.png)
Support & Wellbeing Line FAQs
The Carers Grants Project provides financial support to unpaid carers for essential items or services that improve wellbeing and make caring easier. Grants are funded by local and national charitable organisations.
Who can use the Support & Wellbeing line?
This is a service for all carers registered with Camden carers, you can register if you are an unpaid carer, over 18, who lives, works or studies in Camden, or cares for someone in Camden.
What are the wait times for a call back?
We aim to respond to all queries within 10 working days, depending on our capacity at the time. If the support you need is urgent, please provide as much detail as possible and we can prioritise a call back.
What if I need urgent help?
Please let us know what you need, we will consider your circumstances and prioritise a call back if urgent – for less urgent calls, wait times may be longer.
If you or the person you care for is in hospital and/or is being discharged, we will prioritise your call back.
If your query alerts us to any urgent need or risks, we will treat this as urgent and may need to share concerns as per our safeguarding policies.
For situations that are particularly complex, we can consider allocating a specialist caseworker to support you.
What if English is not my main language?
We use a service called Language Line, who provide interpreters in over 200 languages. This means that we can always support you, no matter what language you speak.
How can I be contacted?
We can off you support by telephone, email or offer you an in-person meeting, depending on your preference.
What day or time will you get back to me?
Please let us know if you need a call back at specific times or days and we will try our best to call at a time that you prefer. Our support line is open Monday to Friday 9.30am-4.30pm and we offer an evening service for later calls on a Wednesday between 5-7pm. We are closed on the weekends.
Can I speak to the same person?
Support & Wellbeing line calls are made by a team of staff who work on a rota – therefore we cannot always offer calls with the same person. Our team records accurate notes of calls and any team member calling back will know the context of your recent call and the support discussed ensuring that you do not need to repeat yourself.
What type of support can I access?
The Support & Wellbeing Line is the gateway service to access all other parts of Camden Carers.
Our team of trained support workers can give you information, support and practical advice tailored to your needs as a carer.
We offer emotional support to help you manage your caring role and we can refer you to other internal services like counselling, Health and Lifestyle consultations or employment support.
We can also provide you with information about external services that are relevant to you/your caring role - these could be local or national organisations that are run by other charities or statutory services.
What support is Camden Carers unable to offer?
We are unable to support with legal enquiries, benefit enquiries, housing issues or give medical advice.
However, we can signpost or refer you to local organisations that can help you.
How long do calls from the Support & Wellbeing Line last?
Length of calls vary depending on the needs of the carer. We can continue to offer follow up calls until you feel your issues are resolved or you’ve had all the information and advice you need.
Can I access support after my caring role has ended?
Yes, we will offer support for up to 13 months after your caring role has ended. This could be advice or information about being a former carer, dealing with bereavement or a change in circumstances or help finding external services that can help you.
Is what I tell you private and confidential?
Yes, the information you tell us is held confidentially within the organisation. We use a secure database to record the queries you ask and the advice we give you.
If you would like us to speak with other professionals involved in your or your loved one’s care, we will ask for your consent first.
However, if we feel that you or the person you care for are at risk of harm, we will have to share our concerns with the relevant professionals, as per our safeguarding policy.