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Tagged with 'Helpline'

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AI and Machine Learning for Helplines

Advice Direct Scotland provides free and independent advice to the citizens of Scotland. The online identity of Advice Direct Scotland is advice.scot. Conor Forbes, Creative Lead, explains how as an organisation they use artificial intelligence (AI) to support the work of their helpline service’s contact channels. Our organisation has an… Read More

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Strength in Numbers – Reflecting on Helplines Partnership Annual Conference 2019

It was fantastic to see so many members at our Conference on 6 November in Birmingham. The day was an opportunity to celebrate with all the organisations and individuals who won awards, learn from our seminar hosts and guest speakers and recognise and reflect on the incredibly valuable services that… Read More

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Helpline Awards - Helpline Employee of the Year 2019

We spoke to Pat McBride, winner of the 2019 Helpline Employee of the Year Award about what winning means and the work of The Pituitary Foundation. First-hand experience I’ve been most privileged to work for The Pituitary Foundation for the past 20 years. As a pituitary patient from 1986, there… Read More

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How to use your helpline’s expertise to diversify your charity’s income – learning from Blue Cross

At Helplines Partnership, our members support people across a whole range of subject areas and topics. While the helpline’s service and remit might be different, there is a lot members can learn from one another. At our Annual Conference, our Member Showcase speaker is a fantastic way to get an… Read More

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Making the numbers add up: a strategic approach to fundraising - Five things to think about

Heather McLoughlin, Charity Advisor, from Charities Aid Foundation (CAF) hosted a seminar at the 2019 Helplines Partnership Conference that explored fundraising in the UK, finding funding and the importance of evidencing your impact. CAF is charity that aims to motivate society to give more effectively. The Charity Advisory team work… Read More

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Measuring Helpline Outcomes and Demonstrating Impact

There is a growing pressure for charities to effectively measure and evaluate their outcomes – not only to engage funders, but also to improve their operations and motivate staff. The most popular seminar session at this year’s Annual Conference was our own seminar, hosted by Mega Arumugam, which explored how… Read More

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Five Tips for Volunteer Recruitment, Retention and Succession Planning

In the second of a series of blog posts we look at the topics from this year’s six Conference seminar sessions. We were joined by Sarah Merrington, Board Director at the Association of Volunteer Managers (AVM), who delivered a seminar that focussed on working with volunteers, ‘volunteer vacancies: risky recruitment… Read More

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Breaking the silence surrounding coercive control

At this year’s Annual Conference, where the theme was Strength in Numbers, our keynote speaker was Ryan Hart, a White Ribbon Ambassador and Refuge Champion. On 19 July 2016, Claire and Charlotte Hart were murdered in broad daylight by the family’s father using a sawn-off shotgun. He then killed himself…. Read More

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Handling difficult and challenging calls outside of the helpline environment

Helplines often act as an invisible safety net, catching people when they have nowhere else to turn as statutory services are cut. However, it’s not just helpline services that are receiving calls from people who feel that they are at crisis point. The people taking these calls must have the… Read More

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Vicarious Trauma - how to know, notice and manage the effects of helpline work

Regularly hearing about or responding to traumatic events can take its toll on those people who work in helping professions and supportive jobs. Our members tell us that they are seeing an increase in the complexity and volume of calls and contacts they receive and that mental health and suicidal… Read More