NCT - "help" line

[Tommy]

I have just phoned this number (which I found on another thread - thanks very much )but couldn't believe the palava that's involved with trying to leave a message! Has anyone else tried? I only had one small question about breast-feeding but had to leave my name and address and the DOB of DS2, my phone number (twice), my name again and my query (which I think I left in the gap where I should have just left my number). Help! I'm not even sure if they've actually got all the information they need to call me back! Is there a secret code you can use to get through to talk to someone?

Isn't this because all the advisors are volunteers who work for no money from their own homes and usually have children of their own - ie they aren't just 'there' to talk to, but will call you back when they can.
If you post your query here someone may be able to answer faster.

Thanks aloha - they called me back (I'm amazed that they ever understood my query!). I have looked at lots of threads here about my problem (DS2 want drink from a beaker or bottle, only Mummy will do at the moment) and I thought they may have more ideas than I'd already tried and heard..... but they didn't as it happens!
Thanks anyway

Tommy, I am so sorry about the palaver....you can skip the questions about name and address if you want though (there is an option to do this on the script). This is asked for because of two reasons:

1. NCT want to be able to show sponsors and future funders that the line reaches a wide range of mothers (postcode analysis can be done on the data)

2. You can be sent information about NCT and your local sources of support.

You don't need to leave your phone no. twice. I am not sure why you did this, but I know it is possible to be confused about the info you are asked to leave.

The message you leave is heard by a breastfeeding counsellor who then calls in from her own phone and picks up the messge. She doesn't hear the name and address bit - that goes to a message centre which does all the data capture.

Most calls are answered directly in person without you leaving a message (though all callers are invited to leave name and address first, for the two reasons above) and you don't have to leave a message to be called back. When there are no volunteers covering your area to answer the call, and the duty counsellor who has agreed to cover this situation is herself busy, then you will be invited to leave a message.

Yes, all the calls are answered by volunteers in their own homes, in their own time.

I know this seems complex, but in fact the service is better than having someone's phone no, ringing it and not knowing if it is not answered if the counsellor is on holiday or when she will be back.

It compares pretty well to professionally-paid for call centres, and also to the efficiency of calling your midwife or health visitor, but the ideal would be an instant response for everyone without the wait. I think this is always going to be impossible with a volunteer service, though. You can leave feedback about the line by calling the number again and dialling whatever no. the script asks you to dial for feedback.

The latest figures for the NCT breastfeeding line show that 36,000 callers used it in the past year. So it is pretty well-used. I don't know of the stats for the other helplines, but they should be added to that. The counselling service doesn't cost callers a penny - and as you say, you did get a call back and pretty quickly, too

I hope the counsellor suggested you ring enquiries at NCT 0870 444 8707 and ask for the factsheet on bottles for breastfed babies, but maybe you really have tried everything!

Thanks tiktok - she didn't suggest the fact sheet. Will there be anything on there that I haven't read anywhere else (including on MN?) She was very nice and helpful actually and suggested I gave it a rest for a few days before trying again with the beaker. A good idea that I hadn't really thought of. Little bugger bit me and drew blood later though

Just realised I have contradicted myself in 2 posts - daft girl - must be the sore boobie!

I commiserate as I had horrendous problems weaning dd2 off the boobs - she wouldn't take from a bottle or beaker - I ended up breastfeeding for 21/2 years ( makes me wince to think about it but she's a wonderful happy 7 yr old now).
I phoned the breastfeeding councillor who was wonderful. She suggested letting someone else offer the beaker/bottle while I went into the garden - the room next door won't do - didn't work for me but might for you!!!

My experience with the NCT helpline was not happy and I wouldn't use it again. Not because of the advice given - which was good and prompt - but because of the very messaging service that you describe Tommy. I was just home with new baby, milk coming in and all over the place with tears 'n' hormones... tried to leave the appropriate messages at the appropriate times and was treated to a playback of my own sobbing voice snufflng its way through pathetic pleading "...and it HURTS..."

This really embarrassed me and I thought how insensitive a system it was considering the number of callers who are likely too call out-of-hours, in distress.

TBH spots, the first message did say "If you are in distress and want to speak to someone urgently, press this button or whatever it was. I wasn't actually distressed at the time (although I was a bit stressed by the end ) but I diodn't think it was very helpful - partiocularly from the NCT - it was the sort of thing I'd expect from a bank!

I wish there was a perfect system...spots, that's horrible and I hate the idea you felt embarrassed...I am really sorry. The reason the message is played back is because we had two years of a system without this, and we occasionally lost callers because they did not leave the correct phone no, or the phone no. they left was not decipherable. It was felt that these mothers would not even know why they hadn't been called back. Giving them the chance to hear their phone no. and correct it if necessary has reduced this happening to almost nil.

But it may be that we only need this option on the phone no. bit of the message.

I don't understand your point, Tommy,,,,,if a mother needs to speak to someone straight away, what would be the right choice of words?

It's not to do with insentivity, believe me.

I sympathise completely with the palaver of the NCT line. When I left my message I mumbled/joked something to the effect of 'well, ds is going to be 8 years old by the time I get through all these questions". Anyhow, I got some sterling advice and the counsellor asked me if I'd be willing to speak to a supervisor about the hoops you have to go through before you leave your message. Anyway, a supervisor did call back and I gave her my feedback and she explained the rationale behind the hoops.... and I never ever did receive the bumpf about my local NCT, so it was pretty pointless really!

That's no help to you whatsoever though. My ds won't take a bottle. He will from his dad but will only take 1oz, just enough to stave off hunger. I've spoken to lots of mums about this and the consistent piece of advice I get given if nothing else works is to go away for 24 hours .... cold turkey. I just can't bring myself to do that. I can go out for the day and it doesn't bother ds, he just makes up for it when I get home and has a feeding frenzy. He's 7 mos BTW. I do know of mums who do this and who work.

Ignore my last paragraph, I was getting this thread and the other one confused.

Tiktok - I think my point was that it was GOOD that they said that! If you are distressed you don't have to go all round the houses, leaving messages but that you could be put through to someone straight away. That bit was helpful and I was impressed by that but since I wasn't distressed at that moment I thought I'd better do the other option as they may well have been someone more needy than me trying to get through. It was the rest of it that I found unhelpful although I do see your point about all the missed messages and stuff. I think next time, I'd know and I wouldn't be so thrown by it all. {smile]

Oops - meant to be