Contact’s Helpline team offer top grade service
2 mins read
Friday 24 February 2023
We’re delighted to let you know that Contact’s Helpline has been awarded the Helplines Partnership’s Standard accreditation for the fourth time in a row.
Our helpline advisers provide a first-rate service to families, advising parent carers on issues including benefits, education, getting a diagnosis and getting support.
Achieving re-accreditation to the Helpline Partnership Quality Standard – the nationally recognised quality standard for helplines – for a further three years means that parents can be assured that they are receiving first rate information, advice and support from our team of helpline advisers.
The assessment process included:
- Reviewing documentary evidence produced by the helpline and supplemented by follow-up interviews with the team
- Making test calls and email enquiries to the helpline
- Assessment activities including observing enquiries being handled by helpline workers
- Conducting telephone interviews with commissioners/funders, key individuals responsible for information/marketing and delivery partners.
Our Helpline service offers more than just a phone line (0808 808 3555)
Last year our helpline team dealt with almost 11,000 enquiries.
Our Helpline includes:
· Live Chat service allowing you to instantly talk to one of our parent advisers online via Charlie the Chatbot.
· Email advice via our helpline form.
· Enquiries posted on our social media channels including our private Facebook group.
