Frequency asked questions
There are many reasons for choosing to undertake the Standard. Some helplines apply to gain advantage over competitors, to support with tendering or funding applications, or it may be that it is a requirement of the commissioner(s).
Some helplines are looking for reassurance that they are working in line with best practice, and want a quality framework to work within.
Undertaking the Standard is appropriate for all non-face-to-face support, for example phone, email, text, live chat, online forums.
Over the last 23 years we have assessed a wide range of diverse helplines – big or small. We appreciate every helpline is unique with a different remit, and we will work with you to understand your helpline service and its operations.
You can get in touch with one of our team at services@helplines.org. We offer free 1-1 calls with an assessor where we can answer any questions you might have.
No, but HLP members benefit from a 40% discount on fees.
Check out our Fees page for a full breakdown.
Yes, we can offer you a payment instalment plan over 6 months. Get in touch with us at services@helplines.org if you have any questions.
Our assessors prefer to do an on-site visit for the assessment day, however if your helpline is remote, we can do this virtually.
If you have multiple locations, we can visit the site where the helpline is predominantly based.
No, we will look at each application individually and if we need to understand your service better, we can arrange a free 1-1 call with an assessor.
Generally, as long as your helpline offers non-face-to-face support, we would be able to take you through the Helpline Standard process.
Yes, we will look at each application individually, and as above, providing your helpline offers non-face-to-face support, we would be able to take you through the Helplines Standard process.
You can complete the no obligation application form here Apply for Helplines Standard certification
If you wish to go ahead, we will discuss your requirements and provide you with a no obligation quotation fee followed by the agreement and invoice.
Once an agreement has been signed, we recommend 6 months to gather your evidence and complete your submission. It is unlikely you would be able to complete it in a shorter timeframe due to the work involved. However, we can work to your preferred timescales.
We would aim to do an on-site assessment visit once we have reviewed your submission and evidence. Depending on if any further supporting evidence is required, we aim to get the final report to you within 4-6 weeks after assessment day.
We require evidence to support the narrative in the submission. This can range from policies to screenshots of your website, to minutes or recordings of meetings, forms used in practice, communications within the organisation, and external reports.
As you work through the submission it will become clear what pieces of evidence are required and if there are any gaps. The 6 months allows for this to be addressed.
The Helplines Standard team are on hand to answer queries as you go through the process.
One of the team will be in touch to introduce themselves as your assessor and arrange a mutually convenient day for assessment.
Assessment days usually run for a full day.
The first part of the day consists of reviewing your written submission together, gaining further clarification in areas where needed and discussing procedures in more detail.
The second part of the day is where we observe the operations of your helpline by listening in to calls and review all other channels of support you are using. We also have an informal chat with two or three members of your helpline team.
At the mid-point (18 months) we will contact you to request an update on the recommendations we made in the report, including any major service changes. We will send you a short template form to complete.
Please note there is no additional fee for this, your initial fee includes the 18-month review.
Once you have been awarded certification, it is valid for three years
Many organisations who have been through the process report that it was a positive team building exercise and provided helpline workers reassurance that they were working within a strong and respected quality framework.
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.