Telephone helplines
Helplines provide a confidential listening and emotional support to people with mental health problems and are usually provided by a voluntary sector service provider, though some acute services such as in-patient wards or crisis teams can also fulfil this role. .
How do they work?
All Rethink helplines listen to people non-judgementally, offering empathy and support. When requested, helplines can provide callers with independent, impartial information regarding services and choices available in any given situation. Helplines can also play an important role in averting crises and accessing other services.
Confidentiality is crucial to this type of service and is always strictly maintained through processes, procedures, training and technology, unless the caller gives their permission, or it is believed that there is a serious risk to the caller's safety.
Helplines are operated by trained, dedicated volunteers. Staff are available 'on call' to provide support in difficult situations. Volunteers complete a training course which identifies whether they are able to be impartial as well as equip them with the skills and knowledge they need to be effective.
Confidentiality is crucial to this type of service and is always strictly maintained through processes, procedures, training and technology, unless the caller gives their permission, or it is believed that there is a serious risk to the caller's safety.
Helplines are operated by trained, dedicated volunteers. Staff are available 'on call' to provide support in difficult situations. Volunteers complete a training course which identifies whether they are able to be impartial as well as equip them with the skills and knowledge they need to be effective.
Further information
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Do Helplines Help summary
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This study compared the impact of two Rethink helpline models on patient pathways through mental health services -
Future Perfect
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service user and carer perspectives about the future of mental health services
