What we do
The Helplines Association (THA) is the membership and good practice organisation for email, SMS, internet and telephone-based helplines. We promote good practice by publishing guidelines, running a membership scheme, Helplines Standard, training and consultancy. We also support helplines to network and share good practice via our online forum and regular meetings across the UK and Ireland.
We also provide information to helpline users about what to expect from helplines and what to do if something goes wrong. We help people find details of reputable helplines via our Online Helplines Directory. We also campaign on issues affecting helplines and helpline users.
Our Vision
A world where all helplines provide easily accessible services of the highest quality.
Our Mission
To be the recognised centre of excellence and expertise for the helpline sector. To support helpline services, commissioners and decision makers to best meet the needs of helpline users.
Our Values
- Integrity: straightforwardness and honesty in our interactions
- Trust: trusting each other to undertake our roles to the best of our ability and taking the responsibility to identify gaps in our knowledge
- Teamwork: working in a supportive and flexible manner
- Considerate employer: following best employment practice
- Skills focused: striving to ensure all staff and trustees have the necessary skills and support to undertake their duties and responsibilities
- Caller focused: keeping the caller at the heart of all decisions
- Customer focused: providing value for money and responding to customer need
- Socially Responsible: striving to act in an environment-friendly manner in all our activities
- Quality: completing all work to high standards
- Equality of opportunity: underpinning all aspects of our work with non-discriminatory practices.