HelpLine FAQs
Who will answer the phone?
A team of experienced Helpline Advisers both male and female, who have undertaken a GamCare training programme which equips them with telephone and counselling skills to answer Helpline calls.
Between midnight and 8am your call will be answered by a message taking service operated by an external agency. We are not currently able to fund GamCare advisors to answer call between these hours. If you leave a message with your name and address details clearly, we will send you an information pack. We are not able to call you back.
How can they help?
The Adviser will listen to you carefully and encourage you to talk about your concerns. Sometimes just telling someone can be a relief, and it is an important first step towards dealing with the problem. If you wish to address the underlying issues which drive you to gamble more than you want, the adviser may be able to help you do that too by putting you in touch with a local face to face counsellor if there is one in your area. If you are affected by a problem gambler, the adviser can suggest ways you can support the gambler and help them to seek help themselves if they are willing as well as ways to deal with the effects of their gambling on your own life.
Can I leave a message?
If all the advisers are busy, or you call between midnight and 8am, you can leave a message including your name and address details clearly, and we will send you an information pack. We are not able to call you back.
How often can I call?
You can call the HelpLine as often as is useful and take as much, (or as little) time as you want to discuss your concerns. Some callers call just once in a crisis and get what they need right then, and others may require more and support to help them to manage their gambling.
Is it confidential?
Yes. The team works to a standard code of practice, which includes strict confidentiality within the team. Advisers need to discuss their work with their supervisor, and may need to pass information to their colleagues, but no information about callers is disclosed to third parties outside the GamCare counselling team without your express consent.
Great care is taken with any notes made, and these are either shredded or kept in a secure locked filing cabinet. Information about your call will be stored on a secure computer database, if we have your consent to do so.
Do I need to give my name?
No. You need not say who you are at all, but you may wish to do so. If you want an information pack to be sent you then of course we need your name and address for that purpose. This information will be stored on a secure database.
Who will know the telephone number I am calling or calling from?
The HelpLine number you have called may appear on your telephone bill if it is itemised. Also if someone else uses the last number redial function on your telephone that will call us again. We recommend that you find somewhere quiet and private to call from if you want to discuss personal matters in depth.
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