Services

Parent Advice Line

“Your helpline made a big difference to me because the adviser took time to listen and speak to me and also gave excellent advice and support and followed this up via an informative and very helpful email as she said she would.” - Feedback from caller, November 2018
Parent Advice Line quote

 

We offer friendly, impartial, non-judgemental information, advice and support to parents, carers and family members who are concerned about their child or young person being bullied. Bullying may be taking place inside or outside of school, in sports/youth clubs, over social platforms or phones.

How and when can I call you?

You can call us on 020 7823 5430

Our line is open Monday to Thursday 9am - 1pm (excluding bank holidays). We are closed during the Christmas, Easter and summer school holidays.

If the line is busy, please try again later or leave a clear message with your name and number and our adviser will call you back.

Alternatively please contact us online here.

Will I be charged for calling?

Calls are charged at local rate.

What can I expect when I call you?

We are caller-led. This means that you are in charge of the call. We will listen and explore the bullying situation your child is experiencing and offer information and advice.

We will only end calls if someone is abusive towards us.

We will give you:

  • A polite, friendly, empathetic response
  • Evidence based, up-to-date information
  • Professional guidance on school protocols and statutory responsibilities the school has to tackle bullying and keep students safe
  • Information on the processes involved in tackling bullying
  • Advice on communicating effectively with your child’s school
  • Tips on how best to support your child
  • Information about other relevant Kidscape services
  • Signposting to relevant organisations

We cannot:

  • Take on your case or act as your advocate
  • Contact the school or other involved agencies
  • Comment on the actions of individual school staff or professionals involved in your situation
  • Offer a counselling service (we can signpost to relevant organisations)
  • Give specific legal advice (we can tell you the legislation relating to bullying)
  • Offer advice to anyone residing outside of England and Wales
  • Accept liability for third party information such as websites that we may refer you to
  • Offer advice in regards to bullying of adults (we can signpost you to a more relevant organisation)

How can I prepare for my call?

Calls take on average half an hour, so make sure you have the time to take a call this long. It may be useful to have a pen and paper to hand, to jot down any notes you wish to take. It is best to be in a quiet place so you can speak to the adviser without worrying about background noise.

Is my call confidential?

We understand that bullying is a sensitive subject and want to reassure you that your call will be treated in confidence.

We may ask for some personal information, such as your child’s age and your location but you are under no obligation to provide this. We only ask for this information to enable us to direct you to appropriate services and to help us better understand those who use our service.

Discussions between you and the Parent Support Adviser will be confidential, unless we deem a child, young person or vulnerable adult may be experiencing, or is at risk of experiencing harm. We will also need to pass on any concerns we have of an individual intent on harming others.

A record of your contact with the Parent Support Adviser will be stored on a secure database to allow us to refer to your circumstances should you continue your contact with us. You can request that we delete your personal data by emailing mydata@kidscape.org.uk or by calling 020 7730 3300. Kidscape will never sell your personal information to third parties. For more information please read our privacy policy.

Calling whilst driving

Please note it is our policy not to take calls from people who are driving as it is not safe. This includes calls using a ‘hands-free’ device. Callers are welcome to pull over to continue the call if they wish or call back another time when they are not driving.

Can my child call you about the bullying they are experiencing?

Our helpline is there to support parents, carers and family members who are concerned about their child being bullied. If your child wishes to speak to someone about their situation then please encourage them to contact Childline:

Childline

Can I give you my opinion of how I found the service?

Kidscape advisers want to know what they are doing right and what they can improve on, and we welcome your opinion on this. You can provide feedback here.

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