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Annual Review 2013

The merging of mhhp, THA and ICIS: information for life, brings together 50 years of experience to form the national membership body representing the help sector Theodore Spyrou Chief Executive


Annual Review 2013 Helplines Partnership is the membership body for organisations that provide helpline services in the UK and internationally.


Foreword On behalf of the Board and senior management team we are delighted to present Helplines Partnership’s first Annual Review, following the mergers of Mental Health Helplines Partnership (mhhp), The Helplines Association (THA) and ICIS: information for life (ICIS). This brings together 50 years experience to the help sector, focusing on extending our reach and building on quality, choice, capacity, access and governance for a sustainable future. Helplines Partnership will continue to provide all of its key services to members, with many benefits being amalgamated and new services provided for an enhanced membership package, delivered by an increased team of specialist staff, working together to raise the profile of the sector. We would particularly like to acknowledge the contribution of Trustees, the senior management team and our staff members in enabling us to achieve a unified and worthy organisation for both our members and stakeholders.

Liz Felton Chair

Theodore Spyrou Chief Executive

Annual Review 2013 l Page 3 of 12


An Award Winning Team Under the leadership of our Board and new Chief Executive, the team has developed a wealth of knowledge and expertise for the organisation. Helplines Partnership has produced sustainable strategic development plans for the next three years. These reflect the needs of members and their callers. The organisation has grown from a small national charity of approximately 50 mental health mhhp members to over 400 members with an expanded remit to address the needs of all helplines in the UK and internationally.

For ensuring the future of three charities our Chair was a finalist for the Charity Staff Foundations ‘Trustee of the Year’ award, creating a merger to form the major body within the helpline sector. Through this creation and development of opportunity for all staff, our Chief Executive won the Charity Staff Foundation’s ‘Social Entrepreneur of the Year’ award, for organisational growth in a period of economic downturn.

Staff roles were reviewed for the benefit of both employees and the organisation, with specialist positions created in quality and training, service development, marketing and communications, fundraising, policy, memberships, finance, information systems and services. Our Director of Membership and Marketing was a finalist for The Economist, Microsoft Dynamics ‘Change Ambassador’ People and Culture award.

‘Excellence in Multi-Channel Support’

CHARITY STAFF AND VOLUNTEERS AWARDS WINNER 2013 SOCIAL ENTREPRENEUR OF THE YEAR

CHARITY STAFF AND VOLUNTEERS AWARDS WINNER 2013 CHAIR OF THE YEAR


National Helpline Champion Helplines Partnership has promoted the voice and value of the helpline sector and the public benefit it provides with participation in government roundtable discussions, national debate and policy developments. Support for callers and their needs is provided by the following: ƒƒ Availability 24/7 ƒƒ Contactable through telephone helplines, texting, email and websites ƒƒ A listening ear, emotional and psychological support, information, signposting ƒƒ Accessible to anyone in need, their families, carers and professionals

More than 3,000 users a month have searched the Helplines Directory, three times as many as the previous year

Delivering Public Benefit The directory provided for our organisation by Helplines Partnership is accurate and relevant, and improves the information we give to carers. We trust the quality of the information they supply and it saves us time finding and updating the information ourselves

Our new and improved website and newsletters have ensured the regular promotion of helplines and provided the sector information keeping members and the public informed at all times.

Liz Catchpole Carers Support West Sussex Annual Review 2013 l Page 5 of 12


Setting National Standards The help sectors’ diversity encompasses voluntary, statutory and private providers both nationally and regionally. We have supported our members to develop the quality of their services for the benefit of callers, staff, volunteers, funders and other stakeholders, through our Helplines Standard accreditation. Helplines Partnership will combine the two former quality standards to create a new unified Helplines Standard to meet the needs of our members.

12 helplines achieved the Helplines Standard accreditation

524 participants developed their skill sets through 54 training courses

Tailored Training Helplines Partnership provided high quality support which fully matched our requirements. Their knowledgeable staff took time to undestand our needs, thoroughly review the information available to them and deliver a helpful report containing practical recommendations to underpin our service development

Representing the help sector as the membership body, has enabled us to offer a wider range of training material tailored to specific needs to support the sector to deliver effective, high quality services.

Kate Bunting Cats Protection

‘Excellence in Multi-Channel Support’


Networking We have hosted four of our newly formed themed, interactive conferences, attended by 128 helpline representatives throughout the year. This year’s annual conference has also seen the greatest level of participation to date.

