23 February 2026
Every year, WithYou's webchat service supports thousands of people to access drug and alcohol support wherever they are, 364 days a year.
AI chatbots are everywhere now, handling complaints, tracking parcels, booking appointments. But WithYou webchat is different. When someone is at their most vulnerable and asking for help, they need to know a real person is there, listening, understanding and caring.
Erin and Letty are part of the team making that support possible. Erin, our virtual support specialist, works across multiple services, delivering virtual keyworker sessions and assessments, and supporting the wider webchat team with her expertise.
Erin started at WithYou in Lincoln five years ago, where she worked as an in-person recovery worker. That experience now shapes the support she brings to webchat every day, helping people get the right support, wherever they are.
She says, “I love the skills webchat has given me. WithYou webchat is the only one of its kind. It's completely run by people, available seven days a week, and linked to individual services across the organisation.
“We can provide a full intervention with someone without even taking their first name if they wish. That's really appealing for people who feel ready to start exploring change, even if they're not ready for in-person support yet.”
When someone reaches out for drug and alcohol support through webchat, Letty is often the first person they speak to. As a webchat advisor, her role requires patience, understanding, and compassion.
“My role isn't just about giving guidance,” Letty adds. “It's about creating a safe, non-judgemental space where people can be heard and feel valued, especially if they might feel judged elsewhere.
“Sometimes people just need someone to listen. Even a brief conversation can make someone feel less alone and more supported. I love knowing that what I do behind the screen can have a real impact on someone's day."
Letty's typical workday involves responding to a wide range of people, including those using substances, their family members, or people experiencing mental health challenges.
“My focus is on giving each person the space to be heard,” she says. “Offering support, guidance and reassurance, and helping them work out what their next steps could be.”
Many of those who engage with webchat haven't told anyone else what they're going through. They often reach out in the evenings or at weekends, times when they need support but other services might not be available.
“We're often the first place they turn to when they feel like there’s nowhere else to go,” Letty explains. “What makes the service special is that we take our time with each conversation, creating a safe, non-judgemental space where people can be heard.
“I've seen people come onto webchat anxious, hesitant or unsure. Through talking, they start to engage, feel supported, and leave with a sense of reassurance and hope.
“I'm proud to do work that makes a real difference to someone going through a difficult time. Being able to support them, while feeling part of a strong, caring team, makes my time at WithYou incredibly rewarding.”
WithYou webchat is available from 9am–9pm on weekdays and 10am–4pm on weekends. For more information, visit https://www.wearewithyou.org.uk/find-support/talk-to-a-trained-recovery-worker
