What happens when you call?

  • Who am I ringing?

This service is operated by Wellbeing Solutions Management, an independent provider of counselling and advice services.

  • What happens when you call?

We will ask you the name of your employer and then invite you to briefly explain your reason for calling.  This enables us to understand which of our services can best help you. You can then agree a call back time, which is at your convenience. This call-back system means we can arrange the right expert to be available for you, whilst also helping you to prepare yourself to get the most out of the session.

  • What happens when I get my scheduled call back?

When you are connected to your expert, they will ask you to relay your questions and concerns in full detail.

If you are calling for advice which references any supportive documents (such as contract of employment) please have that to hand in time for the call. If you are calling for counselling, your counsellor will always first carry out a telephone assessment, to determine the level of care you need.

  • What if I can’t or don’t answer the telephone when you call back?

We will try to call you 3 times, over the period of 15 minutes, on the number you have provided for us.  If you are still unable to pick up, you are welcome to ring us again to schedule another time.

Please note that the number you do provide must be able to accept “withheld” telephone numbers, please check with your phone provider if you aren’t sure.

  • Can I ring anonymously?

Your use of this website and the telephone helpline service is completely confidential. You only need tell us who your employer is.

Anonymous statistical data about the usage of this website and/or the helpline may be collected to help us develop and evaluate the service, but this will never breach your individual confidentiality.