We are excited to announce the launch of version six of the Helplines Standard, the nationally recognised quality standard that defines and certifies best practice in helpline work.
We update the Standard every three years to reflect current legislation, thinking, trends, and practice in the sector. It is designed to support organisations in delivering a safe, effective and high-quality helpline service.
What’s new in version six?
The updated framework builds on the strengths of previous versions, including an extra section focusing on the distinction between the organisation and the helpline. This helps us gain a real insight into the helpline’s day-to-day operations and where it sits in the wider organisation.
The other significant change is to the wellbeing and support section of the Standard. Previous versions focused on the wellbeing and support of frontline helpline workers, whereas the updated version includes criteria around the wellbeing and support of managers and supervisors.
What’s involved in updating the Helplines Standard?
Updating the Helplines Standard is a nine-month project, led by the Helplines Standard team but with input from the Helplines Partnership training and consultancy team and the wider staff team.
As part of the process, we invited organisations who had recently achieved certification to be part of a working group to develop the latest version. We are extremely grateful to those who gave up their time to take part, offering invaluable first hand insights and feedback.
The value of the Helplines Standard
Being awarded the Helplines Standard is an excellent way of ensuring you are effectively meeting the needs of service users, workers, funders and everyone coming into contact with your helpline.
Certification can highlight any gaps or weaknesses in your helpline, providing the opportunity to improve operations and, therefore, your outcomes.
Interested in finding out more?
If you would like to find out more about the Helplines Standard, visit our website, or email the Helplines Standard team services@helplines.org to arrange a free one-to-one no obligation chat.
We are here to help and support you throughout the Helplines Standard process.
At Helplines Partnership, we offer the Helplines Standard certification - the nationally recognised quality standard which defines and certifies best practice in helpline work. Find out how it can benefit your organisation in this blog.