Whether it's helping an elderly blind woman claim an extra £50 a week in benefits or making sure a partially sighted caller doesn't end up homeless, the Royal National Institute of Blind People's (RNIB) Group helpline is a vital source of advice and information to thousands of people every year.
On the 25 January 2012 RNIB will lift the lid on calls received to the helpline by sharing a selection with its 7,000 plus twitter followers. In 100 tweets RNIB will aim to give a glimpse into the varied and sometimes unexpected calls dealt with by our helpline staff.
Phones to rights
Enquiries include advice on the best mobile phones currently on the market to what a person's legal rights are when visiting a local restaurant with their guide dog (for further examples, see notes to editors).
Enquiries frequently come from concerned friends or family of a loved one who has been newly diagnosed with sight loss. Often they'll want to know more details about an eye condition and to chat about what the future holds. Whatever the enquiry, it's all in a day's work for RNIB's helpline staff.
Duvets?
However, calls can sometimes be a bit more light hearted. A man recently called requesting only to be sent Talking Books which have a nice ending and a woman called asking where she could buy a duvet cover.
The helpline, via phone (0303 123 9999), email (helpline@rnib.org.uk) and letter receives around 330,000 enquiries each year and is open five days a week - a total of 2,231 hours per year.
Support to tens of thousands
Andy Barrick, RNIB Head of Membership and Info Services, said: "The RNIB Group helpline offers advice and support to tens of thousands of people each year. Callers are not just blind or partially sighted people but can be friends, family, employers or other professionals. Often people call the helpline upset or frustrated, not knowing where to turn for support. We aim to help no matter what the query. Sometimes it's an issue RNIB can resolve, but we also signpost people to other services or sources of advice."
Case study:
At 19, Jill was at the threshold of her career, and the rest of her life. Then she developed diabetic retinopathy, and in a matter of weeks, she had lost her sight.
The effect of her sight loss was terrifying and devastating. Jill didn't know where to turn. Like many of the 100 people who begin to lose their sight every day, Jill found it hard to find the right information to help her, which was really frustrating.
"It was easy to feel isolated. And it was very hard to get information," she said.
Jill contacted RNIB's helpline and staff helped her to find the right appliances to help around the house. The advice team suggested products that would help her continue her education and become more independent.
She added: "The helpline is invaluable. There are so many times I've used it, for so many different things. It's brilliant that there's someone at the end of the phone who can say 'this is the person you need to talk to, they'll be able to help you out.' "
With RNIB's support, Jill excelled at university. Not long after graduation, she secured a job at RNIB's Insight Radio. Now confident and successful, Jill reaches out to thousands more blind and partially people, through her work at the station.
The helpline services cost RNIB Group £1.5million per year to run. Without it we couldn't help people like Jill. Please donate today at www.rnib.org.uk/jill
Follow us at #RNIBinaday from 8.45am tomorrow (25 January, 2012) and learn about a typical day in the life of RNIB helpline.
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Notes to Editors:
For more information or to arrange interviews contact Emma Mercer, RNIB Senior Public Relations Officer, on 020 7391 2085 or emma.mercer@rnib.org.uk. Out of hours call 07968 482812.
All tweets will be totally anonymous and not reveal any personal details.
RNIB Group helpline provides support, advice and products from RNIB and Action for Blind People, all from a single number.
Below is a sample of calls received last week:
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Caller wanting to pay their TV licence. Gave advice on concessions available to blind and partially sighted people and gave number for TV Licensing
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Blind woman called for advice on employer discriminating against her. Our legal rights team to give specialist advice
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Email from employer wanting support to help employee return to work after sight loss. Local team helping
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Person called for info on benefits for blind mum. We were able to find potential extra £49.30 a week
About RNIB
Everyday around 100 people in the UK start to lose their sight. There are around 2 million people in the UK with sight problems. RNIB is the leading charity working in the UK offering practical support, advice and information for anyone with sight difficulties. If you, or someone you know, has a sight problem RNIB can help. Call the RNIB Helpline on 0303 123 9999 or visit www.rnib.org.uk
About Action for Blind People
Action for Blind People is a national charity with local reach, providing practical help and support to blind and partially sighted people of all ages. Our close relationship with RNIB enables us to provide a unique combination of complementary strengths and expertise to help an ever increasing number of people with sight loss. If abbreviating "Action for Blind People", please use "Action" rather than AFBP or ABP. Contact Action for Blind People at www.actionforblindpeople.org.uk or through the RNIB Helpline 0303 123 9999.