What THA membership means for you

What THA membership means

When you contact a helpline which is a member of The Helplines Association, you can be sure that the helpline will meet the following good practice criteria:

  • The helpline will not make a profit from callers.
  • The helpline will provide unbiased support, information or advice.
  • The person who takes your call will be trained and supported.
  • The helpline will have adequate staff to provide a service during all their advertised opening hours. By 'adequate staff' we mean at least one person available to take calls with another person (such as a supervisor) available to support them.
  • The helpline will have a clear policy on what information they can share about your call, and when.
  • The helpline will have a policy on making the service accessible.
  • The helpline will have clear information available to you if you want to complain about their service.

What The Helplines Standard means

The Helplines Association also provides another level of quality assurance: The Helplines Standard. When you contact a helpline which has The Helplines Standard, you know that we have checked the helpline against a list of around 80 criteria, which were developed and agreed by our member helplines. The criteria look at how the helpline deals with your call and how the helpline is managed. As part of the process we visit the helpline premises, interview helpline workers and the helpline manager.

How do you recognise a helpline that is a THA member?

The Helplines Association Member

THA member helplines should state 'Member of the Helplines Association' on their publicity, and should also display the 'THA Member' logo (above).

How do you recognise a helpline that has The Helplines Standard?

The Helplines Association Quality Standard logo

Helplines which have The Helplines Standard should say they are 'Accredited to THA's Quality Standard' or 'Accredited to The Helplines Standard' on their publicity, and should also display the 'THA Standard' logo (above).

You can also check THA's Online Helplines Directory - all helplines that are THA members or have The Helplines Standard are clearly marked. 

If you don't see the logo, just ask the person you speak to on the helpline if they are members of THA.

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