There are 12 Sets of criteria each grouped under a statement of standard. Each Set contains 7-12 individual criteria. The following is a summary of each Set. We have included details of the full criteria of Set 1 as a sample. 

SET 1

Finding out about the helpline. There is an effective process that makes existing and potential callers aware of the helpline and what it offers.  View the full criteria of this Set

SET 2

Getting through to the helpline. The helpline is staffed and open as advertised and provision is made for out of hours callers and busy times.

SET 3

The call - Establishing and maintaining interaction. Helpline workers respond to callers with courtesy, establish the nature and content of the call and interact with the caller so that the whole matter can be dealt with in the most effective and appropriate way.

SET 4

The call - Offering information, advice, signposting and referral. Information and advice that is offered to callers is up-to-date, accurate and appropriate to their enquiry, and signposting and referral is made to an appropriate agency.

SET 5

Complaints about the service. There is a clear procedure for callers to the helpline to be able to make complaints about the service.

SET 6

The call - confidentiality, asking the caller for information and keeping records. Calls are treated in confidence which can only be breached in defined exceptional circumstances. Records are made and kept accurately and consistently, according to the purpose of the helpline.

The call – ending. Helpline workers end calls with courtesy and in accordance with the helpline’s policies.

After the call and follow-up work. Helpline workers undertake any follow-up work effectively in accordance with the helpline’s policies and as agreed with the caller.

Evaluation and monitoring. Evaluation and monitoring is carried out to ensure good quality of service to helpline callers, and as an integral part of the service.

Staff recruitment and selection. There are appropriate processes in place to ensure the best people are recruited and selected for each post, whether paid or volunteer.

Staff training, supervision, support and development. All staff within the helpline have appropriate training, supervision, support and development to enable them to fulfil their roles.

Running the organisation. The helpline is managed effectively and appropriately.