Members are seeing an increase in call complexity and some members have reported call increases of up to 40%

Sharing Expertise and Best Practice A diversified range of guest speakers have delivered information and expertise around best practice, new service development and resources to our members and the help sector.

The voluntary sector plays a vital role in supporting people with a wide range of physical and mental health concerns and worries, supplementing and supporting the work done by the NHS. At Anxiety UK we really value the support of Helplines Partnership in assisting us with the provision of this essential service to people with anxiety disorders Nicky Lidbetter Anxiety UK Annual Review 2013 l Page 7 of 12


Cost Effective Telephony Solutions Management of the Special Freephone Tariff scheme is ongoing. The scheme provides mobile callers with free access to freephone numbers.

1.2 million minutes of calls were handled through the Virtual Call Centre

11.4 million minutes of calls were handled through 203 Special Freephone Tariff numbers

A Telecoms Virtual Call Centre

Brighter Futures has used the Helplines Partnership Virtual Call Centre (VCC) for many years to deliver services. The cost effective, reliable and high quality VCC system enables us to flexibly provide multi-channel support by phone, text and web to benefit our customers and staff

We continue to provide a Virtual Call Centre (VCC) system which is available to enable members to route calls efficiently, gather real time activity information and produce management information reports. The system allows members to share calls, giving callers wider choice in the helplines they access, with additional features such as SMS text and web chat offering greater choice over how services are accessed.

Sharon Sharman Brighter Futures

‘Excellence in Multi-Channel Support’


Statement of Financial Activites for year ending 31 March 2013 Unrestricted Funds

Restricted Funds

Total 2013

Total 2012

Incoming Resources from Generated Funds Voluntary Income

-

-

-

16,044

26,859

-

26,859

43,761

Incoming resources from charitable activities

183,919

-

183,919

76,772

Other incoming resources

221,227

1,230

222,457

-

Total incoming resources

432,005

1,230

433,235

136,577

7,555

-

7,555

13,285

Charitable Activities

559,195

141

559,336

487,000

Governance Costs

86,978

-

86,978

26,384

Other resources expended

74,191

-

74,191

-

727,919

141

728,060

526,669

Net (expenditure) / income for the year

(295,914)

1,089

(294,825)

(390,092)

Fund balances at 1 April 2012

1,837,075

8,783

1,845,858

2,235,950

Fund balances at 31 March 2013

1,541,161

9,872

1,551,033

1,845,858

Investment Income

Resources Expended Costs of Generating Funds Fundraising trading - cost of goods sold

Total resources expended

Annual Review 2013 l Page 9 of 12


Breakdown of Incoming Resources

Investment Income

Membership Virtual Call Centre and Special Freephone Tariff Training, Quality Standards, Translation and Supported Services Merger Transfer of Restricted Funds

Merger Transfer of Unrestricted Funds

Breakdown of Resources Expended Fundraising trading: cost of goods sold Membership and Strategic Partnership Virtual Call Centre and Special Freephone Tariff Training, Quality Standards, Translation and Supported Services Merger costs Governance costs Conferences Staff Costs Accountancy Deprecation and Bad debts Premises Management, Administration and ICT

‘Excellence in Multi-Channel Support’


Balance Sheet as 31 March 2013

2013

2012

216,858

1,931

216,858

1,931

117,192

48,814

1,345,690

1,897,779

1,462,882

1,946,593

128,707

102,666

Net current assets

1,334,175

1,843,927

Total assets less current liabilities

1,551,033

1,845,858

9,872

8,783

1,028,811

1,647,000

512,350

190,075

1,551,033

1,845,858

Fixed assets Tangible assets

Current assets Debtors Cash at bank and in hand

Creditors: amounts falling due within one year

Represented by Restricted funds General funds Designated funds

These figures have been extracted from the audited accounts of Helplines Partnership for the year ended 31 March 2013. Full copies can be downloaded from the Charity Commission website. Annual Review 2013 l Page 11 of 12


Increasing Sector Recognition and Sustainability Enhancing Quality, Choice and Access Excellence in Multi-Channel Support

Business Design Centre 52 Upper Street London N1 0QH UK T 0300 330 7777 E info@helplines.org www.helplines.org Registered Company Number. 6484279 Registered Charity Number. 1125840 © 2013 Helplines Partnership

‘Excellence in Multi-Channel Support’

Helplines Partnership Annual Review 2013  

On behalf of the Board and senior management team we are delighted to present Helplines Partnership’s first Annual Review, following the mer...

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