What support looks like

As a small team who support hundreds of families each year, IAS Bolton try to deal with all requests for support as soon as practically possible. However, this sometimes means support, information and advice being provided in different ways for different families.


When you contact us on the phone, if we are very busy or with other families, we may ask you to leave your details. You will then receive a text from our service asking you for more information about your query. This allows us to allocate you to the best officer to deal with that query and to determine how urgent you need us. It might also be that we can help you by text instead of waiting for a call. All enquiries will be allocated to a named officer and support provided, at the very latest, within one week.


It may be we can give you the help you need by email, text, or by referring you to our drop in's or workshops. Sometimes this is quicker and easier than waiting for a face to face appointment or call that you may not need. We respond to all email and text based queries within 24 hours, so your guaranteed a reply very quickly.


Sometimes, we may need to see you in person at our office. If we feel this is needed, we will offer you an appointment within one week.


If you need us to attend a meeting with you at school, we ask you liaise with us for suitable dates so we can ensure we can attend. Otherwise, we might struggle to attend, and/or require up to two weeks notice.


For a chat with us on our advice line, if you call and leave a message, we will allocate you to an officer who will schedule you a telephone consultation within that same week. 


As a general rule;


1. Requests for phone call appointments will be completed within the week.

2. Requests for a face to face appointment will be completed within a week.

3. All emails will be responded to within 24 hours.

4. All text messages will be responded to within 24 hours.

5. All requests for our attendance at a school meeting require the officers involvement to secure a date but in all cases usually need two weeks notice.


image53