000			05831nam a22004457a 4500
999			_c5748 _d5748
005			20250625151445.0
008			180222s2018 -nz||||| |||| 00| 0 eng d
020			_a978-1-98-854001-6 (online)
040			_aAFVC
100			_aGribble, Anna _97325
245			_aWhat do we know about the effectiveness of social sector freephone helplines? : _brapid evidence-based literature review _cAnna Gribble, Robyn Haisman, Mitchell Webb, Sue Carswell and Dustin MacDonald
260			_aWellington, New Zealand : _bSuperu, _c2018
300			_aelectronic document (74 pages) ; PDF file
500			_aScope and terms of reference: As part of its legislative mandate, Superu supports the work of Ministers by commissioning researchers to answer questions on behalf of the Government about the dynamics of the social sector. In March 2017, Superu engaged Allen and Clarke Policy and Regulatory Specialists Limited (Allen + Clarke) to conduct a rapid literature review investigating evidence for effective social sector telephone helplines and associated digital services. This review will contribute to the programme of work by aiming to better understand the evidence about what makes for effective social service telephone helplines and associated digital services, with the aim of informing Minister’s thinking about future service design.
505			_aExecutive summary -- Key terms -- Setting the scene - Key findings -- Appendix A: Literature review findings: Introduction --The role of telephone helplines in the social sector in the context of newly emerging digital services -- Effectiveness of telephone helplines and digital technologies -- Characteristics of well-designed and effective helplines -- International trends in development of helplines -- Conclusion -- Bibliography -- Appendix B: Methodology, search strategy and search terms -- Appendix C: Case studies -- 1. The Silver Line (UK) -- 2. Scottish Helpline for Older People (SHOP) -- 3. All-Wales Domestic Abuse and Sexual Violence Helpline -- 4. The National Society for the Prevention of Cruelty to Children Helpline (NSPCC) (UK) -- 5. Stop it Now! UK and Ireland and Stop it Now! Netherlands
520			_aTelephone helpline services commonly consist of a mix of telephone and web-based services that allow a person to receive prompt advice, triage care and referral via telephone or over the internet. These types of services are well-established in the health and social sectors. This literature review focuses on the effectiveness of freephone helplines and associated digital services within the social sector. In New Zealand, freephone helplines have been established to provide social support, including family counselling, responding to abuse, access to refuge accommodation, and support to victims of family violence and sexual violence. The majority of freephone helplines funded by the Ministry of Social Development (MSD) are crisis services but some also provide free confidential information, advice and/or access to services. Examples are the 211 Family Services helpline service, telephone counselling for children and young people and parent line support and advocacy. Providers of freephone helplines services also represent a mix of non-governmental organisations, universities and Māori authorities... Previous scans of the available helplines literature have been published, including a review in 2008 by Youthline that included some international and academic evidence on their effectiveness – particularly from Australia, America and the United Kingdom. The review presented some evidence showing that telephone counselling services provide convenient, accessible and valuable sources of support for the public, and are seen as providing flexible, credible and cost-effective help services – particularly as a first point of contact. The review also noted there were different telephone intervention styles and ways of organising services, and identified known barriers to accessing and assessing these types of services. Updating the evidence base on social sector freephone helplines is appropriate given the passage of time since the 2008 Youthline review. The last nine years has seen an increasing shift to digital-based services such as web chat, text counselling and smartphone applications as alternatives or adjuncts to traditional phone line services. The literature in this review indicates telephone helplines are still a valid means to provide social sector support and for people to seek support from. The literature reports there has been an increase in telephone use and developments in telecommunications since the 1970s and along with the availability of the Internet there have been dramatic changes in the way people interact and seek help. (From Setting the scene). Record #5748
650		5	_9252 _aFAMILY VIOLENCE
650		4	_aSEXUAL VIOLENCE _9531
650			_aCOUNSELLING _9160
650		5	_9172 _aCRISIS INTERVENTION
650		5	_aDOMESTIC VIOLENCE _9203
650		5	_aHELP SEEKING _95453
650		5	_aHELPLINES _97329
650		5	_aINTERVENTION _9326
650		5	_aINTIMATE PARTNER VIOLENCE _9431
650		5	_9350 _aLITERATURE REVIEWS
650		5	_aOLDER PEOPLE _9414
650		4	_aSOCIAL SERVICES _9555
650		4	_aSUPPORT SERVICES _9591
650		5	_aTECHNOLOGY _9599
650		5	_aYOUNG PEOPLE _9660
651		4	_aNEW ZEALAND _92588
700			_aHaisman, Robyn _97326
700			_aWebb, Mitchell _97327
700			_aCarswell, Sue _9890
700			_aMacDonald, Dustin _97328
856			_uhttps://thehub.sia.govt.nz/assets/Uploads/Effectiveness-of-social-sector-freephone-helplines-FINAL.pdf
856			_uhttps://thehub.sia.govt.nz/resources/what-is-known-about-the-effectiveness-of-social-sector-freephone-helplines/ _yAccess The Hub
942			_2ddc _cREPORT