Coronavirus Service Information


Important changes to our services


At Thrive we fully support the continuation of lockdown measurers in Wales however at the same time we understand that for some people not being able to access our services face to face is a barrier that could be putting placing families in unsafe and potentially dangerous positions.

It’s important to us that we can deliver appropriate and high quality services at a time where people need us most. For that reason we’ve taken the decision to make some small adjustments to the way we work.

From Monday 18th May our office will re-open offering emergency and essential appointments only.

What do we mean by an emergency or essential appointment?



An emergency appointment would be a situation where an individual would urgently need to access support and could not do this remotely. For example, where a situation at home has escalated and an individual needs to undertake an assessment to access refuge.



An essential appointment is where an individual is unable to access support remotely. This could be for a number of reasons including:


• No wifi, mobile phone or other IT source

• No private or safe space to be able to undertake an assessment or support

• Where an individual is deemed high risk and face to face support is deemed essential

• Where an individual is not engaging sufficiently in remote support and we have concerns about their safety or welfare

• Where is it not appropriate to deliver support remotely, for example in the case of children and young people


Most of our staff will continue to work from home and the majority of support will continue to be offered remotely though telephone, whatsapp, skype and zoom.

Pre-booked appointments

Our staff will be coordinating pre-booked appointments with those who meet the above criteria. We are opening a small number of appointments on a daily basis so that we can manage the number of people in our building at any one time.

Where possible we are asking people to ensure they have a pre-booked appointment before attending our office. If you need to contact us but you cannot make a phone call you contact us ‘silently’ by texting 07732499387 during office hours.

Out of office hours you can reach @LiveFearFree ‘silently’ by text, email or live web chat: gov.wales/livefearfree

Drop in

For those we are unable to make a pre-booked appointment we are opening a drop-in session from 10.00 – 12.00 daily. If you need to drop in for support please make sure you do so during these time so that we can support you and others safely.

What safety measures and precautions are in place at Thrive?

We understand that some people may be anxious or unsure about attending our office. We recognise that we have an important role to play to ensure that our operations are safe and that we slow the spread of the virus.

Over the last few weeks we have been working hard to ensure that we can open safely and follow social distancing guidance to give you peace of mind. Below is a list of the measures we have taken organisationally to ensure the safety, support and wellbeing of our staff and the people we support.

• Fortunately our office and meeting rooms are spacious. As an extra precaution we’ve placed 2 metre markers on the floor as a guide for staff and visitors.

• All appointments will take place in our large training room and meeting room. Seating has been positioned to ensure a safe 2 metre distance is maintained.

• We have installed extra hand sanitizer stations at the main reception area and in all meeting rooms. NHS guidance on hand washing and hand sanitizing techniques are placed near all wash and sanitizing stations.

• Our offices are cleaned daily, with extra care taken to clean high contact areas such as door handles.

• Refreshments for visitors will be offered in disposable cups.

• Where staff are unable to maintain 2 metre distance, we do have PPE including masks, aprons and gloves at our disposal.

• Staff are monitoring their own health and following Government guidance if they experience possible coronavirus symptoms, no matter how mild.

How can you help us keep things safe?

• Book an appointment to speak to member of the team wherever possible.

• Only bring children to an appointment where you absolutely have to.

• Please monitor your own health and the health of others in your household. If you or someone you live with is experiencing coronavirus symptoms including a new continuous cough and/or a high temperature, please follow government guidance and stay at home.

We will continually monitor this service and make further adjustments as and when required. We will also work to ensure that where best practice is identified, this is implemented within our service.

Regular updates on our services will be provided on our dedicated Coronavirus webpage and through our social media channels.

Thank you for your support.