Testimonials
We have supported many organisations through the Helplines Standard process for over 20 years, continually raising standards in the helpline sector.
"While the process is intensive and requires a significant level of detail and documentation, it also brings a real sense of achievement and gives us confidence in the validity and rigour of our work. Ultimately, it provides a meaningful benchmark for quality and helps ensure that the standards we uphold are robust, thorough and valuable.”
“The whole process was really smooth and straightforward and our assessor ensured that us as managers and the staff that were spoken to/shadowed were all put at ease during the actual assessment.”
“It is valuable to have an independent assessment of systems and processes and recommendations on areas that may be improved. Also, a good housekeeping exercise to review and update policy documents.”
“Having the Helplines Standard not just helps attract funders it also helps improve helpline services internally and externally. It benefits both helpline workers and service users.”
“It was an incredibly helpful process to go through to help us evaluate our current processes and procedures and enabled us to consider areas in which we could develop further. It was also really positive and reassuring to have our hard work acknowledged and praised by someone external from the organization.”
“The Helplines Standard provides a good opportunity to ensure helpline services have the relevant policies and procedure in place, are effectively and accessibly meeting the needs of their beneficiaries and is a good sweep of the overall set-up for your services and channels. These are key elements of a service delivery which in my view are worth investing in.”
“Helpline accreditation demonstrates our Helplines meet industry standard expectations. It is a thorough and useful process to evaluate our position and receive helpful advice and support to continuously improve our helpline services.”
“The certification has been valuable in demonstrating that our helpline operates to a recognised quality standard. It provides external assurance around the quality, consistency and governance of our service and strengthens our evidence when engaging with commissioners, funders and other stakeholders. It also provides additional confidence that our policies, procedures and service delivery have been independently assessed against recognised good practice.”