Review of the Scottish Helpline for Older People
The Scottish Helpline for Older People (SHOP) is a telephone helpline service and website for older people (aged 50 and over), supported by a Consortium committed to improving the delivery of information and advice to older people. SHOP was established in 2004. The majority of its funding comes from the Scottish Government. The helpline is managed by Age Concern and Help the Aged in Scotland (ACS). Currently there are five full-time members of staff and four part-time volunteers providing the helpline service. The study was undertaken between June and September 2009. It involved a desktop review; consultations with members of the Consortium, staff and volunteers working for the helpline, a sample of service users and a selection of organisations representing older people not using the service. This report identifies the current and emerging context in which SHOP is operating, its achievements to date, together with the views of a range of stakeholders. It makes recommendations for strengthening the service in the short term and considering how best to provide a helpline service for older people in the longer term.
