We are still here to help during this difficult time.
We offer a range of services for young people, including a new telephone listening service to help young people in Manchester who are struggling at the current time.
To help you we have put together some important information about what to expect when you get in touch with us.
How do I get in touch?
Telephone Number: 0161 221 3054
Opening Hours: Midday – 4pm Monday to Friday (excluding Bank Holidays)
When you call our number, listen out for the ‘listening ear’ option. After you have selected this option, one of our team will answer your call and ask you a few short questions.
What questions will I be asked?
The questions will include:
- Your name: We ask this because it is a natural question to ask in a conversation and it might help make the call feel more personal for you.
- Your age and address: We are a service for 15-25-year-olds currently living in Manchester, so we will ask these questions to make sure that this is the right service for you.
- Reason for your call: This might be hard to put into words, and that is okay. We ask this question though because explaining why you are calling in a few words, for example “I am feeling lonely” or “I am worried about something”, can help our listeners begin to understand how you are feeling and then support you as best as they can.
- Telephone Number: If this is the right service for you, the person taking your call will ask for your telephone number to arrange a time for someone from our listeners team to call you back for a longer chat. Together, you will find a time that works for you and is within our working hours. They will also check that you have somewhere comfortable and private to take the call.
What will you do with my personal details?
Please see important information at the bottom of this page.
Will my call be private?
The person taking your call will talk to you about ‘confidentiality’. ‘Confidentiality’ means not sharing what you have told us with other people. You can decide what information you choose to share with us and we will keep what you’ve told us private.
In some situations – if you tell us something that makes us really worried about the safety of you or someone else – we would have to share this. For example, we might need to share what you have told us with the police, ambulance service or social workers, to help keep you safe.
This applies to all young people under 18-years-old, but also adults who are classified as ‘vulnerable’. If you are an adult and we feel that you are not able to make safe decisions for yourself sometimes, we may have to tell somebody else what you have told us, so that we can get you the best help and support.
However, we take confidentiality very seriously and would only break confidentiality if we were really worried that you or someone else were at serious risk of being hurt. If we did need to share something you said, we would always try and talk to you about this first and explain our reasons why.
How will the listeners call me back?
At the arranged callback time, someone from the listener team will call you on the number you gave us. Their call may come through as a private number, so do not be worried if an unknown number is calling your phone at that time.
What will it be like when I’m on the phone to someone?
When you are on the phone, our listeners will introduce themselves and throughout the call will be there for you to share your thoughts with. They will not judge you or think any problem you want to talk about is too small or silly. They are there to listen and support you through whatever it is that might be on your mind.
If you would rather email us instead, drop us a message at: firstname.lastname@example.org
What should I write?
Writing an email is sometimes a good way of sharing what has been on your mind in your own space and time. If you are unsure of what to say or how to start, these are some suggestions of things that might be helpful for us to know:
- What is going on for you at the moment and how it is making you feel?
- Do you have any questions for us?
- Do you have any worries or hopes for the future?
- One line that helps us know what you would like to speak to us about
You do not have to write lots if you do not want to, you can write however much feels comfortable. However, it can help to include everything you would like the listening service to know, so that our reply can be as helpful as possible.
Also, please include the details about yourself listed below, in your email to us (you can copy and paste this list into your email to fill in):
- Contact details:
- Permission to store your details on our secure online system: YES or NO.
(Please see the information below on why and where we store your details)
How will I know you have got my email?
Once you have sent your email, you will get an email back confirming that we have received it. We will try to reply to your message in person as soon as we can.
What will you do with my personal details?
To follow the General Data Protection Regulation (GDPR) correctly, we need your permission before we store your personal details, such as name or address. We are registered with the Information Commissioner’s Office (ICO) and follow their requirements and procedures.
What this means is, if you say that it is okay, we will keep the details you have shared with us (for example, you telephone number and address) on a private, secure system that only the small number of people in the listeners service will be able to see. We keep your details in case you would like us to call you back for a follow-up chat, but also in case of an emergency where you might need help. We will not share your details with anyone outside the listener service (unless you want us to or it is an emergency) and we will not contact you in the future, unless you would like us to.