The FamilyPoint Helpline – What To Expect


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girl on phone - The FamilyPoint Helpline - What To Expect

Need help and someone to talk to?

Do you need help and support for you and your family? Are you worried about something? Our FamilyPoint helpline advisers are here for you.

Open Mondays to Fridays from 9am to 5pm. You can choose to get in touch by phone, text or instant message.

FamilyPoint advisers are specially trained to give help and advocacy support to families. This includes signposting you to suitable organisations and services. If our helpline is busy, callers have the option on the keypad to contact the Family Information Service (FIS) national helpline number.

Call transfers to the services you need

When you contact the helpline we will assess your situation. We will then point you in the right direction and can also connect you directly to the organisation or service you want to access. Also we can make the initial introductions for you before putting you through.

Staying on the line for support

If you want, we can also stay on the line to support you through what could be a difficult, complicated or emotional conversation with services/organisations. This is called a 3-way call.

The helpline has been developed to make it as user-friendly as possible so that you get the help you need quickly and feel supported. This makes us the only independent information, advice and assistance (including *advocacy) helpline support service for families in Wales.

(*Advocacy – standing by someone to make sure that their voices are heard and ensuring that their rights are met. Making sure someone gets access to information and services and that they know their choices and options.)

Call us – 0300 222 57 57.

If you prefer typing to talking:

Text – 07860 052 905

Instant Message – click the button at the top of the page

The FamilyPoint helpline is open 9am-5pm Mondays to Fridays.


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