What you can expect from ParentLine

ParentLine call-taker

How we provide support

On contacting ParentLine you will have an opportunity to say what’s on your mind and clarify your concerns. Together we’ll explore options for moving forward, or perhaps look at ways to cope with any difficulties you face. And we’ll suggest where to go for more help if needed.

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Who we can support

ParentLine is for anyone caring for or concerned about a child, but it’s not just for parents – we also take calls from grandparents, uncles, aunts, family friends, neighbours and professionals.

We also support kinship carers (usually family members or family friends) who care for a child who can no longer live with his or her parents. They tell us that they need a different kind of support to that which we offer to parents. That’s why we also offer the National Kinship Care helpline – call us free on 08000 28 22 33 or text us on 07860 022844 and we’ll get back to you.

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Confidentiality

When you call us, your telephone number does not show up and you do not have to give your name or address. You can tell us as much or as little about yourself as you want to. Sometimes, to ensure quality of service, a supervisor will listen to calls.

To help improve our services, training, research, report writing and case studies, we may use information gained from calls and emails to ParentLine Scotland. However, we ensure that all identifying features and details are removed

We don't pass information to anyone unless you agree, except where a child or vulnerable adult is at risk of significant harm. If we think that's the case, we will pass on all details to the police or social work department straight away to make sure they are safe. This may include any contact information you have shared with us.

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Quality assurance

When you contact ParentLine you will come through to a trained call taker. ParentLine call takers are selected for having attributes that include listening skills, empathy and a commitment to putting children and families first.

COSCARecognition Logo Small

Before answering queries our volunteers must first complete 50 hours of introductory training. We also run further training on specific issues such as child protection and domestic abuse. ParentLine Scotland is recognised by COSCA, the national body for counselling and psychotherapy in Scotland.

At all times call-takers are supervised and supported by a member of staff.

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Feedback on ParentLine

We value your feedback on ParentLine - good or bad. So if you found us helpful please let us know. Or if you think we could have done something better please tell us how you think we can improve. You can give feedback by phone on 08000 28 22 33 or by email to: parentlinescotland@children1st.org.uk

If you wish to make a complaint about the service you’ve received from ParentLine please follow our complaints procedure

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