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FAQs

Support

Can I make a self referral?

Have you experienced a bereavement? Is the death that of a parent/guardian or a child? Are there children in the household? Then the simple answer is yes.

Once Upon a Smile accept self-referrals providing the circumstances meet our criteria above.

A self-referral is any referral made to us by you, for your family.

Please note that making a self-referral our trained staff may need to ask questions relating to the death of your loved one so we can ensure we offer you the best possible support.

If you would like to make a self-referral please complete our referral form.

What are the ages you support?

At Once Upon a Smile, we value the level of understanding more so than the age of the child. We would encourage you to still make the referral to us, even if you feel your child is too young, as we will explore this in our initial meeting.

Alternatively, we are usually governed by school years, both primary and secondary but we appreciate this isn’t always accurate for several reasons. If you are unsure we would ask that you give us a call to discuss further.

How do I apply for my child to be supported?

A self-referral is required in the first instance and you can self-refer. Once we receive your referral, you will be invited to an initial meeting where our support will be discussed in detail.

Where are the sessions held and how often are they?

All our support is tailored to the needs of each child/young person that is referred. Our face to face sessions are held at our dedicated children’s bereavement centre, Sidley House, based in Trafford, Manchester.

The frequency of sessions will be tailored to their needs, as a guide sessions are usually either once a week, or fortnightly.

Is there a cost with the support that you offer?

No, all our support is free of charge.

Do I have to live near Once Upon a Smile to get support?

No. If it is face to face support you are seeking for your family, you just must be able to get to us. Advice and guidance can be provided remotely, by phone or email.

How can I order a snuggle bear and how much do they cost?

Children are given a Snuggle Bear and invited to place precious keepsakes or photographs into their Snuggle Bear followed by a beautiful, child-friendly, heart memorial during our Snuggles and Smile sessions.

These sessions can take place at Sidley House with a child’s bereavement practitioner or we can send all the resources to create this session to parent/guardians to complete this session at home. Once Upon a Smile fund these bears, meaning there is no cost to our families.

To join these sessions & order a snuggle bear, a self-referral is required in the first instance. You can self-refer. Once we receive your referral, you will be invited to an initial meeting where our support will be discussed in detail.

Can my children attend a residential?

Our residentials holidays are for children being supported by Once Upon a smile. If your children are currently being supported, our Bereavement Practitioner’s will identify if a residential break will be beneficial in supporting your children with their grief.

Can my children attend The Schools Out group and is there a cost?

Our Schools Out groups are for children being supported by Once Upon a smile. If your children are currently being supported, our Bereavement Practitioner’s will identify if this group will be on benefit to your children.

Family support & guidance

Should you discuss a loved one?

Sometimes children think that they should not discuss loved ones who have died because it might make others sad. But if loved ones aren’t talked about it can be hard for children to remember them. Help support your children by discussing loved ones in everyday conversations, in passing and as the subject of conversation, this will greatly support them.

How should I explain…?

Be honest, and keep it simple. Don’t let your children find out the important details about what happened over Facebook or other social networking sites.

Ask questions, find out what the child already knows about death.

Encourage children to share their thoughts and fears about what is happening.

Don’t hide your own feelings.  If you suspect that your child or young person is deliberately hiding their feelings in order to protect you, explain to them that they do not need to do this and encourage them to talk about how they truly feel rather than bottling things up to spare your feelings.

It is important to avoid offering explanations of death such as ‘gone away’ or ‘gone to sleep’ that may cause misunderstandings and confusion.

Lewis wasn’t sleeping, he found it really difficult to settle at bedtime. He would throw huge tantrums and often lash at his parents. One evening he blurted out “what if I never wake up, what if I die in my sleep like Nan did”

Explain what dead means: “Nan died. Her heart stopped beating and she couldn’t breathe anymore. Nan doesn’t need to eat no more, she cannot see, hear or move and she cannot feel pain. Being dead is not the same as sleeping. All your body parts work when you are sleeping. When a person dies, their body has stopped working”

Should my child attend a funeral?

One of the most frequently asked questions by parents, caregivers and people who support bereaved children and young people is, “Should I take my child to the funeral?” When deciding whether your child should attend a funeral or memorial service, age is not the most important consideration. Your child is part of the family, and children who are old enough to love are old enough to grieve. Going to a funeral can help children understand the finality of death and joining family and friends in saying goodbye.

No child is too young to attend a funeral, provided that the child is prepared and guided through the whole process. Parents try to protect their children through upset however shutting children out makes them feel alone. Children who are not allowed to attend a funeral may feel they didn’t get their chance to say goodbye however, children who are forced to attend a funeral may feel resentful. Children should not be criticized if they don’t want to attend the funeral. They may regret the decisions they make, Talk with your children about:

What… is going to happen?

