The All Wales Helpline

The Helpline

The Helpline

What we do

The Helpline is a gender-neutral information and support service for people and children experiencing domestic abuse and sexual violence, and individuals and organisations who want to know more about these support services in Wales.

Helpline Service

•It’s for anyone experiencing domestic abuse or sexual violence or concerned about someone they know

•We offer support & information via the phone and also through email.

•Contact information & service details for agencies designed to help those experiencing domestic abuse and sexual violence for the whole of Wales and also nationally if relevant.

•UK Refuges Online System – national refuge availability

•Free & Confidential

•Referrals – partnership working

The Helpline has received over 166,000 calls since

going live back in 2004.

Helpline Statistics

April-March 2013

• 29,718 total incoming calls

Snapshot

• Experiencing callers: 95% female – 159 male callers.• 12,406 Other Agency Calls• 648 Concerned Others• 58 Perpetrator calls• 21 crisis calls

• 286 callers that had experienced sexual violence (standalone additional DA figures)

Role of Front Line Workers

Currently there are 5 full time helpline workers, 8 part time workers, 4 sessional workers and the Helpline Co-ordinator covering the 24 hour rota.

Our vision is to:

•Listen

•Support

•Inform people with experience of domestic abuse and sexual violence positively, safely, and with respect.

•Helpline Service User Feedback – monitoring ad evaluation. We constantly work at improving the service and have mechanisms in place to monitor and evaluate the helpline service.

HSW’s role

The helpline are involved in different projects:

•Risk Assessment – DASH, MARACs, training

•Cover 24 on call for our member groups & buddying service.

•The Rape & Sexual Abuse Support Centre (RASASC) North Wales on call – we cover their out of hours and also offer direct referral access to our service users.

•New Pathways direct referral access for our service users.

• Cover the DYN helpline out of hours.

•Managing UK Refuges Online System – annual update of the system.

Achievements over past 12 months

•Telephone Helpline Association Quality Standard Award (renewal) – which define and accredit best practice in helpline work. Ensuring that our helpline is effectively meeting the needs of our service users and following best practice. This is completed every 3 years, and this is the second time we have achieved it.

•Rebranding with regards to the sexual violence aspect of the service– launch in Cardiff in Jan 2012 and re-launch in North Wales in July 2012.

•Partnership working with Betsi Cadwaladr University Health Board North Wales with regards to delivering training on risk assessment and taking all of their marac referrals directly via the helpline. This is across all departments within the health board in North Wales. Once the caada dash has been completed within health and a referral to marac is needed, this referral comes via the helpline. We then can offer support to the victim as well as to the health worker.

•PQASSO quality award – currently working towards achieving this quality award at the end of the year as part of Welsh Women’s Aid. PQASSO is the leading quality standard developed for the third sector.

Further Information

0808 80 10 800

Website: www.allwaleshelpline.org.uk

Email: info@allwaleshelpline.org.uk

Social Networking: twitter.com/WalesHelplinewww.facebook.com/AllWalesHelpline

Diolch!

Thank you!

Any questions?