal bug or another and talking about what you’re doing (and what you expect to achieve with it) as you go.

I didn’t personally get as much code written as I’d have liked. But I was pleased to have been able to support three new developers, who’ll go on to collectively achieve more than I ever will. It’s strange to look back at the early 2000s, when it was just me writing Three Rings (and Kit testing/documenting most of it: or, at least, distracting me with facts about Hawaii while I was trying to write the original Wiki feature!). Nowadays Three Rings is a bigger (and more-important) system than ever before, supporting tens of thousands of volunteers at hundreds of voluntary organisations spanning five time zones.

I’ve said before how much it blows my mind that what began in my bedroom over a decade ago has become so critical, and has done so much good for so many people. And it’s still true today: every time I think about it, it sends my head spinning. If that’s what it’s done in the last ten years, what’ll it do in the next ten?

Ageism, Nightline, and Counselling

As a trainee counsellor, I’ve had plenty of opportunity of late for self-analysis and reflection. Sometimes revelations come at unexpected times, as I discovered recently.

I was playing the part of a client in a role-play scenario for another student on my course when I was struck by a realisation that I didn’t feel that my “counsellor” was able to provide an effective and empathetic response to the particular situations I was describing. It didn’t take me long to spot that the reason I felt this way was her age. Probably the youngest in our class – of whose span of ages I probably sit firmly in the middle – her technical skill is perfectly good, and she’s clearly an intelligent and emotionally-smart young woman… but somehow, I didn’t feel like she would be able to effectively support me.

And this turned out to be somewhat true: the session ended somewhat-satisfactorily, but there were clear moments during which I didn’t feel that a rapport had been established. Afterwards, I found myself wondering: how much of this result was caused by her approach to listening to me… and how much was caused by my perception of how she would approach listening to me? Of the barriers that lay between us, which had I erected?

Since then, I’ve spent a little time trying to get to the bottom of this observation about myself, asking: from where does my assumption stem that age can always be associated with an empathic response? A few obvious answers stand out: for a start, there’s the fact that there probably is such a trend, in general (although it’s still unfair to make the outright assumption that it will apply in any particular case, especially with somebody whose training should counteract that trend). Furthermore, there’s the assumption that one’s own experience is representative: I know very well that at 18 years old, my personal empathic response was very weak, and so there’s the risk that I project that onto other young adults.

However, the most-interesting source for this prejudice, that I’ve found, has been Nightline training.

The Nightline Association, umbrella body representing student Nightlines around the UK and overseas

Many years ago, I was a volunteer at Aberystwyth Nightline. I worked there for quite a while, and even after I’d graduated and moved on, I would periodically go back to help out with training sessions, imparting some of what I’d learned to a new generation of student listeners.

As I did this, a strange phenomenon began to occur: every time I went back, the trainees got younger and younger. Now of course this isn’t true – it’s just that I was older each time – but it was a convincing illusion. A second thing happened, too: every time I went back, the natural aptitude of the trainees, for the work, seemed to be less fine-tuned than it had the time before. Again, this was just a convincing illusion: through my ongoing personal development and my work with Samaritans, Oxford Friend, and others, I was always learning new skills to apply to helping relationships, but each new batch of trainees was just getting off to a fresh start.

This combination of illusions is partly responsible for the idea, in my mind, that “younger = less good a listener”: for many years, I’ve kept seeing people who are younger and younger (actually just younger than me, by more) and who have had less and less listening experience (actually just less experience relative to me, increasingly). It’s completely false, but it’s the kind of illusion that nibbles at the corners of your brain, if you’ll let it.

Practicing good self-awareness helps counsellors to find the sources of their own prejudices and challenge them. But it’s not always easy, and sometimes the realisations come when you least expect them.

On This Day In 2004

Looking Back

On this day in 2004 I handed in my dissertation, contributing towards my BEng in Software Engineering. The topic of my dissertation was the Three Rings project, then in its first incarnation, a web application originally designed to help university Nightlines to run their services.

An early Three Rings Directory page. If you remember when Three Rings used to look like this, then you're very old.

