What is the Helplines Standard?

What is the Helplines Standard?

The Helplines Standard is a nationally recognised quality standard which defines and certifies best practice in helpline work.

Helplines Partnership developed the Standard over 20 years ago, recognising the diverse challenges and issues faced by helplines and the varied ways in which today's service users wish to make contact. 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.

The value of achieving certification

Certification can highlight any gaps or weaknesses in your helpline, providing the opportunity to improve operations and, therefore, your outcomes.

• Certification provides independent assurance and endorses the quality of your service.
• It creates confidence in your service for employees, volunteers, stakeholders and service users.
• Receiving certification can assist with funding, tendering and, in many cases, can be a condition of being awarded a contract.
• Many organisations who have been through the process report it was a positive team building exercise and provided helpline workers reassurance that they were working within a strong and respected quality framework.