IPI Helps YoungMinds create a plan to Support More Concerned Parents
YoungMinds is the UK’s leading charity committed to improving the wellbeing and mental health of children and young people.
As well as working closely with young people and their families, the charity actively campaigns on a number of issues impacting young people and their mental health.
The charity’s work has never been so crucial. Today in the UK, one in eight school age children has a diagnosable mental health disorder, while one in six 16 to 24 year olds exhibits symptoms of a common mental health issue, such as depression or an anxiety disorder.
YoungMinds makes sure that all young people get the mental health support they need, when they need it, no matter what. Whether they need specialist mental health support, a reassuring conversation, or simply to understand that they are not alone in how they are feeling.
Future-proofing the YoungMinds Parents Helpline
As well as helping young people directly, YoungMinds operates a Parents Helpline, which provides advice and support to parents and carers.
Over recent years, demand to the Helpline has grown considerably. IPI therefore offered to support the charity by auditing its technology infrastructure to ensure it was fit for purpose, and that more parents could access the help YoungMinds offers.
IPI’s team of consultants worked in close collaboration with YoungMinds for several months at the start of 2020, helping to create a blueprint that will enable the Helpline service to run more efficiently and effectively.
Technology, people and process
IPI captured the volume of calls to the Helpline, understanding how this varied throughout the week, while its consultants also spent time shadowing the YoungMinds team to best understand how the service operated and supported parents.
By developing this in-depth appreciation of how YoungMinds’ advisors handled calls, the time they spent with parents, and what actions were required once calls had finished, IPI was able to develop a tailored series of recommendations based on the unique nuances and challenges of the YoungMinds Helpline.
These included advice on how a cloud-based telephony system could enable Young Minds’ team of advisers, call handlers and volunteers to work more flexibly, while at the same time keeping costs manageable and predictable for the charity.
IPI’s assessment found that calls to the Helpline peaked during school hours, when parents were sure they could talk in confidence. IPI’s consultants were therefore able to include recommendations of how the Helpline should be resourced, including how Young Minds’ team of committed volunteers could be best utilised to provide support when it was needed the most.
IPI was also able to make some recommendations on how to streamline follow-up communications with parents, for example, by increasing Young Minds’ use of digital channels.
Supported by IPI’s capacity planning guide, the Young Minds Parent Helpline Team now has a clear, intelligence-led blueprint that is shaping the direction of its future operation. This will enable the charity to continue to provide much-needed and much-valued support to the parents and carers who turn to it.
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IPI is the UK’s leading digital contact centre specialist, focused on creating intelligent and innovative contact centre solutions that deliver exceptional customer experiences. Founded in 2001, the company supports more than five million customer interactions and 65,000 agents every day.
IPI offers industry-leading contact centre solutions, as well as our own portfolio of applications. IPI solutions – available in the cloud, on-premise or as a managed service – cover every component of the contact centre, from integration, unified communications, networking, workforce optimisation, compliance and security, right up to conversational AI, speech analytics and voice biometrics. IPI also offers a range of consultancy and professional services as well as devOps support, delivered by its highly accredited team of contact centre experts.
Headquartered in Reading, UK, IPI also has offices in London and Manchester, as well as in the Philippines.
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