Standard for Helplines©

CCA and Mental Health Helplines Partnership (mhhp) have together developed the Standard for Helplines^©.

The world of helplines is particularly diverse as it encompasses; voluntary and statutory providers operating nationally, regionally or with specific groups.  Working with paid and voluntary staff to respond to condition / issue specific and generalised enquiries from users of services, their carers and professionals; via a range of technologies e.g. telephone, SMS, live webchat.   Providing services ranging from counselling to signposting and providing a listening ear.

The Standard for Helplines^© has been developed to:

• Optimise benefits to the caller through delivery of a consistent quality service.
• Benefit the helpline operation, derived from the rigour of ensuring compliance and embedding quality.
• Maintain and improve the working experience for staff, whether paid or voluntary, through its focus on support, training and development.
• Support the long term sustainability and financial security of the helpline by demonstrating quality and thus helping in the acquisition of funding.
• Help in ensuring consistency, best practice and continual improvement with regard to processes and procedures.
• Enable helplines to be confident in the service delivery quality of other accredited Partnership members with whom they may share calls or services or to whom they may signpost callers.

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