Childline volunteers in Prestatyn praised for vital work

As part of Social Work Week, NSPCC Cymru is celebrating the work of professionals and volunteers who dedicate their time to supporting vulnerable children across North Wales.

The organisation is shining a spotlight on Childline’s Prestatyn base, where a dedicated team of staff and volunteers provide crucial support to young people facing difficulties.

Neil Chapman, Childline Team Manager in Prestatyn, has seen first-hand the impact of this work. A former residential social worker with a background in the motor trade, Neil first joined Childline as a volunteer in 2001, years before its merger with the NSPCC in 2006.

“I joined Childline as a volunteer at a time in my life when I was looking for a change and knew that I wanted to do something to support vulnerable young people,” Neil explained.

“Volunteering was my route into this, but I was not initially planning to work for Childline. This opportunity came as a surprise, but one that I was very pleased to be able to take up.”

Now, as a team manager, Neil is responsible for ensuring the smooth running of the Prestatyn base, managing a team of practitioners who oversee the work of dedicated volunteers.

A lifeline for children

Every day, hundreds of children and young people across the UK reach out to Childline for support. With 13 bases nationwide, along with a virtual base, the service provides a confidential space where young people can talk about their problems, no matter how big or small.

Counsellors respond to contacts via phone, online chat, and email, offering guidance and support while prioritising safeguarding. The team’s role is to listen, empower, and help children navigate difficult situations.

Neil highlighted Childline’s unique approach to confidentiality, explaining: “Childline’s confidentiality promise means that we hold a higher threshold than a local authority social worker.

“This allows young people to feel confident in sharing their experiences with us and empowers them to take steps to ensure their safety. This higher threshold brings great responsibility and sometimes complex decisions.”

Despite Childline’s commitment to confidentiality, there are times when safeguarding decisions must be made in the best interests of the child.

Neil added: “When we do this, we always aim to let them know what action we are taking and offer to support them with whatever the outcomes are.”

The challenge of meeting demand

Alongside his role in Prestatyn, Neil also works at a national level, ensuring the right resources are in place to manage demand. He acknowledged the challenge of meeting the needs of all young people who seek support.

“My role is a challenging one, as we know we can’t meet the demand from all the young people who want to access the service,” he said.

“But it is rewarding in that we can support so many children and young people, and I get to work with an amazingly committed group of volunteers and staff.”

Social Work Week provides an opportunity to recognise the dedication of those in the profession, from social workers to volunteers, who work tirelessly to protect and support young people.

For more information about Social Work Week, visit Social Care Wales. To learn more about the NSPCC’s work, visit NSPCC.