Measuring outcomes in the helpline sector

About the event

Measuring outcomes presents real challenges for the helpline sector. Funders and commissioners often demand evidence to demonstrate the impact your helpline will have on potential service users. Whether you are a new service or an established service this masterclass will provide an opportunity to explore how to evaluate and measure outcomes in different ways within the context of a helpline service. Using case studies, theoretical frameworks and examining current practices you will gain greater understanding and insight of the potential scope and impact effective outcome monitoring has.

Download Course Outline

Outcomes & Objectives

  • explore why funders like outcomes
  • identify the differences, scope and measurement of outcomes, outputs, aims and indicators
  • examine how your service measures outcomes against proven research methods
  • how to evaluate whether your service is delivering its objectives
  • explore the available tools and methods to collate data
  • discuss the challenges facing helplines when measuring outcomes

Who should attend?
This course is ideal for service managers, senior management teams and fundraising professionals.

London EC2A 3EA

Cancellation Policy: By booking you are agreeing to our Cancellation Policy

Onsite Delivery: This course is also available for onsite delivery and can be tailored to your specific helpline. To find out more contact us on 0300 330 7777 or

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Rachael Wyartt

Rachael Wyartt

Rachael has over 12 years’ experience in the voluntary and statutory sector. She started her career in Australia working in children’s homes in Melbourne in her gap year. On returning to the UK Rachael worked for Action for Children working in the Leaving Care team in Lowestoft. Rachael then worked for GFS Platform as their Sexual Health Coordinator. This involved setting up a volunteer programme, delivering SRE in both formal and informal settings and opening school based health clinics. Whilst working at both AFC and GFS platform Rachael was involved in the set-up and running of a local charity in Suffolk for young people. Rachael then moved to London to manage Brook’s national helpline Ask Brook, which she did for five years.

Rachael has a BSc Hons in Health Sciences and Sociology and an Advanced Diploma in Nutrition and Weight Management. In her current role with Helplines Partnership, Rachael is using her considerable experience within the helpline and voluntary sector to support helpline services in development, training and achieving the Helplines Standard accreditation.