Pillars - Help Line 0508 PILLARS (0508 745527)

Help Line 0508 PILLARS (0508 745527)

TELEPHONE HELPLINE

Opening hours:

Monday to Friday 10.00 am - 4.30 pm

We are not open on Saturdays, Sundays or statutory holidays.

Who are we?

The PILLARS Telephone Helpline is a free and confidential service for anyone who is affected by the imprisonment of a close family member or friend.

Calls are received from people who are visiting Canterbury or Northern prisons as well as professionals such as case workers, teachers, employers etc.

When someone you care about is sent to prison you may feel alone and confused and would like someone to talk to. You might need support about the situation you now find yourself in or about the prison system, or visiting and keeping in touch.

What does PILLARS Helpline offer?

Non-judgemental support and a listening ear
Up to date information
The opportunity to speak to someone appropriately knowledgeable and understanding about the effects of imprisonment of an individual on families and friends
Informal counselling
Written resources as available and appropriate
Referrals to other agencies or more intensive PILLARS support
Respectful listening
Call back service to anyone who has financial difficulties and who cannot afford the call.

Purpose of the PILLARS Telephone Helpline

What the PILLARS Telephone Helpline does not offer:

A service for visiting callers - it does not offer a "drop in" service
A support service for legal issues
Lobby the prison on behalf of the caller
Professional telephone counselling
It does not send information to anyone other than the caller

Confidentiality Policy

The philosophy of confidentiality of the PILLARS Telephone Helpline service is paramount. Each member of the helpline staff is responsible for ensuring the confidentiality of callers and helpline workers.

Anything discussed on the PILLARS Telephone Helpline will be confidential between the caller and the helpline service, not between caller and helpline worker.

Exceptional circumstances

There may be some exceptional circumstances under which confidentiality will be broken. These include:

A caller is percieved as a serious and immediate risk to themselves by helpline staff. This may include being actively suicidal or self-harming.
A caller is perceived as presenting a serious and immediate risk to others.
A call which seems to indicate abuse of any kind to children.
Where required by law.

Where staff believe that confidentiality needs to be broken, a decision will be taken by the helpline manager and/or another senior member of staff.

Equal opportunities

The PILLARS Telephone Helpline provides a service sensitive to the needs of callers and will respect their backgrounds in relation to age, gender, race / culture, physical and mental disabilities, religion and sexual orientation.

The PILLARS Telephone Helpline acknowledges and accepts differences in society and ensures its commitment to equal opportunities to those using the service.

Complaints procedure

Informal complaints

Any complaint in the first instance may be dealt with by a helpline worker over the telephone. If a service user does not feel that this has brought them to a satisfactory conclusion then they may wish to make a formal complaint.

Making a formal complaint

A formal complaint can be made about the PILLARS Helpline Service either by telephone or in writing.

By telephone

A formal complaint can be made over the telephone to the Helpline Programmes Manager. If the Helpline Programmes Manager is not available, a message can be left and the call will be returned as soon as possible.

In writing

To make a formal complaint people can write to the Helpline team leader giving full details. The matter will then be investigated and a reply will be sent within seven working days of receipt. In this letter the service user lodging the complaint will be informed of any action that has been taken in response to the complaint, or clear reasons why the PILLARS Helpline Service is not able to take any further action.

Having received a reply from the Helpline Programmes Manager, if the service user still feels that they have not received a satisfactory reply they are invited to contact the chief executive if the issue remains un- resolved.

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