Volunteer Phone Support Training

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What does a Phone Support Volunteer do?

Create a personal plan and set goals for clients

Emotionally support clients and sign-post to the appropriate services and resources

Discuss politics and look for workout programs on the internet

A client says that they struggling sleep, you?

Discuss their interests and see f you can help them discover something that might help the relax.

Report to a member of the safeguarding team.

Tell them to meditate before bed.

A client tells you since the lock down, their partner has been drinking more due to the stress of money worries, and when they do they become violent, do you?

explain that if it happens again you will have to report it to safeguarding.

Remind the client that they agreed to safeguarding procedure when accessing the service and you will have to report it.

Sign-post the client to the CAB for their financial concerns and suggest AA for their partner.

What are the 5 ways to well-being?

Be active, give, healthy eating, keep learning, find focus.

Be active, take notice, eat healthy, give, keep learning.

Be active, give, take notice, keep learningconnect

How can you show your actively listening to a client?

Make sure speak clearly so they can understand you.

Check you understood by repeating back what the client said.

Check if the client is OK.

When is OK to break confidentiality?

The requirement of supervision (e.g with a college or friend).

When your off loading the someone and think the person doesn't know the client.

If a client provides permission.

Before making a client call from home you need to...

Consider who your making the calls around.

Turn on your no caller ID and find a quiet private space.

Make sure you cave resources to hand.

When do you need to report a Covid-19 concern?

When a client or a member of their household is showing symptoms.

When a client is struggling to access a course online.

When a client has to visit the hospital for an appointment.

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