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Andrew Cowler is Acas helpline manager for Bristol.
Our panel: Andrew Cowler is helpline manager for Bristol at Acas.
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One author (AMcE) developed the behavioural intervention and led training, assisted by helpline managers.
· Jo Cumming is helplines manager for Arthritis Care (www.arthritiscare.org.uk).uk
"If someone goes into a catering outlet and claims that they have a dairy allergy, but then says 'Well actually, I can eat some sorts of dairy but I can't eat others,' it may give caterers the impression that food allergies don't need to be taken seriously," says Moira Austin, helpline and information manager at the Anaphylaxis Campaign.
To practise skills gained in training sessions, advisors piloted delivering the four template calls by phoning volunteers who role played quitline callers while AMcE or helpline quality assurance managers listened in to provide appropriate feedback.
Laura Higgins, manager of the UK Safer Internet Centre helpline, said: "I feel this is just the tip of the iceberg.
Dominic Bell, a manager at Macmillan Cancer Support's helpline, said it was as bad as he had known.
Dr Rosie Allister is the manager of the Vetlife helpline, as well as being a researcher at the University of Edinburgh and a vet herself.
So after my diagnosis, a period on sick leave and a very useful discussion with an advisor on the Equality and Human Rights Commission helpline, I decided to tell my managers and HR team about my MS. A hefty part of the "coming out" process, it was a great experience.
Elaine Chalmers, area manager for the NSPCC's helpline in Scotland, said effort still had to go into educating parents and children of the threat.
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