The support line is for anyone affected by Coronavirus, who needs to talk or can’t access food and medication.
Phone number, opening times, what is the support line, what support it offers
Record information from calls and refer someone for urgent support
Contact information for other services that can support people
Keep track of new and updated pages on the Operator Manual
Instructions for setting your equipment, answering calls, signing out after a shift
Listen and talk with callers, dealing with strong emotions, practical tips and tools
Contact safeguarding team, abuse indicators, what to do about a concern
Speak to your supervisor, stress management, operator support line
Forms, what information to collect, explaining information sharing, privacy
Sign up for shifts, shift times, briefings, de-briefings
Something wrong or missing? Give feedback about this manual
Checklists, updates to give volunteers, de-briefs form
Make content on the operator manual is findable, useful and clear.