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a specialised resource for helplines to assess, improve and
maintain the quality of their service.
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unique among Standards in recognising the crucial effect of the
medium of delivery on the service provided and structured around the
process of a telephone call.
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published as a dual purpose Workbook.
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a self assessment tool for helplines to assess and improve the
quality of their service.
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an external assessment and accreditation
process.
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supported by a THA training course Introduction
to the THA Quality Standard
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available to any organisation running a helpline, THA members and
non-members.
Development of the original THA Quality Standard was funded by the Community
Fund.
We have also developed
specialist Quality Standards for mental
health helplines (funded by the Department of Health) and for
parenting helplines (funded by the Department for Education and Skills).
Zee Asif - Action on
Elder Abuse, one of 24
helplines who piloted the Workbook
"Going through the Workbook has been wonderful for helpline
morale,
finding confirmation that we are following good practice.
At the same time
it’s been valuable in pinpointing specifics
we need to work on. It’s
very clear and thorough"
Updated April 2007 by Deirdre Rusling
