“Taking part in the Challenge really prepared us for what we didn’t even know was coming, in terms of moving all our services digitally. A couple of weeks before the first national lockdown last year, we moved all our services online, which ended up being ideal for the situation we found ourselves in.
Another of the key learnings was around our digital support offer. We originally had a model to involve mentors, but after speaking with ChildLine, The National LGBT Domestic Abuse Service, Mermaids, The Mix and a few others, it became clear to us that we would do better to have regular staff on board. We now offer a web chat service, which is maintained by paid staff.
We do still offer a mentor service for the repeat callers (around 40% of our calls). Those individuals have a mentor assigned to them, who they can then receive ongoing support from. Oftentimes, those repeat calls are less likely to be an emergency and instead are related to issues such as chronic loneliness. We’ve recruited around 30 mentors so far, and they’re all trained and supporting young people right now.”
Amelia, The Proud Trust
“Since taking part in the prize, we developed a business plan and did some work on the branding of our solution – it’s now called ‘Discover More’, rather than ‘Happy Place’. We recently had a meeting with Matt Hancock and the chief executive of the NHS Clinical Commissioning Groups, and they both really liked the idea. Most excitingly, we’re in talks to integrate Discover More into the NHS locally and explore its potential applications in supporting the preventative health agenda.”
Bruce, Suffolk Libraries