The document summarizes the development of a new helpline standard from its starting point, journey taken, helplines involved, and desired destination. It details consulting stakeholders to design a tool supporting sustainability in a multi-channel world. Feedback from pilot helplines was considered to create a standard accommodating multiple access channels, focusing on helpline-specific issues, and emphasizing strategic planning and responsible personal data use. The new standard and reduced assessment fee will be available in May.

1. The Helplines Standard Mark McLean

2. Agenda The starting point The journey The helplines that accompanied us The destination

3. The starting point A multi-channel world The Facebook generation A commercially challenging environment Need to create a tool to support sustainability

4. The route Consult with members, commissioners and helpline users Bring in expert project consultant and steering group Undertake pilot and listen to feedback from helplines and assessors involved

5. The helplines that accompanied us Ask Brook Child Law Advice Line Community Advice and Listening Line Gingerbread Single Parent Helpline Meningitis Research Foundation Message Home Myeloma Infoline Pet Bereavement Support Service Respect Phoneline Runaway Helpline Wales Drug and Alcohol Helpline (DAN 24/7) YoungMinds

6. Key messages from users Make it easy for me to find out about your helpline Respond promptly to my enquiry Be friendly and knowledgeable Treat me as an individual Use personal data about me appropriately Deliver what you promise

7. The destination Accommodates multiple channels and sites Focuses on issues of specific importance to helplines Greater emphasis on strategic planning Specific requirements re individualisation and use of personal data Documentary evidence is submitted online Assessment fee reduced by 20% Publication and website available in May

8. Congratulations!