Project information

Family Support Telephone Service

We would like to develop our adult bereavement service through the introduction of telephone support using pay-as-you-go mobile phones. Over 80% of our clients rely on telephone support, especially men. The extension of this service will provide a vital lifeline to our clients who are bereaved.

January 2017 - January 2018

Charity information: Tynedale Hospice At Home

Tynedale Hospice At Home logo
  • Need


    Currently we offer support to clients across an 800 mile square radius and bereavement support is provided by volunteers to over 80 adults a year, with demand growing. Many clients, especially men, prefer to receive support by phone at a time that is convenient to them and their volunteer support worker. Volunteers currently use their own phones to book appointments and to provide support. This can be dangerous as it means vulnerable clients have access to their personal numbers.


    The purchase of pay-as-you-go mobile phones will allow us to continue supporting our clients without risk to the volunteers. It will also allow us to increase support we offer to clients outside of typical working hours which means that support can be balanced around childcare and work commitments. We can also increase the support offered to men who prefer telephone support. Funding will also cover costs of the calls which is currently covered by our volunteers.

  • Aims

    Aim 1

    To offer support to adult clients who are bereaved through a telephone service.


    » Purchase pay-as-you go telephones and use funding to cover cost of phones and calls made.

    What success will look like

    Success will be the purchase of the phones which will allow us to publicise and offer this service.

    Aim 2

    Increase the number of clients, especially men, who can benefit from telephone support.


    » Using Hospice-owned mobile phones will encourage more volunteers to provide support out of hours for clients who need this service.

    What success will look like

    Success will be demonstrated by an increase in the number of clients using the telephone service. The numbers and gender of service users will be measured.

    Aim 3

    Clients who require support will not miss out because they are unable to attend group sessions.


    » The availability of a telephone support service will provide a vital lifeline for these clients, ensuring that they can access the support they need.

    What success will look like

    Success will be when we do not need to turn any clients away and we can offer them the support they require e.g. group support and/or telephone support.

  • Impact


    The introduction of a telephone service will allow us to make a formal offering to clients, rather than a method of support chosen by our volunteers due to time constraints. Due to the rural location and breadth of our service area, telephone support will allow us to help more clients, making the service easier to access, especially for men who prefer online or telephone support. Changes will be demonstrated by an increase in clients using the service and a reduction in costs to the Hospice.


    There is the risk that mobile phones could be lost or used for personal calls by volunteers.
    All phones will be signed in and out and if lost the volunteer will sign an agreement to cover the cost of the phone.
    Phone records will be checked by Hospice staff to ensure calls are only made to clients.


    Donors to this project will receive a quarterly email or letter update detailing the ongoing benefits of the service, including quotes from service users and volunteers. At the end of the year we will share statistics on the increase in clients who have accessed this service and its impact on them.

  • Budget

    Budget - Project Cost: £4,000

    Loading graph....
      Amount Heading Description
      £1,000 Mobile Phones 50 mobile phones and sim cards
      £3,000 Call costs for a year Covering costs of using and topping up credit on phones for a year.
  • Background


    Tynedale Hospice at Home covers an 800 square mile radius that spreads across West Northumberland, Tynedale and Ponteland. Our clients are from across this region.
    Group support sessions are held in Hexham but our clients can come from all over the 800 square mile radius and for those who live far away or in remote rural areas the telephone service provides a vital lifeline.


    Adults of all ages, status and socio-economic background who are experiencing or have been through a bereavement.
    We work with adults who have been bereaved of a child, partner or family member, even a colleague. Clients can self-refer and the service is free of charge. Often many of our clients have experienced a sudden bereavement or suicide and our support not only benefits them as individuals but their whole family.

  • Why Us?

    Why Us?

    There are very few services such as this in the local area and we are facing an increase in demand for our services.
    Our staff and volunteers are trained and our support is not time specific - we are there for as long as our clients require help.

    Read more about the Charity running this project.


    Val Jewitt

    Family Support Practitioner