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Guidance and toolkits


The Telephone Helplines Association has produced the following publications designed to support and guide the providers of remotely delivered services. The publications can be acessed via the Association's website using the links below.

Telephone Helplines Association. Telephone Helplines in a Multi-Channel Environment

This document offers practical guidelines on using non-voice channels such as email, text message, the internet, web chat, web forums and textphones within a helpline context. The publication can be accessed here.

Telephone Helplines Association.  Guidelines for Good Practice

This is a comprehensive reference for use in training covering issues of confidentiality, helplines and the law, and setting up a helpline. The publication can be accessed here.


The Telephone Helplines Association.  Quality Standard Workbook

This workbook is a specialised resource for helplines to assess, improve and maintain the quality of their service. The publication can be accessed here.


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