Multi-lingual Helpline Wales

A community journalism project designed to empower individuals to tell their own stories

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What is it?

The Multi-lingual Helpline Wales* is a national helpline delivered by partnership between EYST, ProMo Cymru, Citizen’s Advice Cymru, Women Connect First, and other stakeholders. It provides information, referral and signposting for clients to specialist advice, mainstream and community organisations. The Multi-lingual Helpline Wales is a member of the Helplines Partnership Scheme and is funded by the National Lottery Community Fund.

The helpline initially started as a 6-month pilot project in a need to respond to the disproportionate impact of the Coronavirus Pandemic on ethnic minority communities via Welsh Government's Voluntary Sector Emergency Fund.

*The helpline was formerly known as BAME Helpline Wales

As of 1st November 2021, the helpline is now open from Monday-Friday. 10:00am-6:00pm.

Our helpline advisors can help with the following:

Health
Work
Education
Housing
Welfare Entitlements
Personal Safety

EYST BAME Multi lingual Helpline (2021) Privacy Notice

You can contact us by phone on 0808 801 0720 (Freephone) and SMS text on 07537 432416.
Live WebChat also available.

Calls to this helpline are free from landlines and mobile phones within the UK and do not appear on itemised bills.

Please visit multilingualhelpline.wales for more information.

Confidentiality, GDPR and Safeguarding

The Multi-lingual Helpline takes Confidentiality, GDPR and Safeguarding very seriously. The information we take from clients will only be used in the client's best interest and we will only share your details with your permission and with trusted partners. We will adhere to EYST Confidentiality Policy and GDRP Policy. (For further details on our GDPR Privacy Notice for the Multi-lingual Helpline please follow this link). We abide by the EYST Safeguarding Policy and the well-being of our callers is of upmost importance and the centre of the support we provide. Please note that the only time confidentiality can/will be broken is if there are safeguarding concerns in line with our duty of care.

If you have questions, please free to contact us at Helpline@eyst.org.uk

Complaints

EYST and the Multi-lingual Helpline aims to provide high quality services that meet your needs. We believe we achieve this most of the time; however if we are not getting it right, please let us know.

You can highlight your concern informally to a member of our Team. If you would like to highlight your concerns in writing please complete the form below and EYST will respond in line with our Complaints Policy.

https://forms.office.com/r/zFm...

A copy of our complaints procedure can be found here

We are able to offer help in a variety of community languages. Please bring this to our attention at the start of your query and our helpline advisors will do their best to assist you. To give you some guidance, we have previously helped clients in the following languages:

Swahili
Mandarin Chinese
Arabic
Bengali
Urdu
Somali

Please see below for our information flyer available in 16 community languages:

English
Arabic
Bangla
Czech
Dari
Farsi
Hungarian
Kurdish Sorani
Polish
Portuguese
Punjabi
Romanian
Slovak
Spanish
Urdu
Welsh