I’d originally started developing the project early in the previous academic year, before I’d re-arranged how I was going to finish my course: Three Rings celebrates its tenth birthday this year. This might be considered to have given me a head start over my peers, but in actual fact it just meant that I had even more to write-up at the end. Alongside my work at SmartData a few days a week (and sometimes at weekends), that meant that I’d been pretty damn busy.

A page from my dissertation, covering browser detection and HTTPS support (then, amazingly, still not-quite-universal in contemporary browsers).

I’d celebrated hitting 10,000 words – half of the amount that I estimated that I’d need – but little did I know that my work would eventually weigh in at over 30,000 words, and well over the word limit! In the final days, I scrambled to cut back on text and shunt entire chapters into the appendices (A through J), where they’d be exempt, while a team of volunteers helped to proofread everything I’d done so far.

Finally, I was done, and I could relax. Well: right up until I discovered that I was supposed to have printed and bound two copies, and I had to run around a busy and crowded campus to get another copy run off at short notice.

Looking Forward

Three Rings went from strength to strength, as I discussed in an earlier “on this day”. When Bryn came on board and offered to write programs to convert Three Rings 1 data into Three Rings 2 data, in 2006, he borrowed my dissertation as a reference. After he forgot that he still had it, he finally returned it last month.

The inside front cover of my dissertation, along with a note from Bryn.

Later still in 2009, Ruth expanded Three Rings as part of her Masters dissertation, in a monumental effort to add much-needed features at the same time as getting herself a degree. After handing it in and undergoing her defense (which went better than she expected), she got a first.

My dissertation (left) back on my bookshelf, where it belongs.

Today, Three Rings continues to eat a lot of my time, and now supports tens of thousands of volunteers at hundreds of different helplines and other charities, including virtually every Nightline and the majority of all Samaritans branches.

It’s grown even larger than I ever imagined, back in those early days. I often tell people that it started as a dissertation project, because it’s simpler than the truth: that it started a year or two before that, and provided a lot of benefit to a few Nightlines, and it was just convenient that I was able to use it as a part of my degree because otherwise I probably wouldn’t have had time to make it into what it became. Just like I’m fortunate now to have the input of such talented people as I have, over the last few years, because I couldn’t alone make it into the world-class service that it’s becoming.

This blog post is part of the On This Day series, in which Dan periodically looks back on years gone by.

Googling for Suicide, Part II

You may remember that earlier this year I wrote a letter to Google suggesting that they ought to publicise the number of Samaritans to people searching for suicide-related topics: sort-of like a free Featured Link, but just advertising the phone number of a support service that, in particular, provides emotional support to those who are having suicidal thoughts.

Well, it seems that now they’ve done it (click on the image below to see a larger version).

The top of the search results when performing a Google search for 'suicide' in the UK.

I’d like to think that I played a small part in making this happen. Thanks, Google.

A Day On Campus

I’m going to be up on the University campus all day tomorrow (Monday 28th September), helping out at the Samaritans stand at the Freshers’ Fair. If you’re on or near Penglais, come by and say hi, or drop me a text and we can hook up for lunch.

Board Games And Waterfalls

It’s been a fun, full weekend. Highlights include:

A good Troma Night

In case you weren’t following, Troma Night is on Fridays nowadays. We watched the fantastic 1945 film Brief Encounter, which I’d highly recommend, and Lava, which I wouldn’t (although if you do see it, watch ’til the end: it improves, I promise).

Same about the early finish, though. People are such sleepyheads these days.

A lie-in!

Ah, it shouldn’t be such a rarity that it’s noteworthy, but unfortunately it is. I thought I had so little to do on Saturday, so Claire and I lay in and then went for a leisurely brunch… and then is when I remembered all of the things I was supposed to be doing – helping out with the Samaritans stand at the Aber Farmer’s Market, meeting up with a friend for a drink, and meeting my dad and his partner Jenny who were visiting.

Did manage to find time to hack around with some Wiimotes, though. I’ve been doing some fun reverse-engineering of their peripherals. More on that later, little doubt.

