Launching our Live Chat Service
Here we share what you need to know about our Live Chat Service - launching 22nd October 2019.
When is the live chat online?
You can speak to one of our advisors every Tuesday, Wednesday, and Thursday between 1pm-4pm.
How do I start a live chat?
You can start a live chat with our advisors by clicking the green button on the right-hand side of every page on our website. When the green button says 'online', you can chat directly with one of our advisors.
What kind of advice can I get through the live chat?
Our advisors can provide you with advice on:
- Information about HIV, hepatitis C and sexual health services and support
- Information about HIV or hepatitis C
- HIV and hepatitis C treatment
- Help navigating our website
Our advisors can also refer you to our Waverley Care support services. If you would like our advisors to refer you to our support services, they will ask you for a name and contact number or email address. You can provide us with any name, and you can choose whether you would like to provide our advisors with your contact number, email address or both - whatever works best for you.
Will I be chatting with a real person?
Yes! When our chat button says 'online', our team of advisors are online and ready to answer your questions.
When will I receive a response?
When our Live Chat is 'online', our advisors will respond to you within a few minutes.
Can I still send a message when live chat is offline?
Yes! If you send us a message through our Live Chat when the green button says 'offline', our advisors will receive your message and respond to you as soon as possible. Our opening hours are Monday-Friday 9am-5pm. That means if you send a message outside these hours you will not receive a response until our advisors are in office.
Can you help me in an emergency or crisis?
If you or someone you know needs urgent help with an emergency or crisis, contact emergency services on 999 or go to your nearest A&E. Find out where your nearest A&E is here.
Can you give me support through the live chat?
Our live chat is there to support you with HIV, hepatitis C and sexual health.
If you need emotional support or someone to talk to about other issues, you can get support in the following places:
- For support and advice with mental health and suicide, call Samaritans on 116 123. This helpline is free and open 24 hours a day. You can also get in contact with Samaritans by emailing email@example.com
- For support and advice with mental health, call Mind, the mental health charity on 0300 123 3393 from 9am to 6pm, Monday to Friday (except for bank holidays). You can also get in contact with Mind by emailing firstname.lastname@example.org or texting 86463
Domestic Violence and Forced Marriage
- For support and advice with domestic violence and forced marriage, call Scottish Domestic Abuse and Forced Marriage Helpline (SDAFMH) on 0800 027 1234. This helpline is free and open 24 hours a day. You can also get in contact with SDAFMH by emailing email@example.com or chat with them online here
- For support and advice with domestic violence for women and children, call Scottish Women's Aid's helpline on 0131 226 6606. You can also get in contact with Scottish Women's Aid on firstname.lastname@example.org
Refugees and Asylum Seekers
- For support and advice for people who are refugees or asylum-seeking, call the Scottish Refugee Council's telephone advice service on 0141 223 7979
- For support and advice for people who are refugees, asylum-seeking or vulnerable migrants, call the British Red Cross on 0344 871 11 11 or email email@example.com
- For support and advice on asylum-seeking, call Migrant Help's free helpline on 0808 8010 503 or by emailing firstname.lastname@example.org
Alcohol and Drugs
- If you are concerned about someone's alcohol or drug use, call Scottish Families Affected by Alcohol and Drugs's (SFAD) helpline on 08080 10 10 11. This helpline is free and open from 9am-11pm, Monday-Friday You can also get in contact with SFAD by emailing email@example.com
- If you are concerned about your own drug or alcohol use, you can get in contact with Addaction through their live chat here. The live chat is open from 10am-4pm and 6pm-9pm on weekdays or, 11am-4pm on weekends
Rape and Sexual Violence
- For support and advice for anyone affected by sexual violence, call Rape Crisis Scotland's helpline on 08088 01 03 02. This helpline is free and open from 6pm-12am every day. You can also get in contact with Rape Crisis Scotland by emailing firstname.lastname@example.org
- For LGBTI+ support and advice, call LGBT Health and Wellbeing's helpline on 0300 123 2523. This helpline is free and open every Tuesday and Wednesday between 12pm-9pm. You can also get in contact with LGBT Health and Wellbeing by emailing email@example.com
- For LGBTI+ support and advice for young people, call LGBT Youth on 0131 555 3940. You can also get in contact with LGBT Youth by emailing firstname.lastname@example.org or through their live chat service here
- For victims and witnesses of crimes, call Victim Support Scotland's helpline on 0800 160 1985. This helpline is open every Monday to Friday between 8am-8pm