Our National Advocacy Helpline is a vital service available to any child or young person who needs us. Children and young people, or others on their behalf, can call to access advice, information and direct advocacy support with problems they are facing. The helpline is staffed 9.30am to 6pm Monday to Friday, and can be contacted in a variety of ways. Visit our Talk to Us page to find out more.
As well as providing direct telephone advocacy support, the helpline can also take referrals for one-to-one community advocacy support. The helpline service is available to help children and young people navigate the system, challenge decisions, and ensure that their rights, wellbeing, wishes and feelings are prioritised.
Our Helpline standards
- We will work in line with the National Advocacy Standards
- All calls to our helpline service will be answered by a member of the Coram Voice team - callers will never have to leave messages on an answer machine or hear the engaged tone during the helpline opening hours
- An advocate will respond to all referrals from either children and young people or adults, within 1 working day / 24 hours (excluding weekends). We will always try to prioritise urgent issues
- Advocates will keep in regular contact with the children and young people we are supporting on the helpline
- Our confidentiality and safeguarding policies will be explained to all children and young people and discussed with all adults who are in contact with the helpline service in regards to any child or young person
- Coram Voice will always provide advice and support to children and young people. If a child or young person would like to meet with an advocate in the community, the helpline service will aim to appoint an advocate within 2 working days if Coram Voice is their local advocacy provider. Where Coram Voice is not the local advocacy provider we can signpost or refer children and young people to their advocacy service
- The service has an easy to use and accessible complaints procedure. We will explain this to all children, young people and adults accessing the service. If a young person wishes to make a complaint about their experience of the helpline they will be encouraged to do so. This will not affect their rights to continue to access advocacy support. The complaint will be taken seriously and investigated
- Advocates will always promote empowerment wherever possible from the beginning of the advocacy relationship with children and young people. Advocates will do this through telling young people about their rights and supporting young people to take opportunities to develop skills to self-advocate