Our helpline standards
Calls to the helpline will be responded to promptly. We work to full capacity to answer as many calls as possible within service hours. (Every day, 5pm – midnight). All webchats 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.
Helpline 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 and carries the The Helplines Quality Standard, which is the nationally recognised quality framework defining and accrediting best practice in helpline delivery.
We offer confidential, anonymous and free support, as well as information and signposting to anyone who needs it. Calls and webchats are taken by trained and skilled helpline staff who listen empathetically, inform appropriately, and signpost accurately - all with the aim to improve the mental wellbeing of the caller or chatter. Our service is user led, confidential and anonymous. We provide a national helpline and webchat service, operating on limited hours (5pm-midnight, every day).
Comments and suggestions are welcomed. Please contact us.
CALM will respond to complaints following the Complaints Procedure.