The DfES is working with the Telephone Helplines Association to develop the standard, which is being introduced to ensure the Government is able to guarantee the level of service callers will receive. It will be based upon the association's existing standard, which covers all aspects of handling a call and the caller experience, as well as issues including recruitment, training and the support and supervision of helpline staff.
Parenting helplines are helping to determine what specialist criteria should be added.
Six parenting helplines receive DfES funding. They are operated by the Advisory Centre for Education, the Family Rights Group, YoungMinds, the Children's Legal Centre, One Parent Families and Parentline Plus.
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