Calls to the helpline will be responded to promptly and we aim to answer 80% of calls received within service hours (Every day, 5pm – midnight). All web chats will be answered but if the service is at capacity users may be asked to wait, accept a slower response time or visit at another time.
Callers/webchat users will be treated fairly, sensitively and confidentially, working within the policy and procedures of the helpline service.
CALM is a member of Helplines Partnership (formally MHHP Mental Health Helplines Partnership and THA The Helplines Association) as well as being a founder member of the Youth Helplines Network. CALM’s helpline has previously been accredited by MHHP and is now by The Helplines Standard. CALM is also a member of TASC, The Alliance of Suicide Prevention Charities.
We offer confidential, anonymous and free support, information and signposting to men anywhere in the UK through our helpline channels. Calls and webchats are taken by trained and skilled helpline workers who will listen empathetically, inform appropriately and signpost accurately with the aim to improve the mental well-being of the caller. This service is caller led, confidential and anonymous. We provide a national and London specific phone helpline service and a national web chat service, operating on limited hours (5pm-midnight, every day). We currently take in average 5,000 calls to the helpline per month during service hours (as of May 2015).
Comments and suggestions are welcomed and should be sent by email to firstname.lastname@example.org.
Helpline Workers will respond to complaints following the Complaints Procedure.