NetLine FAQs

What is NetLine?

NetLine, very simply, is an internet-based support service for anyone affected by a gambling problem. It's like our Telephone HelpLine - but online!

Please note that currently some mobile devices e.g. i-phone may not be suitable for using the NetLine. Please use another internet connected device or contact the helpline on 0808 8020 133.

Who can use NetLine?

NetLine not only exists for gamblers themselves but also friends and relatives, really anyone concerned about their own or somebody else's gambling.

Who will I talk to?

One of our team of trained Advisors, male and female, all working shifts to cover the scheduled opening hours respond to 'calls' on the NetLine. GamCare trains all NetLine staff in providing crisis counselling skills and in the provision of relevant information and advice. All GamCare staff have a solid and up to date understanding of gambling and gambling problems.

How does it work?

We have tried to keep NetLine as straightforward and user-friendly as possible. When you first request to connect to an Advisor you will be asked to enter a screen name. After this we will open up a 'room' where you will meet with your Advisor. All rooms are secure to ensure just you and the Advisor can enter.

Following the conversation your Advisor may provide you with a web page, unique to you containing tailored referral information. This page will remain accessible should you wish to bookmark it to return to at a later date. Or of course you can simply print a copy. We aim to answer 85% of calls as soon as they have entered the NetLine "room" and will try to minimise the number of times a caller has to reconnect due to lines being busy.

How can they help?

Your Advisor will listen to you carefully and encourage you to talk about your concerns. Sometimes just telling someone can be a relief, and is an important first step towards dealing with the problem. Your Advisor will be able to suggest ways of helping yourself to stop gambling, or if you are someone who is affected by a problem gambler, ways to support the gambler in their process of stopping, and ways to deal with the effects on your own life. Additionally the Advisor may be able to recommend additional forms of support, such as counselling or meetings that you might want to attend locally to you.

Is it confidential?

Yes. The team works to a standard code of practice, which includes strict confidentiality within the team. Advisors 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 team. We do record call transcripts for training and supervision purposes, but they are not individually identifiable. If you do not wish to have your call recorded simply tick the box when you enter your screen name and no trace of your conversation will be retained.

For further Information on confidentiality and Data protection please refer to the following documents: Data Protection Frequently Asked Questions and GamCare Information Request Form

Do i need to give my name?

We only ask that you enter a screen name - it makes it easier to talk with you! Of course, what you enter is up to you and does not need to be your real name.

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