The trouble with giving advice is that from nothing and on a phone it's very dangerously easy to give the wrong advice and make things worse. You also have to assume that people will be telling you things from their perspective only and while they may not be lying as such, what they say may not be factually accurate. I have some similar experience, not Samaritans but within the nhs, I did assessment calls for a community service. Folk would tell you that they had never had any help, that no one had ever given them a diagnosis, that the doctor wouldn't prescribe pain relief, that the family never visited and so on. While I honestly believe that they believed what they were saying and that that is how the situation felt to them, in about half of the cases the facts were.....well other than they had been represented.