Scope helpline manager Kirsty Frost receiving the Helpline Impact award.

2017: an award-winning year in the life of Scope helpline

In 2017, Scope helpline won the Helplines Partnership ‘Helpline Impact’ award. The award recognises “helplines that have contributed to the sector over the longer term in an amazing way and are an example to others”.

We’ve always been so proud of our helpline service, our dedicated team and the amazing difference this vital work makes to disabled people and their families. But it’s also wonderful to have this external recognition and to win such a prestigious award.

“This is possibly the most helpful advice-line I have ever encountered. Thank you.”

In 2017, the Scope helpline responded to 22,837 requests for information and support by telephone, email and via Scope’s online community and social media networks.

We have also supplied answers to over 1.3 million requests for help and information via our website. This has risen steadily over the years:

“[Scope helpline] was immensely helpful and gave me much greater confidence in dealing with DWP (Department of Work and Pensions) which I was very daunted with. Thank you so much.”

Funding the extra costs of disability

Unsurprisingly, the number one topic you ask about is benefits. We have added extra capacity through the Benefits Training Company answering questions in the online community.

To complement the work of our specialist advisors, our partnership with the charity Turn 2 Us offers an online benefits calculator and grants search tool. Since its launch in July 2015, thousands of you have used this free service to improve your finances, completing 15,000 benefits calculations and over 12,000 grants searches.

In 2017 so far, the calculations have identified over £1.5 million per week in unclaimed benefits. This can make a massive difference to the lives of disabled people and their families, as this customer explains:

“This service exceeded my expectations… The outcome gives…  approx £151 per week instead of £111 per week as originally assessed. I can’t praise the advisors enough.”

New information products

As well as responding to a wide range of enquiries, we have also produced lots of new online information in response to popular demand:

We have taken part in our first Facebook Live event on Universal Credit.

Becoming Disabled offers answers to the most frequently asked questions our helpline receives from people new to disability.

Our newly expanded equipment section in partnership with Which? is complemented by an occupational therapist in our online community.

We have also produced three information videos, which has been viewed nearly 100,000 times since they were launched:

“Just a note to say these films are absolutely excellent. Very clear and accessible. My son who has ASC (Autism Spectrum Condition) is currently undergoing a PIP assessment and I expect to go through the appeal process, so it’s really great to see this kind of resource being made available.”

 

For free, independent and impartial information and support on the issues that matter to disabled people and their families, contact Scope helpline on 0808 800 3333 or helpline@scope.org.uk.

Scope helpline receives no Government support: £9 can help pay for a call to the helpline.

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