Helpline workers from across the UK were today recognised for their hard work and dedication to their cause at the BT/THA Helpline Awards.  The Awards recognise the achievements of organisations and individuals who offer helpline services to the public, within the non-profit helpline sector in the UK and Ireland.

Every year UK helplines handle over 29 million calls, some 2.6 million emails, and almost 1.8 million text and instant messages on a vast array of health, social welfare, public service or educational issues.

The Helplines Association (THA) is the umbrella organisation for non-profit helplines across the UK and Ireland, and works to ensure that every caller receives the best possible service when calling a helpline.

BT supports The Helplines Association as part of its Corporate Social Responsibility to grow its business in a way that benefits its customers and society using communications technology to help tackle social and environmental challenges.

The Awards include four categories: 'New helpline of the year',  'Innovative use of technology to deliver a helpline service', 'Helpline staff member of the year' and 'Helpline Volunteer of the Year'.

The Innovative use of Technology to deliver a Helpline Service Award - which is sponsored by BT - has joint winners this year.  Community Network's Seafarers Link project, which uses VOIP to provide a teleconference befriending group for retired seafarers; and Breathing Space's BSL service, which uses webcam technology to allow Deaf callers to communicate directly with an adviser in BSL.  

Community Network offers a service which enables isolated people to participate in church services, carol services, support groups and befriending groups.  Community Network's Seafarers Link project was set up in 2009 in response to research carried out by the Maritime Charities Funding Group which found that many former seafarers (trawler men and sailors from the Royal and Merchant services) have great difficulty adapting to life on shore following retirement. The research highlighted how this engendered feelings of social exclusion and loneliness, which often lead to depression and other health problems. Seafarers Link uses the latest digital telephone conferencing technology to provide telephone support and friendship groups for retired seafarers, giving them the opportunity to make new friends, engage in new activities, discover shared histories, and feel less isolated.

Breathing Space was set up in 2002 in Glasgow reaching out nationally in 2004. Breathing Space is a telephone and email helpline for anyone in Scoltland experiencing low mood or depression. Their innovative new webcam-based BSL service provides access to Deaf people who wish to contact the service to communicate their emotional distress.  And it appears the deaf community, which communicates via BSL, feels it has a service it can use, when faced with issues regarding emotional and mental well being. A webcam has been set up alongside the Breathing Space phoneline service and two BSL deaf staff assist alongside existing staff.  Breathing Space helpline workers are trained by 'Sign Now' in the use of the delivery platform and also received the usual Breathing Space staff induction.  There were a number of challenges setting up a deaf service within a phone service setting that puts so much emphasis on 'hearing'. Collaboration with the deaf community was essential. The partnership has resulted in mutual beneficial opportunities.

In a joint statement the two charities said," Winning the award is a great endorsement for our charities.  The winners have each made a huge impact in the community we serve.  To be acknowledged in this way and winning this award is fantastic.  We are equally delighted. "

Rekha Wadhwani, Chief Executive of The Helplines Association said "The BT/THA Helpline Awards give us an opportunity to recognise and reward helplines which are committed to high quality standards. We are delighted that the helplines showcased in the awards this year embrace technology in innovative ways, and collaborate with each other to provide a better service to the public."

Beth Courtier, BT's Community Investment Programme Manager said;" BT has supported the THA since 1996, supporting its aim of providing advice, consultancy and training to helpline services in both the voluntary and statutory sectors.  And The Helpline Association Awards are a great opportunity to recognise those who give their time to providing vital public services."