Helpline Welcome Message - Your thoughts

The MixThe Mix Posts: 2,270 Community Managers
edited May 13 in Fix The Mix
Hey Everyone, 

Our colleagues who run our helpline have asked for your help. Its really important to us that young people feel comfortable when they call the helpline. This is the first thing young people hear when they call through to The Mix. When people call through, there are a number of different recorded messages they hear, depending on the situation. We really want the messages to be short, snappy and to give young people options and choices as they come through.  

We want it be the best it can be, which is why we have come to ask you for your thoughts. Its super important you let us know if you think there is something we can change to make it better. You can either comment below, or send us a PM if you would rather keep your ideas private.   

We have quite a few different types of messages depending on when a person is calling through. Check out the spoilers for the drafted message.  

Its a long message we know, any questions or clarification needed just ask :) 

Helpline Out of Hours: This is when our helpline is closed between 11 pm - 4 pm

You’ve reached The Mix  

 

Our Helpline is closed right now, we are open from 4pm to 11pm.  

 

If you really feel you can’t cope at the moment contact our free crisis messenger 24 hours a day,  Text Mix  – M.I.X  -- to 85258. 

 

You can also get in touch with Samaritans who offer 24/7  listening service about any issue. You can call  them on 116 123 

 

To get in touch with us you can visit our Get Support section on our website 24/7 to find local services near you, speak to other young people on our Discussion Boards or you can email us.  Please visit www.themix.org.uk/get-support 

 

If your call is an emergency, please dial 999. 


Welcome Message: This would be when our helpline opens and the first message people will hear. 

You’ve reached The Mix . If you’re aged 25 or under, we’re here to listen, give you support and help you look for options. 

 

For us to provide support and improve our service we record all our calls for monitoring and quality purposes. Our service is confidential, and we will not share your information outside of The Mix unless we believe your life, or someone else’s is in danger.  

 

If you would like to hear more about our Confidentiality, Privacy or Data Policy press 1. Press 2 to speak to someone on our helpline now. 


Privacy Message: Info around Privacy Policy

Here’s some information about how we use your data from our helpline. 

 

We record all of our calls, and we use this information to make sure that we provide our helpline services in the best possible way.  You can find out more about how we store helpline data and situations when that might change in our Confidentiality and Privacy policies.  To find out more please visit our Privacy Policy Section on our website:  https://www.themix.org.uk/about-us/privacy-policy 

 

If you would like to find out more about confidentiality at The Mix and when we may have to share your information to keep you or someone else safe please visit our Confidentiality at The Mix section on our website: https://www.themix.org.uk/about-us/confidentiality 

 

Press 1 to speak to speak to our team now. 


Comfort Message: These are when the helpline busy and young people are waiting to speak to some.  We have four messages, which will play in this order until someone is free to speak with the young person. 

Well done for calling, someone from our team will answer as soon as they can. 

Well done for calling .Our team are busy with other calls but we’ll answer as soon as we can.  

 

If you want to try other services at TheMix you can visit our Get Support section on our website 24/7 for webchat, find local services near you, speak to other young people on our Discussion Boards or you can email us.  Please visit www.themix.org.uk/get-support 

 

If your call is an emergency, please dial 999. 

Well done for calling 

 

Our team are busy at this time but we’ll answer as soon as we can. 

 

If you really feel you can’t cope at the moment you can contact our free crisis messenger 24 hours a day, Text Mix  – M.I.X  -- to 85258.  

Well done for calling. 

 

You can also get in touch with Samaritans who offer 24/7 listening service about any issue. You can call them on 116 123 

 

To get in touch with us you can visit our Get Support section on our website 24/7 to find local services near you, speak to other young people on our Discussion Boards or you can email us.  Please visit www.themix.org.uk/get-support 


Helpline; Telephone Closure, but Webchat Open:  This is when during working hours our helpline is closed but webchat and email are still open

You’ve reached The Mix . Our Helpline is currently closed. 

If you want to try other services at TheMix you can visit our Get Support section on our website 24/7 for webchat, find local services near you, speak to other young people on our Discussion Boards or you can email us.  Please visit www.themix.org.uk/get-support 

 

If you really feel you can’t cope at the moment you can contact our free crisis messenger 24 hours a day, Text Mix  – M.I.X  -- to 85258. 

You can also get in touch with Samaritans who offer 24/7 listening service about any issue. You can call them on 116 123 

To check when our helpline re-opens please visit our website www.themix.org.uk and go to our twitter account link. 

 

If your call is an emergency please dial 999 


All of helpline (phone and webchat) are closed: This is when both channels are closed during opening hours

You’ve reached The Mix. Our Helpline is closed right now.  Please visit our website www.themix.org.uk and go to our twitter account link to check when our Helpline re-opens. 

If you really feel you can’t cope at the moment you can contact our free crisis messenger 24 hours a day, Text Mix  – M.I.X  -- to 85258. 

 

You can also get in touch with Samaritans who offer 24/7 listening service about any issue. You can call them on 116 123 

To get in touch with us you can visit our Get Support section on our website 24/7 to find local services near you, speak to other young people on our Discussion Boards or you can email us.  Please visit www.themix.org.uk/get-support 

 

If your call is an emergency, please dial 999 

We're @Aife@Mike, @Italia and @Ed_ - the staff team here at The Mix. We don't provide support via this account, but if you have any questions about the boards or need a hand finding your way around, feel free to drop us a message. Alternatively, you can head over to the Help Desk.
kathleen0172davcr0ck

Comments

  • kathleen0172kathleen0172 [Inactive User] Posts: 1,456 Fanatical Poster
    I think it's fine :-) There's nothing that I can see that needs changing. x
    The Mixdavcr0ck
  • LubnaLubna Posts: 125 The Mix convert
    I have a tip it's not about the messages though. It's that sometimes I want to phone up just to talk. I don't need any further help suggestions. So can Themix be like that aswell and not everyone always needs help to look for support after the phonecall. We might know of further help like the Samaritans as you suggest but we have chosen to call Themix. Also can you please possibly change the waiting music it's so soothing it sends me sleepy.
    Life is'nt worth living.
  • ItaliaItalia Posts: 81 Staff moderator
    edited May 23
    Hey @kathleen0172 & @Sham

    Thank you both for your replies, it is really helpful to know your thoughts, even that you think its fine - we need to know that.  

    I know that post was mammoth, so thank you for taking the time to read through it all.  We really appreciate it :)

    @Sham thanks for your thoughts on the helpline.  We know that sometimes it is just about having a space to chat, and be heard, that is really important.  The helpline in particular is a signposting service, this means our main focus on the helpline is connecting young people to services which can help them.

    This is because we know finding relevant, free services which people can trust is a real struggle for a lot of young people.  Of course you can always call up to talk through things, but we will always end calls with pointing people to places they can get more support if needed.  Does that make sense?  If you have any more questions, or need more clarification just ask, because it's important to us that you understand why we do things the way we do.  

    As for the waiting music, we’ll take that on board and when we have the opportunity to do so we will check this out again.  At the moment we don't have control over the music  :/ it sort of comes with the system we use, but we can definitely keep that in mind for future developments.

    Thanks again,

    Italia

    "Owning your story is the bravest thing you will ever do" - Brene Brown
    kathleen0172
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