More than just an Helpline, Talking Matters is a service that offers so much more than a Helpline. We simply never close. We de-escalate crisis, we offer emotional and psychological support. We scope out service areas so we can support people in their own postcode. We will reassure with coping strategies, and help people realise their potential and work through their anxieties. We offer a service that gives people multiple channels to make contact and get support advice or guidance. MHM offer a webchat, Text and email service that allows people to contact us when they want to and some don't want to call us they are not ready, so we offer other avenues to ensure people feel safe in the support they receive at a safe time they feel they can ask for it.
What We Did
More than just an Helpline, Talking Matters is a service that offers so much more than a Helpline. We simply never close. We de-escalate crisis, we offer emotional and psychological support. We scope out service areas so we can support people in their own postcode. We will reassure with coping strategies. We will help people realise their potential and work through their anxieties.
We offer a service that gives people multiple channels to make contact to us to get support advice or guidance. MHM offer a webchat, Text and email service that allows people to contact us when they want to and some don’t want to call us they are not ready, so we offer other avenues to ensure people feel safe in the support they receive at a safe time they feel they can ask for it.
But this is not just contact coming into the organisation. It is MHM offering a wellbeing service whereby we call people at home to ensure they are ok.
We can also offer a prompting service reminding people about appointments or support to get up to go to work.
One example of this is we have worked with a lady that we support to maintain her mental health. By calling from the helpline we have supported the lady to stay out of Hospital.
One chap was struggling to go to work, he contacted us and we de-escalated his crisis and supported him to go in to work. We stayed on the line until he had gone through the doors at work. He called us later in the day to thank us for supporting him.
4% of our callers are in extreme crisis we have worked with those individuals to de-escalate a crisis and get the right support to the clients doors at the right time.
Wider Active Support
We work with Crisis Teams to triage crisis support- Handing over the real crisis to the CMHT while we support to de-escalate the day to day crisis
We support with discharge from Hospitalisation – Through direct contact from discharge teams.
We work with CMHTs- to support with wellbeing calls
we work directly with Police, fire and ambulance services to keep people safe.
We work with Housing associations to support with hard to engage clients offering bespoke advice and guidance to support people in their recovery.
We offer support directly to friends and family in understanding MH and how to support their loved ones.
We signpost on to direct support providers in the clients community to enhance the circle of support
MHM- complete caller care on all calls to ensure we can see how people feel before the call and afterwards. We attend forums in each area to talk to people about how we can improve services.
We have an info@ on our website so people can tell us how we are doing.
We complete surveys 6mthly and annually to ensure our service is and remains fit for purpose.
We offer a text service off the back of feedback.
We have recruited users of services on to the helpline and seek support to enhance our service offers.
We talk to our own clients and feed back in the information to help with service improvements.
Looking Back/Challenges Faced
MHM have over 30 years experience of delivering a Helpline, We offered emotional and Psychological support to people in Crisis.
We now offer multiple channels of support to ensure no one is left behind.
We could have done this sooner to reach more people but funding is always an issue in social care. We now believe we are the Talking Matters service that can and will make a difference.
We have multiple contracts feeding into the sustainability allowing for any one contract change to have a minimal impact.
We also have a management team of 6 that all have in depth knowledge of the quality workings of the Help line
Evaluation (Peer or Academic)
We have recently been re-accredited by the Helpline Partnership. We have got a 3 year accreditation in place. Report available on request
We have de-escalated crisis to save a life
We have keep people out of Hospital
We have reduced Frequent Flyers to GP appointments and A/E through teaching and coaching coping mechanisms.
We have supported people to feel safe through wellbeing calls
we have manned the line 24/7
For our staff we have clear supervison and de-brief to ensure the wellbeing of the staff team are paramount.
We share information with Commissioners of the service and of course staff members. We are also part of the Positive Practice MH Collaborative and share our practice through that network with other member organisations.
Is there any other information you would like to add?
MHM talking matters is a lifeline for people who simply do not know where to go for support advice or guidance or simply need a safe space.
we believe in people and they believe in us.
Our Team deliver bespoke Recovery support that empowers people to live and not exist.
We offer huge efficiencies as we offer virtual support by highly qualified staff it cuts out travel and other overheads but delivers a platinum service.