Volunteer
support policy
Volunteers are the lifeline to ConfiDental, they provide a valuable service to callers.
This policy document is intended to outline how volunteers are supported, mentored and trained.
This policy is to be read in conjunction with the Volunteer Behaviours policy.
The mental well being and support of our Volunteers and call handlers is paramount to the aims of ConfiDental.
This document contains the following
1) Support when taking a call
2) Support with training
3) Support by sharing knowledge
4) Support after taking a call
If there are any queries relating to this policy document, please raise these with the trustees for clarification.
1) Support when taking a call
1) This section is to be read in conjunction with the volunteer behaviours policy
2) If at any point the caller identifies the volunteer as someone they may know, and the volunteer is alerted to this. It is important that the volunteer gives the caller the choice of ending the call and calling back to speak with another volunteer.
3) If a volunteer becomes uncomfortable with the tone, direction or content of a call then after appropriate warnings to the caller, they may freely terminate a call.
4) If a volunteer determines a caller is at immediate risk, they should follow the procedure laid down in the safeguarding policy
5) In the aforementioned situation , a trustee must be contacted so that appropriate action may occur. This could include
• Call handler retraining
• Support and mentoring
• Sharing pertinent information with other volunteers
• Sharing information with other bodies if the caller or another person is at imminent risk of harm. This will be by exception and only with trustee approval.
6) Volunteers are required to submit an online log sheet giving brief details of the call to the administrator. These will be reviewed and appropriate advice, support and training offered as deemed necessary.
2) Support with training
1) All volunteers will be provided with initial call handling training
2) Following a difficult call or assessment of call logs ,additional training may be offered if deemed necessary.
3) All volunteers will commit to undertaking ongoing training as deemed necessary by trustees which will be provided face to face or online.
4) Any volunteer who request additional training will have their training needs assessed and appropriate additional training provided.
5) Additional training may also be offered as part of the disciplinary or grievance process as outlined in the volunteer behaviours policy.
6) ConfiDental will carry out an annual training needs assessment.
3) Support by sharing knowledge
1) Volunteers are required to submit an online log sheet giving brief details of the call to the administrator.
2) The volunteers will have access to the volunteer support private Facebook group where they are encouraged to discuss their calls or ask for opinions or support from peers.
3) The support Facebook page should be a safe space with no bullying, harassment or inappropriate comments.
4) The trustees will review posted comment on the Facebook page and additional training or support may be offered if deemed necessary.
4) Support after taking a call
1) After a difficult call , volunteers are encouraged to discuss its content with either a trustee or the administrator.
2) Contact telephone numbers of all participating trustees will be made available to volunteers.
3) Following a difficult call, trustees will decide if the content needs to be made available to current call handlers on that weeks rota
4) The volunteer can ask any of the trustees for support or additional training at any time. The trustees will try their best to provide it.
5) After a difficult call, a volunteer is permitted to have a break from calls for personal reflection and care.
6) If it is deemed necessary a volunteer may be offered a temporary break from call handling or additional counselling if required.
7) The trustees will review all call logs and content of concern will be raised at the Trustee oversight group. If required, a Trustee will contact a volunteer to discuss the call log and identified training needs.
8) The trustees will review call recordings on a random basis to ensure consistency of standards and that the objectives of ConfiDental are upheld. If required, a Trustee will contact a volunteer to discuss the call and identified training needs.
9) The trustees will maintain a support policy which will be reviewed and updated annually
10) The trustees will offer an annual training meeting which will include the opportunity to raise concerns.
11) Additional to above, any volunteer may raise any concerns with any trustee which will be discussed at the next trustee meeting or earlier if deemed appropriate.
12) The trustees will offer an online support forum open to all volunteers every 4 months.
13) The trustees will offer volunteers an annual 1:1 appraisal on request
14) Calls may be recorded for training and monitoring purposes. This data will normally only be retained as outlined in telephone privacy policy