The Extended Hours Service was fully launched on the 10th May with all the Helpline Response Worker roles in post and induction training complete. The Helpline now operates Monday to Friday between 9am and 9pm, and on Saturdays between 9am and 5pm.
Our Team are on hand to provide advice and support to individuals experiencing abuse, anyone worried about someone else and professionals receiving a disclosure of abuse.
We have also recruited a Helpline Team Leader to manage and develop the Helpline service, whilst also providing support and supervision to the Helpline Response Workers, especially given the number of new team members.
It has been a busy and productive few months. The number of calls received has risen significantly during the quarter suggesting that the launch of our extended hours service is beginning to show an impact on the number of people who are able to access the service. The number of calls received or made by the Helpline Response Team has increased from 2,770 in the three months Jan to Mar 21 to 3,492 in the three months Apr to Jun 21, a 26% increase in calls.
It is with great pride that we are able to report that due to the increased staffing funded by Barclays that the Helpline is now able to make first contact with those referred by other agencies within 48 hours. This ensures advice and support is available at the most crucial time to those at risk.
Of the Helpline callers:
· 946 referrals were made into other First Light services for individuals requiring longer-term support or those deemed at high risk of domestic homicide or serious harm.
· 813 individuals experiencing abuse received advice and support by the Helpline Response Team, and required no further support.
The number of individuals directly supported by the Team has rose by 660% from the 107 individuals directly supported in the previous quarter. This level of intervention by the Helpline Response Workers has only been possible through the Barclays funding.