Who… will be at the funeral or memorial service?

Where… will the service take place?

When… will the funeral happen?

Why… are we doing this?

If your funeral director provides such a service, he or she may be willing to meet with the children to explain what happens before and after a funeral.

How should I write Christmas cards?

There are no rules when it comes to writing Christmas cards, but something many families struggle with. Writing cards for the very first time without including a loved one can be a heartfelt moment. Send them if it feels right for you but don’t put pressure on yourself to do so. If you want to include your loved one in the card but not sure how, you may choose to write ‘from the Jones family’

Many parents ask if they should write their child a card from the person who has died, this is personal to you, we would suggest making them aware that you wrote the card in memory of their loved one to prevent younger children from magical thinking that their loved one is still here.

Some people may not be aware your loved one has died or may not know what to write. Seeing your loved one’s name in a card may bring comfort or sadness, please know this is not personal and people are trying their best to support your feelings.

What do I do about Christmas Day traditions?

When your loved one was a huge part of your traditional Christmas it can often feel overwhelming to stay at home.

The festive season can bring back memories that intensify feelings. You may want to continue with traditions, and you may feel comfort in doing so or you may want to do something different.  It may feel overwhelming to cook a traditional Christmas dinner, if so, it’s okay to cook something completely different.

Here are a few simple ideas if you choose to do something different this year.

  • Book a restaurant, you may want to relief yourself of cooking a festive meal.
  • Go on holiday, if this is something you can afford then heading off during the festive period can be very comforting and provides time to relax & recharge.
  • Family and friends, spend Christmas surrounded by loved ones.
  • Volunteer, this can be rewarding whilst giving you time out of the family home for a few hours.

For more guidance you can read our blog post on Guidance & support for you at Christmas.

What are other ways to remember our loved ones?

Children and their parents, often worry that they will forget things about loved ones who have died. But after a death there are many ways that children and families can remember loved ones.

Parents of Once Upon a Smile have come up with 10 ways to remember loved ones on special days:

  • Visit the grave or the place where their ashes are buried or scattered
  • Listen to their favourite music
  • Make a memory box
  • Have their favourite meal
  • Write a special message on a helium balloon and let it go into the sky
  • Write a letter or a poem
  • Light a candle
  • Share memories with family members
  • Plant a tree or a flower in their memory
  • Look over photos and remember the happy times shared

Donations & fundraising

How do I start fundraising for Once Upon a Smile and do you provide resources?

Getting started is easy! Choose a fundraising idea, register your event or activity with us, and we’ll provide you with all the support you need, including an A–Z fundraising guide and promotional materials.

What are some fundraising ideas?

You can organise bake sales, sponsored challenges, quiz nights, Smile Mile events, or even take part in our Enterprise Challenge. Get creative-the possibilities are endless!

Who do Once Upon a Smile work with?

We are proud to work in partnership with many schools, hospitals, hospices and charities who refer to us families they feel need our support and are unable to provide it themselves.

Here you will find which organisation we currently work with.

If you would like to become one of our referrer organisations please click the link to become a referrer.

Who can I work with for match fundings?

There are many companies who can match the funds you raise. Here are some the companies that we know offer match funding.

  • Barclays
  • Tesco
  • Morrisons
  • Sky
  • HSBC
  • Argos
  • Aviva
  • Vodafone

If you have raised funds for us and your company is going to match fund get in touch with the fundraising team today and we can arrange a letter of thanks to be sent out.

How can my school or college get involved in fundraising for Once Upon a Smile?

You can get involved by choosing from a range of fundraising activities, such as organising a Smile Mile, taking part in the Enterprise Challenge, or hosting events like bake sales and sponsored runs.

To get you started we support you with a A–Z fundraising guide, promotional materials, and advice to help you plan your events. We also provide support every step of the way to make your fundraising efforts a success.

Fundraising events can be tailored to suit all ages and involve all students, staff, and parents. The more people involved, the bigger the impact you’ll have.

Can we fundraise for Once Upon a Smile throughout the year?

Yes! You can choose to fundraise during specific events or run year-round campaigns. We’re happy to work with you on ongoing or special fundraising initiatives.

How do we send the money we raise & where does it go?

Every penny you raise helps us provide vital emotional and practical support to bereaved families, ensuring we can be there when they need us most.

You can send the funds via our website, by bank transfer, or by post. We will provide all the details you need when you register your fundraising activity.

How can we get in touch for further help?

You can reach out to our fundraising team via email or phone. We’re here to help with any questions or advice you may need!

Let us know if you need further assistance-we’re here to help you make your fundraising a success!

Can I fundraise online?

Yes, you can set up an online fundraising page through platforms like JustGiving. It’s a great way to make donating easy for your supporters.