WithYou: Evaluating the role of phone lines in drug and alcohol support services

Image source: WithYou
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Turning fragile first steps into stronger support

When someone reaches out for help with drug or alcohol use, the first phone call can be a make-or-break moment. For many, it’s not just contact - it’s care.

WithYou, a national charity, offers a vital phone line service across 80 local sites. But while the service is essential, feedback suggested issues with access, response times and caller experience. With limited data, WithYou needed a clear, evidence-based view of what was really happening - and what to do next.
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What we did‍

We designed and delivered a mixed-methods evaluation that combined both breadth and depth-helping WithYou move from isolated feedback to clear evidence for change. This included:

• A national survey of staff managing the phone lines, capturing the range of systems, processes and challenges
• Follow-up team interviews, using survey insights to explore key themes in more depth
• Observation of live phone line operations at a local site in Wigan, to see what was working and where tensions lay

By working with frontline teams and observing real-world interactions, we were able to uncover not just operational barriers, but emotional dynamics that shaped service quality.
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What we learned‍

This evaluation surfaced clear, actionable insights into the way phone lines operate-and how they’re experienced by both staff and callers:

• Navigation matters: Complex automated menus often frustrated people, especially when they were distressed. Even small frictions, like pressing the wrong button, made the service feel colder and less supportive.
  
  
• Beyond admin: Phone line staff-mostly administrators-were frequently providing emotional support in addition to logistical help. The role was informal but essential. Staff wanted more training to handle these moments with confidence.
  
  
• Peer support builds resilience: Teams working in shared spaces were better able to support each other-debriefing after difficult calls and learning from each other’s techniques.

The evaluation also surfaced a strategic question: What is the role of the phone line? Is it a functional channel for triaging queries-or a care service in its own right?
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The outcome‍

The evaluation gave WithYou a robust evidence base to guide future improvements. We identified:

• Tactical changes to triage flows and call handling
• Training needs for frontline staff
• Opportunities to better safeguard both staff and callers
• A need to rethink the strategic function of the phone line within the wider recovery service

Most importantly, the work gave WithYou clarity and confidence to act. It shifted the conversation from “we think” to “we know,” helping them set priorities for change that are rooted in lived experience and frontline insight.

“This work has enabled us to move from anecdotal feedback to structured evidence around what we need to do to move forward. Working with Healthia has been invaluable as we define our strategy.”
- Stephen McCulloch, Executive Director of Marketing & Communications, WithYou

“The findings have sparked innovative ideas and will be pivotal in our approach to enhancing our service delivery.”
- Cath Hoskins, Director of Service Delivery, WithYou