MWN Helpline Evaluation 2016

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February 2017
Muslim Women's Network UK set up a national faith and culturally sensitive service in January 2015.  Year 1 evaluation for 2015 can be found here. In January 2016, the helpline hours increased from 3 mornings to 5 mornings a week.  In August 2016, the service began to operate all day (10am to 4pm) Monday to Friday.  Year 2 of the helpline has also been evaluated and can be downloaded here. Key findings included:
  • We received 1807 contacts (phone, email, texts etc) and there were 583 beneficiaries
  • We were contacted about 39 different issues
  • Top five issues included domestic violence, mental health, divorce, relationships and housing / homelessness
  • Other significant issues included honour based violence, forced marriage, immigration, and marriage 
  • Most (76%) contacted helpline about themselves
  • Third sector and professionals (11%) and friends / family (11%) also called on behalf of others    
  • 68% of the callers also had a second underlying issue in addition to the primary reason for calling helpline
  • 28% of the callers were experiencing three issues for which they needed help and advice
  • In 17% of calls the police were involved and in one third the helpline involved the police
  • In 8% of calls the social services were involved and in just over one third the helpline involved them
  • Although calls were received from over 60s and under 18s most callers were in their 20s, 30s and 40s
  • The ethnic background of the callers varied but those of Pakistani background were the largest group
  • The callers were from across the country with most from London (24%) and West Midlands (25%)
  • 14 new indicators were introduced in 2016 e.g. 37% were better informed of support available
The report can be downloaded above.


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