Mind in Bradford User Led – User Friendly

Service Outline

Guide-Line’s email support service aims to offer informal, accessible support and information to anyone living with, or affected by a mental health issue. It provides an alternative to calling Guide-Line’s helpline

The service offers an alternative to people who may not otherwise call the Guide-Line helpline or who are unable to call whilst the helpline is open.

Please note the service is not suitable for enquiries relating to other administrative-based problems. Such queries should be sent to the main Mind in Bradford email address: admin@mindinbradford.org.uk.

All emails received through the email support service will be answered by a trained helpline staff member or volunteer.

All emails will be signed off with the name ‘Alex’. We ask that people emailing us more than once use the same name: this helps us to provide a consistent and personalised service.

Response Time

Wherever possible we aim to respond to emails within 72 hours of receipt (excluding weekends and bank holidays). However we normally expect responses to be much quicker than this.

Staff Training

All staff and volunteers have attended training on answering emails as well as completing an intensive Mind in Bradford core helpline training course. In addition, Guide-Line’s Manager has undertaken specific and recognised training relating to the service. Staff and volunteer training is ongoing.

Support & Supervision

All staff and volunteers working on the Guide-Line email support and information service receive regular supervision as well as access to ongoing training.

Monitoring & Record Keeping

All emails received will be kept for 30 days, after which they will be deleted.

No records will be kept of email correspondence other than the emails themselves in accordance with the time scale referred to above. The service will be routinely monitored to ensure that standards are maintained and that a quality service is consistently provided. As a result some statistical information will be used for reporting purposes only. No information used in this way will identify individual users of the service.

Data protection / Confidentiality

Guide-Line, as part of Mind in Bradford has an established Confidentiality Policy and as part of this will not divulge any information to third parties unless information is relevant under the Prevention of Terrorism Act, or other cases where we are obliged legally to disclose information.

All emails received will be kept strictly confidential within the organisation.

Technical Issues

Mind in Bradford and Guide-Line like other organisations is vulnerable to attack by viruses and other technical problems. We will endeavour to ensure that our virus protection system is kept up to date and functional. When technical problems do arise, we will do our best to resume service as quickly as possible.

Complaints

Any complaints about the email support service should be made through the main Mind in Bradford complaints procedure – a copy of which is available upon request via email or by calling the helpline on 01274 594594.

Equal Opportunities

Guide-Line and Mind in Bradford is committed to equal opportunities and has an Equality and Diversity Policy that is available upon request.

Other Issues

Call backs

Guide-Line’s email service is unable to respond to telephone numbers given in emails. We ask that individuals call the helpline directly (01274 594 594) in such circumstances.

Attachments

Please do not send attachments. We will not open and therefore will not respond to the content of any attachments.

Inappropriate use of service

Guide-Line and Mind in Bradford will not tolerate rude, offensive, racist or sexist language. Emails received with content considered to be offensive will not be answered.