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Please note - this consultation has now closed.


Mental health telephone support services consultation

A consultation on proposals regarding the mental health telephone support services, CrisisCall and Mental Health Telephone Support Line.

Background information

North Yorkshire County Council provides two telephone support services that cover different areas of the county. These are CrisisCall and the Mental Health Support Line. These services are for people who have mental health needs and are are worried or upset and need somebody to give them advice or support.

CrisisCall is jointly funded through North Yorkshire County Council, Tees Esk and Wear Valley NHS Foundation Trust and the clinical commissioning groups. The service is available for people living in Craven, Hambleton, Harrogate, Richmondshire, Ryedale, and Scarborough.

The Mental Health Telephone Support Line is provided by City of York Council on behalf of North Yorkshire County Council and covers Easingwold, Selby and Tadcaster.

Since these services were set-up statutory mental health services have developed the crisis resolution and home treatment teams. The way that the telephone support services are being provided has remained the same for many years, and there has been very little change to reflect the changing needs of customers or the use of technology.

The services have recently been reviewed and we found that different services were offered within North Yorkshire. These differences included:

  • In some areas the service is offered 24-hours a day but in other areas it is only available out of normal working hours;
  • One service was available to anybody who felt they needed it. The other service was only available to people as part of their support plan; and
  • In one service the phone was answered by a support worker. In the other, callers leave a message and a support worker calls them back.

More details can be found in the pdf icon consultation document [334kb].

What is being proposed

We have three proposals and want to hear views on these through our consultation. We are proposing that:

Proposal 1: The current mental health telephone support services will be replaced.

Why we are proposing this: So a new service can be set up. This will provide a consistent service available to everyone living in North Yorkshire and respond to feedback that we have been given.

Proposal 2: There will be more than one way to contact the service including telephone, text, email and webchat. The service will also be staffed by call handlers who answer the call rather than the caller having to leave a message and get a call back.

Why we are proposing this: This will allow more people to access the service in their chosen way.

Proposal 3: The service will be available out of normal working hours and at weekends.

Why we are proposing this: Feedback told us that people would like a mental health telephone support service to be available at all times. During working hours, however, people can contact their own care coordinator, their GP or organisations like MIND or the Samaritans, so it is more important to provide a service when these services are not available.

Give us your views

Please note - this consultation closed on 21 December 2014.

This page was last updated on 7 January 2015