Scope and terms of reference: As part of its legislative mandate, Superu supports the work of Ministers by commissioning researchers to answer questions on behalf of the Government about the dynamics of the social sector. In March 2017, Superu engaged Allen and Clarke Policy and Regulatory Specialists Limited (Allen + Clarke) to conduct a rapid literature review investigating evidence for effective social sector telephone helplines and associated digital services. This review will contribute to the programme of work
by aiming to better understand the evidence about what makes for effective social service telephone helplines and associated digital services, with the aim of informing Minister’s thinking about future service design.

Executive summary -- Key terms -- Setting the scene - Key findings -- Appendix A: Literature review findings: Introduction --The role of telephone helplines in the social sector in the context of newly emerging digital services -- Effectiveness of telephone helplines and digital technologies -- Characteristics of well-designed and effective helplines -- International trends in development of helplines -- Conclusion -- Bibliography -- Appendix B: Methodology, search strategy and search terms -- Appendix C: Case studies -- 1. The Silver Line (UK) -- 2. Scottish Helpline for Older People (SHOP) -- 3. All-Wales Domestic Abuse and Sexual Violence Helpline -- 4. The National Society for the Prevention of Cruelty to Children Helpline (NSPCC) (UK) -- 5. Stop it Now! UK and Ireland and Stop it Now! Netherlands

Telephone helpline services commonly consist of a mix of telephone and web-based services that allow a person to receive prompt advice, triage care and referral via telephone or over the internet. These types of services are well-established in the health and social sectors. This literature review focuses on the effectiveness of freephone helplines and associated digital services within the social sector.

In New Zealand, freephone helplines have been established to provide social support, including family counselling, responding to abuse, access to refuge accommodation, and support to victims of family violence and sexual violence. The majority of freephone helplines funded by the Ministry of Social Development (MSD) are crisis services but some also provide free confidential information, advice and/or access to services. Examples are the 211 Family Services helpline service, telephone counselling for children and young people and parent line support and advocacy. Providers of freephone helplines services also represent a mix of non-governmental organisations, universities and Māori authorities...

Previous scans of the available helplines literature have been published, including a review in 2008 by Youthline that included some international and academic evidence on their effectiveness – particularly from Australia, America and the United Kingdom. The review presented some evidence showing that telephone counselling services provide convenient, accessible and valuable sources of support for the public, and are seen as providing flexible, credible and cost-effective help services – particularly as a first point of contact. The review also noted there were different telephone intervention styles and ways of organising services, and identified known barriers to accessing and assessing these types of services.

Updating the evidence base on social sector freephone helplines is appropriate given the passage of time since the 2008 Youthline review. The last nine years has seen an increasing shift to digital-based services such as web chat, text counselling and smartphone applications as alternatives or adjuncts to traditional phone line services.

The literature in this review indicates telephone helplines are still a valid means to provide social sector support and for people to seek support from. The literature reports there has been an increase in telephone use and developments in telecommunications since the 1970s and along with the availability of the Internet there have been dramatic changes in the way people interact and seek help. (From Setting the scene). Record #5748