What to expect when you get in touch
Helpline workers will treat all callers with courtesy and respect and they will use their skills to offer the most appropriate information and advice, as needed. Whether you contact us by phone or email we want to do our best to offer you the help, support and information you are looking for:
- We aim to answer your call as soon as possible; however, we are a very busy helpline and sometimes your call will be held in a queue. While waiting in a queue you have the option to leave us a voicemail message. Your call will be held in a queue for up to 7 minutes before it is diverted to our voicemail service;
- We aim to return your call within two working days (please note that we are closed on weekends and Bank Holidays);
- If you choose to leave a voicemail message please make sure that it is safe to call you back on the number you give us (we will not tell someone else answering your phone that we are calling from the Men’s Advice Line, in order to protect your safety and confidentiality);
- We aim to reply to your email within two working days;
- We aim to deal with calls within 30 minutes because we are a very busy service and we need to give as many people the opportunity to get through to us. However, if your situation is complex Helpline Workers will not terminate the call prematurely. Also, you are welcome to call us again if you wish.
- We do not accept third party call requests. Please don’t leave a message or email us asking us to call someone on your behalf, because it may not be safe to do so. If in doubt, please call us yourself to discuss your concerns about a friend, relative etc.
Our commitment to quality
Investing in our staff
We aim to offer a helpline service of high quality and for that purpose we invest in the training and development of our staff. Helpline workers are offered monthly line management, clinical supervision, and monthly helpline team meetings. They also have the opportunity to de-brief after difficult or unusual calls and their views are taken into consideration in shaping policies and procedures.
Investment in quality – accreditation
The Men’s Advice Line is a full member of the Helplines Partnership (https://helplines.org/) , the lead organisation for non-profit helplines in the UK and Ireland. The Men’s Advice Line has been accredited twice by the Helplines Partnership (expired on 31 December 2017) and is in the process of going through assessment for re-accreditation.
What our callers said about us
We are keen to hear about what our callers think about the service we provide to them and we are committed to listening to their views.
Client satisfaction survey 2009-2010
This client satisfaction survey had two samples: one with clients who called the Men’s Advice Line and another with clients who emailed us. Some of the findings of the survey were:
- Almost all the callers and email clients to the Men’s Advice Line were extremely or very satisfied with the listening, understanding and helpfulness of the response they received from the worker.
- Most of the callers and all of the email clients definitely or probably would recommend the helpline to another person in a similar situation, indicating a high level of overall satisfaction with the result of the call or email service.
- Three quarters of the total number of callers and email clients to the Men’s Advice Line had either already taken some action as a result of the call by the time of the survey (64.4% of total) or intended to (11.1% of total).
The full report can be downloaded here.