An awesome Geek Night

My dad had a little difficulty with Munchkin, but apart from that it was a fast-paced and fun Geek Night. I kicked arse at Gnostica, but only by being a bastard (Claire almost had it at one point, and even got so far as to declare an imminent victory), and also played a hell of a game of Puerto Rico, winning by only a couple of points. It was nice that Jenny was able to win Apples to Apples on the first time she’s played it, despite not being able to “play to the judge” as the rest of us so often do.

And afterwards, most of us lounged around and chatted, in that way that’s sometimes become the end to a Geek Night, and it was fabulous. I can’t remember the last time I laughed so hard as I did while Jimmy was trying to explain to Elizabeth how variable the consistency of semen can be. You probably had to be there, I’m afraid.

Pushing my dad off

My dad’s visit marked the beginning of his now-annual Aberystwyth to Preston cycle ride (yes, the mad fool rides the 130+ mile journey in a day).

I pushed him the first 5 yards, though, along the prom, so I’ve done my bit. He set off at about 08:30 and got home at about 19:15, so made a run of 10 hours of 45 minutes. And I’m pretty sure he couldn’t have done it without that first 5 yards, so it’s my victory, really.

Hafod estate

Ruth and I decided to make the most of the day, having gotten up early to see my dad off, and so – armed with a Forestry Commission brochure from the hotel where he and Jenny had been staying – we went to go for a walk around the quite-beautiful Hafod Estate, near Devil’s Bridge. It’s a quite beautiful part of the Ystwyth valley, filled with forests and waterfalls.

And yet another Whedon Night

And then a Whedon Night (our weekly Buffy & Angel night) to finish off the weekend. We’ve decided to try to squeeze a couple more of these in over the coming weeks in order to try to finish the final series of Buffy (and the penultimate series of Angel) before Ruth leaves for Oxford at the end of the month.

What’s A Cripple Been Up To?

I’m sick of hobbling round on a crutch. Sure, it was an interesting novelty for the first couple of days, even despite the fact that I got almost no sympathy from folks (and, to be fair, I deserved none – what kind of idiot cripples himself while chasing after cake?). But now I’m just sick of it. Today, two weeks after my tumble, is the first day that I’m walking around outdoors without a crutch (and without being in pain). I still need a little bit of help from one when going up or down slopes (but not stairs), so I’m still carrying my happy little aluminium pole around with me, but I’m able to support my entire weight with either foot once more, so that’s a big step forward.

Helped out with Aberystwyth Samaritans fundraising event at Varsity, although as I wasn’t quite up to walking around on my bad foot I wasn’t able to go around shaking buckets, but I did end up with “24:7” face-painted on my forehead, and apparently a decent sum of money was raised by the event, so not all bad.

I bought myself an EeePC 1000 this last week, too. I’ve never had a very good relationship with laptops, but I felt that it was probably time to give one another go, and in particular I wanted something small, light, cool, and quiet, with a fabulous battery life, so the Eee 1000 it had to be. I’ve been really very, very impressed with it so far (at least, having stripped off the silly OS that came on it and replaced it with Eeebuntu). I’ll try to find time to write more about it in due course.

The only other little bit of excitement for me, apart from being nicknamed “Hobbles” by just about everybody down here, was seeing the new Star Trek film at the Commodore last night. And while I thought the story was compelling and well-written and that the film was pitched right for a new generation of Star Trek fans, I can’t help but take issue at the artistic choices made by the director and by the special effects team. For example, whose clever idea was it that to show the vast, empty, hostility of space, the best way to shoot was entirely in close-ups? I’m pretty sure the only wide shot in the entire film is of the Academy! And what’s with all the lens effects? Barely a scene goes by without some digitally-added bloom or glare or lens flare. They were cute to begin with, when we’re panning across the bridge of the Enterprise in all it’s “this is what the inside of your iMac looks like” glory, but by the seventh or eighth time, it’s easy to get sick of. All in all, it’s a mediocre to good Star Trek film, not worthy in my mind of all the hype it’s attracting.