Community Services

Introduction

Help Line is a free community oriented services program providing information and referral line that helps people- in need find resources and generate ideas for solving problems.

The primary goal of Help Line is to empower community members to make their own choices and accept consequences by providing information, education and support. Our callers will then be able to move through a crisis feeling empowered by the choices that they have made themselves.

recognizes that all members are peers. We endeavor to provide a safe environment for an exchange of information. We believe all people have a right to know that resources and options they have in any given situation. We do not believe it is our role to make choices for our callers. 

We believe our role is to listen, ask questions and help callers to figure out the solutions or resources available to them.

We believe to better serve our callers, our information must remain upto date and accurate. We strive to provide the most accurate and current information to our callers. We try to provide two to three options for services for clients when possible. We do not believe it is our responsibility to make the choice of service for our callers.

It is our responsibility to set aside our biases and provide the best possible service to our callers. We do not judge our callers. Each caller is an individual with their own individual worth and is to be provided with the services regardless of their age, gender, ethnicity, finances, socio-cultural values, religion and/or sexuality.

We advocate for callers when they are unable to advocate for themselves. Our volunteers listen with empathy and help problem solve with resources to empower the caller in resolving their problems.

Life brings problems to all of us and they are sometimes overwhelming. Help Line is there to answer those calls.

DEFINITION OF HELPLINE

“The helpline provides information and advice for vulnerable residents who need urgent assistance with a range of problems including access to information advice or customer service via telephone, email, web or SMS”.

‘PROGRESS’ HELPLINE

Help Line is a community oriented service providing information, serving as an information and referral line that helps people - in need find resources and generate ideas for solving problems. In addition it serves as a counseling and support service for vulnerable and in distress people.

OUR GOAL

The primary goal of ‘Progress’ Help Line is to empower and strengthen individuals, families, and community by bridging people with resources and support. The aim is to empower the community members to be able to move through a crisis with respect and dignity and feeling empowered by the choices that they have made for themselves. The counseling and support services are provided via the telephone, the internet and if considered appropriate through personal contact.

OUR WORK

recognizes that all members are peers. We endeavor to provide a safe environment for an exchange of information. We believe that it is not our role to all people have a right to know that resources and options they have in any given situation. We believe that it is not our role to make choices for our callers. 

We believe our role is to listen, ask questions and help callers to figure out the solutions or resources available to them.

We believe to better serve our callers, our information based must always remain upto date and accurate. We also strive to provide the most accurate and current information to our callers. We try to provide two to three options for services for clients when possible. We do not believe it is our responsibility to make the choice of service for our callers.

‘Progress’ Helpline ensures that all callers get the best possible, most effective help. As they put their trust and faith in us, so do we respond professionally. Callers often don't want to talk to someone face to face. The anonymity and confidentiality the phone (or e mail) provides is priceless. Often a single call to a helpline can be enough to guide someone on the path to self help or to seeking other professional help. 

It is our responsibility to set aside our biases and provide the best possible service to our callers. We do not judge our callers. Each caller is an individual with their own individual worth and is to be provided with the services regardless of their age, gender, ethnicity, finances, socio-cultural values, religion and/or sexuality.

We advocate for callers when they are unable to advocate for themselves. Our volunteers listen with empathy and help problem solve with resources to empower the caller in resolving their problems.

A cry for help will be responded to in a professional and competent manner, that information given will be accurate and appropriate and that people in emotional distress are not exploited. 

By calling ‘Progress’ Helpline, people are able to avoid inappropriate use of statutory services. They are guided to more suitable forms of help or are provided with information that removes the necessity for other help. For some people, the act of calling and talking to a compassionate, well trained person at the end of a phone line can be all that they need at that time. 

’Progress’ Helpline exist for the benefit of its callers.