We know that making the decision to seek help can sometimes be a difficult and emotional one.

That’s why we want to make sure you know what to expect when you contact us and to help make your first steps to getting the support and information less daunting.

What to expect when you use our service

Whichever way you choose to access our services, the same basic process will be followed.
  1. You will be asked to complete a registration form to gather some details from you and get your permission to record your enquiry so that, if you need to come and see us again, we don’t need to ask the same questions.
  2. We will initially assess your problem to make sure you get the information and advice you need.
  3. We will then do one or more of the following:
Provide you with Information

If you require information, we will assist you to find and understand the information relevant to your query.

Offer Advice

If you require advice, we will try to resolve your problem during your first visit. Your adviser will ask you questions so they can work out what you should do next and provide you with some initial information. Some people are scared of talking about their problems or are embarrassed. Our advisers are specially trained to help you and will listen carefully to your problem without judging you. We want to help you, not make you feel worse. At the end of your appointment, you and your adviser will come up with a plan of action that will help move things forward.

Ask you to come back for further advice

Sometimes, it will be necessary for you to receive further advice; we will make this appointment for you. This tends to happen when there are lots of issues, specific paperwork required or you need to see a specialist to resolve your problem. Don’t worry if an adviser asks you to come again. The most important thing to remember is not to ignore your problems and to try and get help.

If you are referred for a further appointment you will be given a time and date, and a list of information to bring to this appointment. It is very important that you attend this appointment with all the correct information otherwise your adviser may not be able to help you resolve your problem.

Refer you for specialist help

In addition to the information and resources that our advisers are able to offer, we work closely with other local organisations and where appropriate, we may well direct you to an alternative service if it is evident that you require more specialist information. All your information will be kept strictly confidential and we will not contact anyone without you agreeing.

Volunteers and advisers

Our advice service is provided predominantly by volunteers who have a wealth of knowledge and experience in multiple areas who all undergo our Adviser Training Programme. Our advisers will clearly explain the options available to you and the possible outcomes of the different courses of action. You are encouraged to make your own decisions and act on your own behalf.

We strive to provide the best possible service and make every effort to provide information and support with whatever issues you may be facing.

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