Gingerbread, the charity for single parent families

Expert advice for single parents who need it most

Our free helpline answers about 9,000 calls a year from single parents but 9,000 more go unanswered, so it's vital that the most vulnerable get through. Webchat will answer simple advice needs quickly and efficiently, freeing up expert helpline advisors to support parents with complex queries.

history Campaign has now closed

It ran from 12:00 PM, 27 November 2018 to 12:00 PM, 4 December 2018

open_in_new http://www.gingerbread.org.uk

Registered Charity in England and Wales (230750)

Check mark Match funded

Campaign target

£6,400

Amount raised

£17,806

Donations

47

    Category

    Helping

Location

  • "The advice line was essential. It‚Äôs a lifeline. I didn't have someone to talk to, to tell me 'you will get rejected [by the CSA], but carry on. [...] For me, your advice line led me to gaining ¬£11,000. You just don't know the ripple effect that your donation could have on somebody's life."

    — Victoria, single parent

  • "The advice line was essential. It’s a lifeline. I didn't have someone to talk to, to tell me 'you will get rejected [by the CSA], but carry on. [...] For me, your advice line led me to gaining £11,000. You just don't know the ripple effect that your donation could have on somebody's life."

    — Victoria, single parent

Situation

Becoming a single parent can be a time of huge anxiety and challenges: money, housing, work, childcare and contact arrangements, to say nothing of the emotional upheaval of becoming sole carer and sole breadwinner for your children. It can also be incredibly isolating. Our helpline provides free expert advice on the challenges that single parent face. We can’t answer every call, so we need to make sure that callers with the most complex advice needs get through to a specialist advisor.

Solution

We will introduce webchat as an initial assessment tool to guide single parents to tailored information for their advice needs. 67% of callers to our helpline look online first, but still pick up the phone because they can’t find what they need or aren’t sure how the information applies to them. By engaging parents earlier in webchat, we can find those callers who really need to speak to an advisor and direct those with less complex needs to tailored online information.