Veterans’ Gateway launched to improve access to welfare services and help veterans receive support

Veterans’ Gateway  is improving access to welfare services and helping veterans receive the support they deserve, faster.

The British Armed Forces community is estimated to be around 6 million and growing by 20,000 annually. However, nearly two thirds (64 per cent) of veterans report feeling ‘confused’ when seeking support.

The Veterans Gateway service offers Veterans and their dependents wide ranging help and support in areas including physical health, financial management, assistance with independent living, housing, mental wellbeing, and employment.

Bringing together over 30 referral partners including Veterans UK, Mind and the Career Transition Partnership (with more to be added), Veterans’ Gateway is available to anyone who has served in the Armed Forces.

The 24 hours a day, seven days a week chat, phone, and text message services are being delivered by Connect Assist in Nantgarw whose team comprises of veterans and other specialist advisors.

After a needs assessment, veterans are quickly connected with face-to-face support through the Veterans’ Gateway network of partners and organisations both in the UK and overseas.

Case Study

Case Study: Grocery Aid

1.1.          Grocery Aid

1.1.1.      About our customer

Grocery Aid, the trading name of the National Grocers' Benevolent Fund, is the charity for the grocery industry. Grocery Aid helps people all over the UK who have worked, or are working, in the grocery industry and have now found that they need some extra support to get by. The help that Grocery Aid provides can make a very real difference and it provides not only monetary support, but also appliances and everyday items that many take for granted.

1.1.2.      The service we provide

The helpline was a new service for Grocery Aid. We set about improving the reach of their valuable service and sought to reach out to the people needing the help and support that they provide. In early 2010, Connect Assist successfully helped Grocery Aid launch their first helpline via our 24/7 Contact Centre. Today we offer multi-channel solutions via phone, e-mail, knowledgebase, ask a question and live chat.   The multi-channel helpline provides information and support to people and business owners working in the trade – from large supermarkets to corner shops. This includes an innovative ‘incident support’ service following attacks, arson and other incidents that are prevalent within the industry.


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