1. 25 years of Helplines

2. www.connectassist.co.uk 25 years of Helplines

3. www.connectassist.co.uk Samaritans 3

4. www.connectassist.co.uk 25 years of the Internet 4

5. www.connectassist.co.uk Helplines in the 80’s and 90’s 5

6. www.connectassist.co.uk jo@samaritans.org 6

7. www.connectassist.co.uk Teacherline/Teacher Support network 7

8. www.connectassist.co.uk 3-way calling 8

9. www.connectassist.co.uk Contact centres 9

10. www.connectassist.co.uk 2006 – 2007 – Smartphones & Social Media 10

11. www.connectassist.co.uk Case study: Health for Work Adviceline 11

12. www.connectassist.co.uk Growth in 11 months 12

13. www.connectassist.co.uk Turn2us 13 Institute of Fundraising

14. www.connectassist.co.uk Turn2us 2013-2104

15. www.connectassist.co.uk txtm8 15

16. www.connectassist.co.uk Tiered solution 16 Online information and advice, web chat and access to services and support One-to-one advice and support services from contact centre Face to face services provided by Area Offices, Branches and Service Centres

17. www.connectassist.co.uk Royal British Legion… for every 100 service enquiries 17 Digital platform Contact centre 62 are self-service 26 are supported by contact centre advisers RBL Area Offices 12 are assigned to the relevant Area Office 38 go to the contact centre

18. www.connectassist.co.uk Royal British Legion monthly growth 18

19. www.connectassist.co.uk 19

20. www.connectassist.co.uk Young Women’s Trust 20

21. www.connectassist.co.uk Samaritans Radar 21

22. www.connectassist.co.uk GOV.UK 22

23. www.connectassist.co.uk 25 years of Helplines