Helpline not answering

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Fairybear89
Posts: 8
Joined: Wed Apr 07, 2021 6:12 pm

Helpline not answering

Post by Fairybear89 »

The helpline number isn’t working tonight I don’t think?
LM66
Posts: 2321
Joined: Wed Nov 26, 2014 6:04 am

Re: Helpline not answering

Post by LM66 »

Hi FB

Helpline is normally 1pm-4pm, 6pm-9pm. Possibly the times may have changed, or call handlers on another call. I'm not at all sure gow it works.
Don't give up, try again tomorrow

Much Love
L x
"You can choose to continually live in the shadow of your addict, allowing his/her chaos and drama to dictate your whole existence, or you can take control of your life."
Fairybear89
Posts: 8
Joined: Wed Apr 07, 2021 6:12 pm

Re: Helpline not answering

Post by Fairybear89 »

Oh ok. I tried between those times but maybe they’re were just busy. Will try again tomorrow. Thank you x
admin
Site Admin
Posts: 104
Joined: Sun Feb 23, 2003 5:55 pm
Contact:

Re: Helpline not answering

Post by admin »

Hi Fairybear89, this is how the FA helpline works.

The helpline number is 0207 498 4680.
It is manned every day between 1-4 and 6-9.
The people who answer the calls are FA members who volunteer for this service.

All calls are confidential and not recorded or shared with any other person or organisation.
If a caller wants more info or leaflets they are asked to provide an address or email for that purpose.
Any such data given to the helpline volunteer is destroyed after sending out whatever was requested.

Only one FA volunteer is on helpline at any time.
There isn't a bank of call handlers like in a call centre.
It's a single FA member in their own home taking diverted calls.
They can only take one call at a time.
There is no facility for 'queueing' calls like in a call centre.

If you call between those times and you get the engaged signal
it means the volunteer is already on a call. Just try again in 10 minutes or so.

A call can last anywhere between 5 minutes and 25 minutes. Please be patient if you get the engaged tone.
We're not an emergency helpline. If it's an emergency call 999.

If you call between 1-4 and 6-9 and you are asked to leave a message, that is not the FA
answer machine, it will likely be the volunteer's own home answer machine.
It's best not to leave a message in that case, as your message may not be returned.
Best thing is to hang up and try again in 10 minutes.

If you call between those times and you get the office answerphone message
it means something's gone wrong with the call divert process. In that case please
email the office office@famanon.org.uk and we can sort it out.

If you call outside the hours 1-4 and 6-9, you should hear a recorded message
telling you what times the helpline is manned. This is the office answerphone message.
This message doesn't allow you to leave a message of your own. In this case, just call back between 1-4 and 6-9.

If your experience of the phone not working is one of these, I hope this explanation helps.

However if your experience was something different than the scenarios I've described
please pm me (admin) and we can sort it out.

Thanks for contacting Families Anonymous.

Kind regards

Admin
Fairybear89
Posts: 8
Joined: Wed Apr 07, 2021 6:12 pm

Re: Helpline not answering

Post by Fairybear89 »

Ok thank you xx
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