Crisis Social Work at Heathrow
Each year, approximately 66 million passengers use Heathrow‘s 90 airlines, to fly to around 180 destinations worldwide.
The scale of this operation, combined with cargo and retail, requires diverse staff of around 72,000 staff (2009 stats). Additionally, Heathrow has an extensive land transport operation – London Underground, Heathrow Express, Heathrow Connect and the Heathrow Coach Station all offer public transport alternatives to private car journeys.
An ever greater range and number of people are travelling and their customer expectations are increasing. This growth brings additional challenges with the potential to impact on local operations.
Our role
To assess, advise and assist people who are using, or planning to use Heathrow Airport. We take referrals from around the airport, the UK and the world, working in partnership with other agencies to assist anyone who may have a difficulty using Heathrow Airport.
Day to day work
Each day, a diverse range of social problems are seen at Heathrow.
- some people need advice or assistance due to restricted mobility or other support needs
- air travel presents challenges for some people experiencing mental distress or ill health
- some children and vulnerable adults may need advice or protection from harm
- those returning from abroad after many years absence, may need guidance to access local support networks - family, friends, ex-service organizations, or services such as housing, welfare benefits or legal advice, to enable them to leave the airport and improve their difficult situation (for more information, please click on “Returning to the UK from Abroad” on the menu to the right of this page).
A social work assessment can help balance individuals’ rights with risks, and help avert further distress or difficulties
Referrals can be made by the person, or any one of our partner agencies. An initial assessment, in person, by telephone, fax, or email, can offer appropriate action with the person / referrer, this may include: crisis intervention, advice / information / advocacy, or a further referral to a more appropriate agency.
Why Heathrow Travel-Care?
Local Authorities have a statutory duty of care for under 16’s, older people and people with a severe and proven current mental health problem or disability. Those who fall outside this tight remit, who do not have a robust voluntary / community or family connection, may remain at risk and be unsupported. The statutory duty of care, often only extends to an assessment of need, and not always the provision of immediate services. The Local Authority that covers Heathrow airport is London Borough of Hillingdon.
Many people returning after a long absence from the UK do not have an established local connection in Hillingdon, and as such may not be eligible for services there.
We estimate that around 80% of the clients whose cases we assess (remotely or in person) are not likely to be eligible immediately for statutory services. We expect to receive approximately 1,200 client contacts per year, providing professional social work expertise, via our central airport location with an extensive knowledge of, and working links with, relevant bodies and resources – on-airport, locally, nationally and internationally. This enables us to respond flexibly to the needs of the airport community, and deliver a high standard of service to clients and referrers.
Heathrow Travel-Care’s other activities are listed to the top right of this page.