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Barnardo's Phoneline Service

Barnardo’s phoneline service helps to guide families to emotional wellbeing support via the Emotional Wellbeing Hub helpline

The Barnardo’s phoneline service is a new additional option that has been added to the Emotional Wellbeing Hub helpline to help support parents, carers and young people aged between 0-25 in Suffolk (except Waveney which is provided by Just One) who are looking for general emotional wellbeing information, guidance, signposting or self-help resources. This is a free and confidential service.

The Barnardo’s phoneline service has been commissioned by NHS Ipswich and East Suffolk and West Suffolk clinical commissioning groups to help improve early intervention emotional wellbeing support for children, young people and families in Suffolk.

Barnardo’s are working alongside Norfolk and Suffolk Foundation Trust (NSFT) and Suffolk County Council teams to help respond to families who come through to the Emotional Wellbeing Hub helpline number (0345 600 2090). 

The new phoneline service is being trialled with families.

How do I contact the Barnardo's Phoneline Service

Families can call the Emotional Wellbeing Hub helpline number on 0345 600 2090, and press option 1 to speak to Barnardo’s. (Phoneline open Monday-Friday, 9am to 5pm).

Please note Barnardo's cannot assist parents/carers calling for clinical support. If you need to make a mental health referral to CAMHS for a clinical assessment of your child or young person, you need to press option 3 when calling the helpline to speak to the Emotional Wellbeing Hub as usual.

For Crisis Support: The Emotional Wellbeing Hub helpline number (0345 600 2090) is not a crisis support helpline, please call 111 and press option 2 for the NHS 24/7 Crisis Support Line, which is available for anyone of any age.

For more information about the Barnardo's Phoneline Service, please see below FAQs.

How can the Barnardo's Phoneline Service support me?

The Barnardo’s phoneline service will respond to callers who are looking for:

  • General wellbeing information and support on common mental health issues, such as help to address stress or anxiety issues. We have a wealth of resources and links that we can send directly to parents and carers and young people so they don’t have to spend time trying to find support or information.

  • Signposting to voluntary or community support services and useful self-help resources, a range of virtual and face to face support.

  • A link to advocacy services within Suffolk.

  • A safe space to talk to a Barnardo’s worker who is committed to help callers get the right support quickly to meet the child and family’s needs.
How does the Barnardo's Phoneline Service work with the Emotional Wellbeing Hub?
  • Barnardo's is a separate organisation to NSFT (Norfolk and Suffolk Foundation Trust) who provides the Emotional Wellbeing Hub Service. 

  • Barnardo’s has worked with the Emotional Wellbeing Hub since July 2021, helping to support them by signposting families to services and support. This helped to reduce referrals on their waiting list.

  • Barnardo's was commissioned by the Suffolk & North East Essex ICB to trial a separate phoneline service with the aim of navigating families to where they can find emotional wellbeing guidance and resources to support their child or young person and improve early intervention support for families. 

  • Families who are concerned about a child or young person's mental health who need to make a referral to CAMHS for assessment must still contact the Emotional Wellbeing Hub by pressing option 3 instead on the helpline.
Does the Barnardo's Phoneline Service provide clinical advice?


As mentioned, if your query is regarding clinical specialist mental health support, is regarding making or chasing a referral, please press option 3 on the helpline to speak to a Hub practitioner.

How does the Barnardo's Phoneline Service Support Children and Young People with Additional Needs?

We will help provide signposting and guidance to ALL families and young people.


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