Setting Up a Helpline

As the membership body for the helpline sector, we can offer guidance and advice to people and organisations who are interested in setting up a helpline.

Setting up a helpline start-up support package

We have developed a start-up support package based on our knowledge and experience to help you think about what you need to consider when setting up a helpline.

Based on the principles of the Helplines Standard, (the only quality framework specifically designed to meet the needs of helplines), our specialist support will take you step-by-step through the process of shaping the new service.

Start-Up package features:

  • Identifying and establishing need
  • Purpose and service remit
  • Costs, expenditure and income streams
  • Planning your service
  • Key policies and critical risks
  • Nature and structure of your service
  • Recruitment and staffing
  • Technology and telephony
  • Planning for the future and continuity of funding
  • Monitoring and evaluation

You will receive a report, from Helplines Partnership, containing recommendations about the most important areas you need to consider.

This process will increase your awareness of all the implications when delivering a helpline service and enable you to make informed decisions about starting your helpline.

Our specialist team has experience in managing, setting up and working on helplines.

Setting up a helpline toolkit

We have also developed a toolkit, a specialist guide, for organisations who are considering setting up any type of non-face-to-face support such as a helpline, digital advice or support line, telephone befriending service, email or webchat support.

The setting up a helpline toolkit is designed to help you think about your service’s remit, the resources you’ll need, the technology you’ll use and how to make sure the people using your service and your team who are delivering it, are kept safe.

Download a copy of the toolkit.