Epilepsy Action certified by Helplines Partnership

Published: January 04 2024
Last updated: January 04 2024

Grace Wood | Helplines Partnership certifies best practice in helpline work

The Helplines Standard logoThe Epilepsy Action helpline has been certified by the Helplines Partnership.

The Helplines Standard is a quality mark recognised across the UK, which defines and certifies best practice in helpline work.

The charity passed its Helplines Standard Assessment in December 2023. The assessors said Epilepsy Action was providing a high-quality service and best practice for users.

The standard is reviewed every three years with an interim review within 18 months of being awarded.

The process for achieving the standard involves a written submission, a day of being observed by independent experts and a verification procedure.

David Thornton, advice team leader at Epilepsy Action, said: “We are delighted that our helpline has been certified by the Helplines Standard.

“As a team, we have worked hard to continuously raise the standard of the service we provide and this accreditation recognises our dedication to support people affected by epilepsy in the best way possible.

“We hope this recognition will also help people to feel even more empowered when contacting the helpline, knowing that our amazing team of advisers are committed to providing a high-quality service that meets the needs of everyone who would like to access support from us.

“To receive this news so soon after winning Helpline of the Year at the 2023 Helplines Partnership Awards makes us incredibly proud. The team has worked tirelessly over the last year to improve the service, making the experience for people affected by epilepsy the very best it can be.”

In November 2023, Epilepsy Action won Helpline of the Year at the Helplines Partnership Awards. Advice and information officer Diane Wallace was awarded the Lifetime Service Award. Advice team leader David Thornton received a runner-up award for Mentor of the Year.