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Being a parent or carer to a child or young person can often be difficult without emotional support and guidance there to help. Many parents feel confused by what information is available or struggle to access services close to home.

Our free FamilyLine Service tackles these issues in a new and innovative way by using a network of ‘virtual’ volunteers from across the country to support parents and carers through telephone calls, email and text message.


The service aims to:

  • Provide both immediate and long term support
  • Help with practical information and guidance
  • Provide emotional and listening support
  • Help with understanding and accessing relevant services and information
  • Provide regular one-to-one befriending support to parents feeling isolated

How it works

We use a team of trained volunteers with the knowledge and experience of parenting issues to support parents and carers via telephone, text and email.

We are here to provide a listening ear, answer those particular parenting questions or help with guidance around more complex issues. We can also provide longer term support through regular sessions with our befrienders and counsellors. All via telephone, text message or email for free.

How to access the service

Any parent or carer from anywhere in England and Wales can get in touch with the service for free via telephone, text message or email, using the below details.

Opening times:

Monday to Friday 6pm-10pm

Saturday and Sunday 10am-1pm

Telephone: 0808 802 6666

Text message: 07537 404 282


Volunteer with this service

Want to help us make a difference to the lives of parents and carers? Find out more about the different ways you can volunteer by telephone, text message and email with our National Parent Support Service below.

Parent Helpline Volunteer – the first point of contact for parents and carers accessing the service, providing a range of immediate support as well as signposting callers to our volunteer virtual befrienders.

Virtual Parent Befriender Volunteer – providing one to one weekly support sessions to parents and carers, focusing on practical parenting information, listening and emotional support.

Virtual Expert Volunteer – providing our virtual befrienders and parent helpline volunteers with the information and expertise they need in key areas such as health, education, housing, social care, legal etc. to be able to help parents more effectively.

Virtual Counsellor Volunteer – Providing 6-8 sessions of counselling and more in depth support to parents and carers referred to them by other service volunteers.