The Helplines Standard

Mark McLean

Agenda

• The starting point

• The journey

• The helplines that accompanied us

• The destination

The starting point

• A multi-channel world

• The Facebook generation

• A commercially challenging environment

• Need to create a tool to support sustainability

The route

• Consult with members, commissioners and helpline users

• Bring in expert project consultant and steering group

• Undertake pilot and listen to feedback from helplines and assessors involved

The helplines that accompanied us

• Ask Brook• Child Law Advice Line• Community Advice and

Listening Line• Gingerbread Single

Parent Helpline• Meningitis Research

Foundation• Message Home

• Myeloma Infoline• Pet Bereavement

Support Service• Respect Phoneline• Runaway Helpline• Wales Drug and Alcohol

Helpline (DAN 24/7)• YoungMinds

Key messages from users• Make it easy for me to find out about your

helpline

• Respond promptly to my enquiry

• Be friendly and knowledgeable

• Treat me as an individual

• Use personal data about me appropriately

• Deliver what you promise

The destination• Accommodates multiple channels and sites

• Focuses on issues of specific importance to helplines

• Greater emphasis on strategic planning

• Specific requirements re individualisation and use of personal data

• Documentary evidence is submitted online

• Assessment fee reduced by 20%

• Publication and website available in May

Congratulations!