We are able to provide ongoing support sessions with a trained volunteer support worker either face to face or over the telephone.
How do I make an appointment for ongoing support?
You can contact one of our volunteer support workers during the helpline hours and they will arrange for someone to call you back. Alternatively, you can leave a message on our answerphone with a safe telephone number and convenient time for us to call you and someone will call you back. All messages left on the answerphone are responded to within 24 hours. When you contact us we will explain the types of support that are on offer, and ask you what you would prefer. If you choose to have face to face support, we will ask you for some initial basic information, such as your name, address, contact number etc. Then a volunteer support worker or the Service Manager will call you at a convenient time to gather a little more information in order to arrange the type of service you are looking for.
Where can I have my face to face support?
Face to face sessions can take place in Gloucester (at our offices) and at other locations around the county. If a session takes place outside our centre, it will be arranged at a pre-assessed venue, such as a children’s centre, library or GP Surgery.
What happens during my face to face sessions?
- Our model of support for women is very much woman-centred. You are the experts in your own lives and you will make decisions about how you would like your sessions to go, with the help and guidance of the volunteer who will be supporting you.
- Your initial session will be an opportunity to get to know the volunteer and to talk about any concerns or ask any questions that you may have.
- You can also decide together what you would like to talk about in your next session. You will never be pressured into talking about anything you don’t want to and the sessions will always go at your pace.
- All face to face sessions last an hour and will take place at a frequency that suits you. Some women come every week or once a fortnight. Some come less often. It’s ﬁne to decide what you want and of course, it’s ﬁne to stop whenever you choose.
- We can do advocacy work – maybe you need some support in getting help from another organisation or agency. We can also provide practical support, such as accompanying you to a place that you don’t feel altogether comfortable going to alone (for example, the GUM clinic or dentist).
- We can also provide emotional support, someone to talk to, an opportunity to talk things through, or to look at how you may be able to sleep better at night; feel less panicky when you’re out; feel more conﬁdent in yourself etc.
Are the sessions conﬁdential?
- During your ongoing support sessions, you may be concerned about what you are going to say and whether what you say is going to be told to anyone else.
- Anything that is talked about in your ongoing support sessions is generally conﬁdential within the organisation and will not be shared with anyone external without your permission.
- The only times when conﬁdentiality may be broken are:
If you tell us that a child or vulnerable adult is at risk of harm.
When there is a serious risk of harm to you.
When there is a court order or other legal requirements.
- If it is felt that conﬁdentiality needs to be broken, we will generally try and discuss this with you ﬁrst.
What if you are not happy with our support?
If you have any issue, concern or problem with an aspect of the service, or if a member of staff or volunteer leaves you feeling dissatisﬁed, you have the right to make a complaint about this informally, and if you are not satisﬁed with the response, formally.
- We recognise that many concerns will be raised informally, and these will be dealt with quickly. We aim to resolve informal concerns quickly, keep matters low-key and where necessary and appropriate, enable mediation between the complainant and the individual to whom the complaint has been referred.
- If you make a formal complaint, we will acknowledge it in writing; respond within a stated period of time; deal reasonably and sensitively with the complaint and take action where appropriate.
How to contact us
If you would like to set up a face to face session, please call us on 01452 526770. If there is no one available to take your call you can leave a message on the answerphone and someone will get back to you within 24 hours. Please tell us a safe phone number and convenient time to call you back.