Ongoing Guidance & On-Call Support
OUR SERVICE
Some situations do not wait for an appointment.
Direct access to an advisor who already knows your family — available when it matters.
What Guidance and On-Call Support Looks Like
Luma’s On-Call Support is a retained advisory relationship — direct, personal access to a member of the Luma team for families who want to know that support is available when something arises, not just when a session is scheduled.
This is not a helpline. It is not a crisis service. It is a professional relationship with someone who already understands your child, your household, and your circumstances — so that when a difficult moment comes, the conversation begins from a position of genuine knowledge rather than introductory questions.
Why it Matters
The moments that most require good advice are rarely predictable. A school calls unexpectedly with a concern. A child has a significant episode at home and the household team is unsure how to respond. A medical appointment produces a new recommendation and nobody is quite sure what to do with it. A staff member resigns at a difficult time. A decision needs to be made before the weekend, and the usual professionals are unavailable.
Families at this level are accustomed to having the right people accessible when needed. In most areas of life — legal, financial, medical — that infrastructure exists. In the area of neurodivergent support, it almost never does.
Luma On-Call Support fills that gap.
How it Works
On-Call Support is available as a standalone retainer or as part of a wider Luma engagement. It includes:
Direct access to a named Luma advisor by phone or message, within agreed response times
Support through specific situations as they arise — school meetings, professional conversations, difficult moments at home
Guidance on decisions that require neurodivergent expertise — what to do, what to say, what to ask
A regular check-in call or meeting, at whatever cadence suits the family
Continuity — the advisor you speak to today is the same person who was there last month and will be there next month
What This is Not
On-Call Support is not a therapeutic service. We do not provide clinical advice, diagnose, or recommend treatment. Where a situation requires clinical input, we will say so clearly and connect you with the right professional promptly.
It is also not a substitute for having the right professionals in place. Families who use this service most effectively tend to already have the right structure in place around their child. If you are finding that questions arise frequently, it may be worth exploring our Coordination service — which addresses the systemic picture rather than individual moments — or our Household & Estate Staff Training, which equips the people around your child to handle more independently before something needs to escalate.
Who This is For
Families who are already well-supported but want a professional they can call when something arises
Families in an active period of change — a new diagnosis, a school transition, a staff change — who need reliable access to good guidance
Principals who travel frequently and want continuity of support for the household in their absence
Households where the primary carer or house manager needs a professional to consult, not just a network to navigate
Fees
On-Call Support is available as a monthly or annual retainer. Fees are available on application.
On-Call Support: Frequently Asked Questions
What counts as a situation that warrants getting in touch?
Anything that would benefit from the input of someone who knows your family and understands neurodivergent needs. It does not need to be a crisis. A school has raised a concern and you are not sure how to respond. A professional has made a recommendation that conflicts with what another professional said. Your child had a difficult week and you want a considered view on whether it warrants action. Those are exactly the situations this is designed for.
How quickly can I expect a response?
Response times are agreed as part of the engagement and depend on the level of access you need. Most retained clients receive a same-day response during working hours, with an agreed protocol for situations that arise outside of them. We are clear about this upfront and do not overpromise.
Is this available to families who are not already working with Luma on another service?
Yes. On-Call Support is available as a standalone retainer. In practice, it works best when we already know your family — so for clients who come to us for this service alone, we begin with a period of onboarding conversations before the retainer formally begins.
What happens if we need more than guidance — if something requires clinical or legal input?
We will tell you clearly and immediately. Where a situation requires clinical assessment, legal advice, or any input that sits outside our scope, we say so and connect you with the right professional promptly. We do not attempt to provide advice beyond our expertise, and we do not let families operate under the impression that we have when we have not.
Other Premium Services
Explore our full range of neurodivergent advisory services.
Household & Estate Staff Training
Bespoke training for nannies, governesses, house managers, jet & yacht crew, and security teams working alongside neurodivergent children. Practical, scenario-based, and built around your child and your home. Never generic, never off the shelf.
Coordination of Professionals
Therapists, tutors, occupational therapists, educational psychologists, paediatric specialists. We assemble, brief, and coordinate the team around your child — so the picture is coherent and the household isn’t carrying it alone.
Education Oversight
Independent oversight for students at boarding school or university. School and university liaison, SEN and support plan oversight, regular structured parent updates, and a trusted independent contact for the student.
Navigating Diagnosis
For families approaching, processing, or living with the period after an assessment. Guidance on what a diagnosis does and does not mean, what comes next practically, and how to hold it within the family with honesty and care.
Strategic Advisory
Confidential advisory for schools, family offices, and government bodies designing or reviewing neurodivergent support provision in both public and private settings.
Luma Bespoke
Support shaped entirely around your family’s needs — when the situation doesn’t fit a standard framework, or when you simply want something designed from scratch around your family.
READY TO BEGIN?
Let’s find out how we can support your family
We work with a small number of families at any one time. If you have a question or would like to understand what working with Luma looks like in practice, we are happy to talk it through.