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Setting up a helpline

If you are interested in setting up a helpline, we’ve created a series of resources, drawing on our knowledge and experience as the membership body for the helpline sector, to help you work through the process step by step.

Setting up a helpline - step by step 

Setting up a helpline requires detailed planning and thought, there are lots of things to consider.

Starting off with our short and simple checklist, it will help you to think about the basics including:

  • the remit of your service
  • how it will be funded
  • how it will operate

Once you have worked your way through the checklist, our toolkit is the next step.

The toolkit will help you explore, in more detail, the practicalities including:

  • helpline systems
  • helpline technology
  • how to make sure the people using your service, and your team who are delivering it, are kept safe

Expert consultancy

We offer consultancy support for organisations and individuals who are considering setting up a helpline, support service or delivering non-face-to-face advice. Our specialist team has experience in managing, setting up and working on helplines.

Ahead of any initial discussion about consultancy work we require organisations and individuals to have completed and worked through both the checklist and the toolkit.

We know from experience, that the most successful and efficient way to work together is when organisations and individuals have established a clear idea of the remit and way in which their service would operate.

Setting up a helpline resources