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Managing Loneliness project
This pilot is now closed, but Childline is still here to support you any time.
On this page
About the service
Between December 2022 and March 2023 Childline and the NSPCC piloted a new service to offer young people support from a befriender. You might have been contacted about it during that time.
The pilot is now closed, but Childline is still here to support you. You can talk to a counsellor any time.
How it works
Anyone who took part in the pilot will have been offered up to 11 sessions with a trained befriender, either once a week or once every two weeks. These sessions focused on developing skills to manage emotions around loneliness.
The pilot ran on Childline but was different to speaking to the Childline counsellors. Sessions were online using Childline’s 1-2-1 chats.
Will it be confidential?
The pilot will have the same confidentiality promise that Childline does. That means we’ll only tell someone else if:
- you ask us to
- we believe your life or someone else's life is in danger
- you're being hurt by someone in a position of trust who is able to hurt other children like a teacher, religious leader, sports coach, police officer or doctor
- you tell us that you're seriously hurting another person
- you tell us about another child who's being hurt and is not able to tell someone or understand what is happening to them
- we're told we have to by law, for example for a court case.
Our confidentiality promise will apply to anything to do with the pilot, including during the sessions and any of the forms you fill out.
Helping us improve
We want your help to make sure this service can be the best for young people in the future.
During and after the pilot we’ll want to ask your feedback on how it’s going. We’ll want your views on what’s worked well, anything you didn’t like and what could be changed in the future.
We’ll ask for your permission to collect feedback when you join the pilot, but you don’t have to give it if you don’t want to, and you can change your mind any time.
If you want us to, we’ll also keep you updated on how we use your feedback after you’ve finished your sessions.
Frequently asked questions
Can you talk to my parents, carers or other professionals?
If you have been introduced to the service by an adult in your life, we will only tell them that you are attending your sessions and making progress. We will not share anything you have told us in your sessions.
If you were not introduced to the service by an adult in your life, we will not share anything without your consent.
There are some situations that your befriender might need to pass on information to keep you safe. You can find out more about this on Childline’s confidentiality promise.
What is a befriender?
A befriender is a trained volunteer or Childline worker who offers companionship and support to someone feeling isolated and lonely. They are there to help you make changes in your life to improve how you are feeling.
They may share some interests with you which makes is easier to relate with them. They will only contact during the agreed times through your Childline online account.
Can I stop the sessions if I don't think they are helping?
Yes. If you change your mind or you do not feel the sessions are helping, you can withdraw your consent for this service at any time by informing your befriender. We will ensure the work is ended in a way that is suitable for your needs.
What do I do if I can't make it to my appointment?
If you know in advance that you can’t make one of your weekly sessions, tell your befriender when you next speak to them. It is ok to miss a session and move it to the following week, or you can either agree an alternative day/time that suits you.
If you can’t make a session at the last minute, just send us a message from your Childline account to let us know. We can then offer you an alternative day or time for that session or move it to the following week.
What happens if I don't get on with the person I chat to?
If you think you are not getting on with your befriender, send us a message from your Childline account, we’ll work with you to understand what might be happening and explore the possibilities of pairing you with someone else. We will try our best to match you with someone that works for you, but we may also have to take the decision that the service may not be right for you if our attempts do not work.
What's the difference between this and contacting Childline?
Childline is available to speak to you about anything, any time. With this new service you’ll get support with how you’re feeling by having regular, planned sessions for a set period of time to help you find your own ways of coping with loneliness.
Can I keep speaking to my befriender after the sessions have been completed?
We hope that everyone feels supported by their befriender however it won’t be possible to continue speaking with them after your sessions have ended.
Can I keep using Childline?
Yes, you can still speak to Childline as you normally do.
Your notes for this pilot will be kept in the same place as when you speak to Childline, but counsellors at Childline won’t look at what you’ve said to your befriender unless you ask them to, or they’re worried about your safety. Your befriender will know that you’ve spoken to Childline but won’t look at what you’ve said to the Childline counsellors unless they need to keep you safe.
Can I tell my friends about this and can they speak to you?
While we pilot this service we will not be able to speak to other people. But your friends or other people will still be able to speak to a Childline counsellor any time.
What kind of information will you record?
We will keep notes on the discussions you have with your befriender, and we have a responsibility to keep all your personal information safe. You can read more about how we handle your personal information on the Childline Website.
Can I get access to the information you record?
You can ask for a copy of any personal information we have about you. This is called a ‘Subject Access Request’ and you can find the details on ‘asking for a copy of your records’ on the Childline website.
How can I make a complaint?
If you want to make a complaint, we want to hear it so we can think about how we might do things better. There is a choice of ways you can tell us your complaint and you can find the details on how to do this on the Childline website.
