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Frequently Asked Questions

Here's some questions we often get asked...

What if the family need emergency help now?

The Changing Lives Derby and Derbyshire Service isn't a crisis support service.

If you need urgent support for: - children living in Derbyshire telephone 'Starting Point' (during office hours) on 01629 533190 who will transfer your call to you local area office or your involved worker or 'Call Derbyshire' on 01629 532600 (out of office hours)

  • for children living in Derby City telephone the Initial Response Team (during office hours) on 01332 641172 or 'Care Line' (out of office hours) on 01332 956606.

They provide an emergency out-of-hours countywide social care support between 5pm and 9am Monday to Friday and 24 hours per day during weekends and bank holidays.

This service is available for the public and agencies to access a range of social care staff for adults or children in need of social care. If you use these numbers in an emergency, there is also the option to speak to an out-of-hours worker.

Is the service confidential?

The support is confidential between the child / young person and worker.

At the beginning of support this is explained in detail and discussed to ensure everyone is clear.

If there are safeguarding concerns then we would need to speak to other agencies and this will always be explained to the child / young person. Where possible we will talk to the parent/carer/family beforehand.

What is the age range of the service?

The Changing Lives Derby and Derbyshire service works with children and young people from Birth to their 18th birthday, or their 25th birthday for care leavers or young people with Special Educational Needs and Disability.

What area does the service cover?

The Changing Lives Derby and Derbyshire service is commissioned by Derbyshire and Derby City Clinical Commissioning Group to deliver support to 6 Centres of Excellence and their feeder schools. For a full list of schools, please visit the 'schools we support' page.

If your school isn't covered by Changing Lives, please visit Build Sound Minds, who provide support to all children and young people who are registered with a Derby or Derbyshire GP surgery.

What if the young person doesn't want their parent/carer to know?

We can only work with children/ young people without parental consent if they are over 16 years of age.

How long can support last?

Typically, support will consist of 6 to 8 interventions.

Do you have a waiting list?

We should be in touch within five working days of receiving the referral to find out more details about the child/young person/family situation.

We then aim to see children/young people/families within 12 weeks.

Do you have to pay for the service?

No, our service is commissioned by Derbyshire and Derby City Clinical Commissioning Group, there is therefore no charge to children/families accessing the service.

Is it a counselling service?

No, Changing Lives is not a counselling service; we offer therapeutic support and interventions.

Do you have a privacy notice?

Please contact us if you want a copy of our privacy notice.

What if I'm not happy with the service provided?

We always endeavour to provide the best possible service to children, young people and their families, however if you are unhappy about the service that you have received please do get in touch and let us know. We will use our complaints procedure to resolve the issue in a confidential, fair and efficient way.

In the first instance we recommend that you speak to one of our Cluster Coordinators either in person or by phone as they are usually best placed to help resolve the issue quickly; you can also request to speak to our Children's Services Manager.

For full details of our complaints procedure see Action for Children's main website.