The Rethink Advice and Information Service (RAIS) provides a trusted resource for information on mental illness, mental health laws, and guidance for carers. You can contact the team by phone or web chat every weekday, and they would be happy to help with any queries you have. We spoke to RAIS advisor, Amber, to find out more about her role and what the service can offer.   

The day usually starts with a team meeting before the helpline opens, giving us time to discuss any new information on legislation changes, or updates to support services. Throughout the day, we will then be supporting callers on the phone or webchat, or working on our online resources, including reviewing and editing existing content, and researching and writing new content. 

We’re a small but mighty team - we are positive, empathetic, inquisitive, quick and eager to learn. We work hard to look after one another, as well as our callers, and we’re incredibly passionate about what we do. There can be a lot to juggle in a day, but we thrive on busy!

We receive frequent calls from individuals in need of help, or worrying about loved ones, and not knowing the best route for their needs. Whilst your GP can often direct you to more help than you might think, there are also separate routes into crisis or community support that we can advise on.

One area that can be especially difficult is detention under the Mental Health Act, often referred to as being “sectioned”. This can be a highly stressful experience, both for the person in hospital and for their loved ones. We regularly support people in understanding this process, knowing their rights, and accessing the help available.  

Sometimes people come to us not knowing exactly what they need or what to ask. That’s completely okay - part of our role is to listen, explore what’s going on, and help them figure out what matters most. From there, we can guide them toward the right support and answer more specific questions about what to do next. It’s not just about giving information; it’s about helping people feel clearer and more confident in their next steps.
 
We have a full list of topics that we can advise on available on our website, but some include access to mental health and social care, welfare benefits, treatments, carers rights, and legislation affecting mental healthcare.  

Helping our callers find the right mental health support for them is the most rewarding part of my work. Sometimes situations can be complex and take a while to unpick with a caller, sometimes there might not be an easy answer.

How is the service looking to develop and grow? 

We know how helpful the service has been in helping people better understand their rights, as well as finding the right treatment and support. We are looking at more efficient ways to answer queries so we can support even more people, and more collaborative working with people with lived experience to enrich our online resources. This includes:  

Thank you to Amber for taking the time to share more about the Advice and Information Service, and we are excited to see the service develop! To find out more, visit our advice and information pages. If you are interested in being a part of the information panel, or would like to share some feedback on our information resources, do get in touch via Feedback@rethink.org.