Many out-of-hours services play a vital role in guaranteeing that people have access to readily available help. These services can offer advice during a crisis, provide safety planning, or deliver problem-solving solutions. For example, one of the most used across the country is the NHS 111 service.
Our Paragon team in Dorset offer a 24 hour-a-day phone service to our clients. It’s monitored by experienced domestic abuse advocates who are friendly, understanding and ready to help.
We spoke with one of our team members in Dorset about the importance of this service and how it’s helping people get help.
Planning
The cornerstone of any successful out-of-hours service is effective call handling. This includes prioritizing calls based on urgency. For example, a call involving immediate safety concerns should take precedence over a general inquiry. And, of course, urgent calls should be directed towards emergency services immediately.
An effective out-of-hours service is more than just a phone line, it’s a lifeline.
Safety planning is a critical aspect of our out-of-hours services, especially for clients facing crises. A solid safety plan can mean the difference between escalation and resolution. Working together with the client on safety planning works towards personalising safety to individual needs. This includes identifying safe spaces, trusted contacts and emergency services and providing clear information about local support networks. We can signpost to shelters, crisis centres, or hotlines they can reach out to.
Our staff are equipped with tools and knowledge to provide relevant guidance on the spot. Starting by addressing common challenges. Such as financial crises, housing issues, or emotional distress. And we always provide advice that helps clients feel empowered to make decisions.
Helplines can be lifelines
An effective out-of-hours service is more than just a phone line, it’s a lifeline. By focusing on safety, providing actionable solutions, and maintaining high-quality support, we ensure that clients receive the help they need.
Creating such a service takes effort, collaboration, and ongoing refinement, but the impact on the lives of those you serve is immeasurable.
