The 24/7 Charity – How To Provide Around The Clock Helpline Services Whilst Containing Costs

The focus of my last blog was on the subject of the ever increasing number of calls to helplines and the struggle that charities are facing in an attempt to meet this demand. Mental health charity Mind for example has received over 40,000 enquiries over the last year however 40% of calls to their helpline go unanswered. Finding a way to meet the expectations and demands of the public whilst reducing costs can be a challenge for many organisations but there is a simple solution. Offering out of hours services can ensure that your service users are able to access support any time, any day of the week and can avoid bottlenecks caused by access being limited to office hours.

Bipolar UK, a charity that supports and develops self-help opportunities for individuals affected by bipolar disorder, was struggling to deal with the rising volume of calls it was receiving. It eventually decided to outsource its helpline services to Connect Assist’s specialist contact centre which allowed the charity to continue to deal with general enquiries in-house but left the emotional support work to be done by Connect Assist. Moving from a weekday, office-only helpline run by staff and volunteers, to an outsourced service, with hours extended to 8am-8pm seven days of the week, it was able to meet the high demand of calls with a lesser cost per call.

“Initially we did have concerns regarding the loss of personal interaction, expertise and the integrity of the organisation. But our experience has been wholly positive, we have developed a close working relationship with Connect Assist and our members receive excellent assistance and support for one-off immediate needs…” Bipolar UK

Providing an out of hours helpline allows your organisation to meet the needs of your service users by offering more choice of when services can be accessed – catering to busy lives and expectations and reducing costs. Many are unable or would simply rather not contact a charity during working hours – offering an out of hours service can cater to the needs of these individuals. Conversations we’ve had with several different charities, as well as the sector media suggest that many charities that have out-of-hours services are having to reduce hours and many of those that would like to do more are feeling constrained by budget. Outsourcing can be a real solution that can benefit service users and the charity significantly.

If you would like to learn more about how your organisation can offer its services 24 hours a day, 7 days a week, Connect Assist is holding a joint event with Raising IT on July 11th at NCVO London.

For more information or to book your place, go to https://www.ncvo-vol.org.uk/training-events/funding-finance/meeting-expectations-todays-donors-service-users

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Case Study

Bipolar UK

Awareness of bipolar disorder has increased significantly in recent years and the charity was struggling to manage rising volumes of sometimes very detailed calls from members and the general public.

Services used: Multi-channel Helplines Consultancy

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