Exciting Changes To FamilyPoint Helpline

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Lady on the phone - Exciting Changes To FamilyPoint Helpline

There have been some exciting changes to the FamilyPoint Cymru support helpline with new opening hours and some great new features – call transfers and 3-way calls.

Over the last few months we’ve been looking at the times that families are contacting us the most – and because of this we are changing our helpline hours to better meet your needs.

This means that our helpline will now be open 9am-5pm Monday to Friday.

If we are busy during this time, you will have the option to be transferred to the national Family Information Service helpline.

Our helpline improvements don’t just stop there. If you’re struggling to get the support you need for you and your family, you can be reassured by the fact that there’s someone else on your side, and there to stand by you.

Helpline advisors will now be able to connect callers directly to the organisation or service they need to access, but they can also stay on the line to support you through what could be a difficult, complicated or emotional conversation. This is called a 3-way call.

We wanted to do something a bit different and make the helpline as user-friendly for you as possible. The 3-way call means we can provide that little bit extra to get you the help and support you need as quickly as possible.  This makes us the only independent helpline information, advice and assistance (including *advocacy) support service for families in Wales.

(*Advocacy is standing by someone to make sure that their voices are heard and ensuring that their rights are met. It is to ensure someone gets access to information and services and allowing people to know their choices and options.)

Helpline Graphic

A better website, with YOUR content

There’ll also be improvements to our website (this very site that you’re staring at!). This will include a featured list of the best national organisations that can help families in Wales.

We also want to feature more content created by families/parents in Wales, like this story from Lianne in Gwynedd about planning her wedding on a budget or this story from Kat in Cardiff about dealing with her son’s autism. If you have something you want to share or you would like to write something for us, then contact us here! You don’t have to have a degree in journalism to be able to write an article, if you’re struggling with how to write something that’s happened to you then contact us and we can help you to put your ideas down and create an article with you so that you can share your experiences with others.

If you’re looking for more unique Welsh family-focused content like this, please check out the rest of our national family magazine here.

Why not write your own article? Check out how here. If you have an idea but don’t think you can put together an article for us, then please contact us, we can support you to put your story together and help other families in Wales who would love to hear all about your experiences.

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