Helpline Service User
I am completely blown away by the unexpected support! I am most grateful for you and am overwhelmed. I will appreciate all support and information! It is heart-warming to know there are people so caring and so customer focussed. Mermaids and its stakeholders are extremely fortunate to have such a caring figure in their organisation.”
Support when you need it
Mermaids provides a helpline and web chat service supporting transgender people as well as offering support for parents of trans kids.
As well as support for transgender people up to the age of 20, and support for families, our helpline team are there to answer queries from professionals involved in their care, such as teachers and social workers.
The helpline and web chat service offers emotional support, a gateway to the parents and teens forums, information about current legislation and protections under the law, plus signposting to the training and legal departments, as well as resources.
The helpline is covered by trained staff and volunteers who will aim to answer your call or web chat between 9am and 9pm, Monday to Friday.
We also have a queuing system when we are busy and if you are in a queue you will be responded to as soon as an operator is free.
A day in the life of a Helpline Service Officer
“There are a lot of strands to the work Mermaids does too. From the campaigning work of the Legal and Policy team, to the advocacy work of the Communications team. When everything comes together it’s harmonious. Taking that first call at the start of my shift, I like to think each department has something to offer.”
The Helpline Service has seen a year-on-year demand for support. All contacts are responded to by a highly trained team of staff and volunteers, who cover the service in shifts each weekday from 9am to 9pm. With the continued increase in demand, we recruited new Helpline Service Officers during 2020 – 2021 which means there are now 10 salaried staff members on the team.
The team have given support on over 31,000 calls, emails and chats in the last year
“Once when I was in a dark place, I called their helpline. The person I spoke to was incredible. They just listened to me spill my heart out and never once judged me or tried to play down my experiences.”
Volunteer with our team
We couldn’t offer the support we do without a team of amazing volunteers and we are always on the look out for new people to join our team. However, we are not currently accepting volunteer applications for the helpline service, but you can find out more about the role by clicking below. Watch this space for when we open up for applications again!
Chat online with a trained operator
Open from 9am – 9pm Monday to Friday
Are you in a crisis?
Do you need help?
text MERMAIDS to
for free 24/7 crisis support all across the UK.
All texts are answered by trained volunteers with support from experienced clinical supervisors.