Bridgend Voice & Choice is a helpline to support people to be heard, understand social services, and get the right support to stay independent.

Bridgend Voice & Choice is a helpline service for those ages 18+, living in Bridgend County Borough, and eligible to access social services.

The helpline can help people to get to the right social service, make sense of their options, understand thier situation, and have someone to speak for them and advocate on their behalf.

Bridgend Voice & Choice can: 

• Look at personal social care and support needs and the options available to people
• Give people information and help to find the right services to meet their needs
• Help users to understand information and conversations
• Support them in making choices
• Find an Independent Professional Advocate (sometimes called an IPA)
• Listen to users
• Speak on their behalf

What was the problem?

Following guidance from the Welsh Government’s Golden Thread Advocacy Programme, Bridgend Council Borough Council wanted a way for people in Bridgend to access independent advocacy. 

The idea was to help give vulnerable people, and those who are supported by social services, more of a voice to express their views.

They wanted to develop a first port of call for anyone who needs an ‘advocate’ to represent their opinions and stand up for their rights.

Our approach

Various organisations have come together to create Bridgend Voice & Choice, including Bridgend County Borough Council, Mental Health Matters Wales, People First Bridgend and the Golden Thread Advocacy Programme.

ProMo Cymru supported this partnership to establish a dedicated helpline which can be called by the public on 0808 801 0330. The helpline is available from Monday to Friday, 9am – 5pm.

ProMo Cymru employs trained Helpline Adviser Advocates to work on the helpline. 

As part of this development, ProMo also created a website and marketing materials to promote the service to those who may benefit. 

Outcomes

Bridgend Voice & Choice has made a significant impact on the lives of individuals in Bridgend County Borough.

Since its inception as a one-year pilot in 2017, the service has grown to become a vital resource for the community.

As of August 2024, we have supported 706 individuals, demonstrating a clear need for independent advocacy in the area. Our focus on connecting people with the right support has led to 1,116 referrals to Independent Professional Advocates.

By providing a dedicated helpline and advocacy services, we have empowered individuals to:

• Access essential support: We have helped people navigate complex social care systems, ensuring they receive the assistance they need.
• Understand their rights: Our service has equipped individuals with the knowledge to assert their rights and make informed decisions.
• Find their voice: We have provided a platform for people to express their needs and concerns, leading to improved outcomes.

Bridgend Voice & Choice continues to be a cornerstone of support for the community, and we are committed to making a positive difference in the lives of those we serve.