Sandwell Childrens Trust


Sandwell Children’s Trust, headquartered in Oldbury, West Midlands, UK deliver children’s social care and targeted services to support children, young people and their families in Sandwell. As a result of the recent COVID-19 pandemic, Sandwell needed to find an alternative way for their social workers to continue delivering social care as well as providing support and training for foster carers and new adopters while working from home.


When Sandwell approached Babl to facilitate they had a very strict criterion, they needed something in place very quickly that they could begin utilising straight away in the Sandwell community and most of all it needed to be secure since they were dealing with minors and discussing sensitive and highly confidential information. Their frustration was that they couldn’t find a platform they could trust to handle the sheer volume of calls they were likely to be having daily and most providers were not flexible with their payment options with Sandwell not wanting to pay large upfront costs given the uncertainty and unpredictability of the recent lockdown period.


Babl created Sandwell their own instance of the platform that could be used internally and externally, on a 1-2-1 basis or for group interactions. Because they needed to act fast, the Babl team set up different support staff with their own rooms very quickly and since the solution was simple in design and usability, it required very little training or uptake time for Sandwell’s employees. Jackie Holley, the Change Project Manager had this to say about implementing Babl, “The support from the online team there has been fabulous with quick responses to all queries, this allowed us to execute quickly and frictionlessly.”

The solution would provide maximum accessibility for younger people and children of tender ages and different abilities accessing the service, features like dial-out became very important as did call recording to recap, review and monitor the services being delivered. Michelle Hicken, Business admin Supervisor spoke about the ease of the system and using call recording, “The calls have worked effectively to support staff at home with caring responsibilities as the recording option is there! Making life easier”

A big part of the solution involved an abundance of security options such as lock call where they could prevent calls from being intruded and they also limited access to key data by ensuring only some people had access to web portals, most staff were just given room numbers and PINs to use and the staff that did have portal access were set individual user permissions to control what data could be seen internally and by who.

The solution provided to them at a competitive price due to them being a community-based organisation and were given the option of pay-as-you-go (PAYG) basis, this was in line with their desire for flexible payment options. Jackie Holley continues, “We wouldn’t have been able to run our service so cost-effectively without the conference call facilities throughout lockdown.”