Suffolk Night Owls

Description

A local 7 nights a week emotional support helpline for registered service users including via text and email for registered people with complex needs. This includes those with a diagnosis of Personality Disorder or who present with behaviours typical of such conditions. The service responds to requests to callbacks offering booked and timed appointments in-bound and outbound calls, and registered users can email and text. A twenty-minute slot is allocated and where necessary the helpline staff will make onward professional referrals/contacts including safeguarding.  
•	The service runs 7 nights a week from 6.30pm - 1.00am with calls being taken between 7.00pm and 1.00am.	
•	The services offer time limited number of calls of approximately 20 minutes to offer support but with boundaries required for people with complex needs.
•	There are approximately 1300 people registered with 770 having not accessed the service to date with approx. 80 regular people in contact with the service. Some are in daily contact through to those with monthly contact.
•	The calls are RAG rated with the majority being amber rated, with a few being red rated. 
•	Staff training includes Helpline Training; Suicide prevention; Risk Assessment and Management; Safeguarding; KUF and MHFA.