0800 Phone Line Policy
The Prince's Trust provides
a range of programmes to help young people get into work, education
and training. Young people, families and agencies
can speak to a Prince's Trust advisor by ringing our
free phone number 0800 842 842
1.
What can I expect from The Prince’s Trust 0800 Phone
Line?
The Prince’s Trust advisors can:
- provide
information about The Prince’s Trust programmes
- support you to
apply for a Prince’s Trust programme
- put you in touch
with other services which may be able to help you
2.
Confidentiality
Anything discussed on The Prince’s
Trust phone line will be confidential between the caller
and the phone line service. All information will remain
confidential unless:
- the caller gives
their informed consent for the phone line service to pass on
information to a third party
Or
- a situation where
we are required by law to break confidentiality. Wherever possible
a caller will be informed of our decision about passing on their
details to third parties.
Confidentiality refers to all communication
including e-mail, letter and text.
The 0800 phone line staff have the ability to see
a caller’s telephone number (unless 141 is used prior to the call).
However this information will not be recorded without your
permission.
The service does from time to time monitor
calls for training purposes but the caller will be informed at the
beginning of the call.
3.
Equal opportunities
4.
Diversity and equality
5.
Feedback
If you have used our 0800 phone line services
recently, we would welcome your feedback, good or bad. This will
help us to improve what we do. The information will remain
confidential unless you give us permission to use your
responses.
We will acknowledge your feedback within 3 days
of receiving it, and respond to you within 10 working days.
How to provide
feedback:
You can contact the Head of Quality using the
following methods:
- phone: 0207 543 1234
- email
- online
- post: The Prince's Trust, 18 Park Square East,
London, NW1 4LH
6.
How to contact the 0800 Team for Programme
Enquiries
- Speak to a
Prince’s Trust advisor by calling 0800 842 842 option 1 (9am – 5pm
Monday to Friday)
Calls are free from all landlines but there is a
charge for mobiles. Check with your supplier first. If you ring us
from your mobile, please ask us to ring you back.
- Text “Call me” to 07983
385418 and we will call you back within 1 working day.
- Send us an email and we
will reply within 2 working days.
- Write to The 0800 Team,
The Prince’s Trust, 18 Park Square East, London, NW1 4LH and we
will reply within 5 working days of receiving your
letter.
7.
Handling abusive, inappropriate or difficult
callers
The Prince’s Trust does not expect any of
its phone line staff to put up with unacceptable
behaviour from callers, and they have the right to end the
call.