| Cell |
Criteria |
Date
first met
|
| 1 |
Promoting
the service: The helpline has planned how to promote the
service based on its assessment of need in the catchment
area/population and the helpline's purpose. |
- |
| 2 |
Focussing
on need: The helpline assesses where and how callers in need
of its service can be reached and ensures that information about
its service can be found there. |
- |
| 3
|
Understanding
promoting the service: Staff know about promoting the
service and the procedures to achieve it. |
- |
| 4
|
Information
in promotional material: All promotional material
includes as a minimum the telephone number, the tariff, and
makes clear any key points on confidentiality, impartiality and
access. |
- |
| 5
|
Information
on confidentiality: If the helpline uses listening-in or
call recording equipment, potential callers are alerted to this
in compliance with the relevant legislation. |
- |
| 6 |
Making
the service accessible: The helpline has planned to ensure
that everybody who needs to use the service has equal access to
it, and takes reasonable steps to ensure that the service it
provides is available to everyone who might need it. |
- |
| 7
|
Understanding
accessibility: Staff understand about making the service
accessible, and that people who need the helpline may find
access to it difficult for a variety of reasons. |
- |
| 8
|
Dealing
with the media: There is a policy for working with the media
and responding to media enquiries including identified person(s)
to speak to them. |
- |
| 9
|
Reviewing
the publicity and access: The helpline gathers information
on the effectiveness of publicity and the accessibility of the
helpline and uses it in planning improvements in its service. |
- |
