Friday 19th April

UPDATE: An new signpost has been added to the SLOM which is a Police force finder to make it easier to search for a police force contact details.

Monday 8th April

UPDATE: The Events in Israel and Occupied Palestinian Territories page has been updated to keep in line with BRC information.

Wednesday 3rd April

NEW: CrimeStoppers signpost has now been added to the signposting guide under ‘other’.

Monday 25th March

UPDATE: The Crisis main page has been updated with the BRC’s main crisis page link

Wednesday 20th March

UPDATE: The Ukraine page has been updated to remove references to CBA.

Monday 11th March

UPDATE: The UK Flood page had been updated with a better made of current England flood warnings. Devolved region maps under review.

Friday 8th March

UPDATE: The local referrals page has been updated to include all caller related referral forms in use

Monday 26th February

UPDATE: A 7 fundamental principles document has been added to the operators page

Wednesday 7th February

UPDATE: Leicestershire Gas outage page updated with the continued updates on the Leicestershire Gas situation. BRC stood down.

Tuesday 6th February

UPDATE: Leicestershire Gas outage page updated with the continued updates on the Leicestershire Gas situation.

Monday 5th February

UPDATE: Leicestershire Gas outage page updated with the continued updates on the Leicestershire Gas situation.

Friday 2nd February

UPDATE: Leicestershire Gas outage page updated to add the site for SU’s to be directed to, to be kept up to date with gas restoration efforts.

Wednesday 31st January

UPDATE: Leicestershire Gas outage page added to the Crisis page to reflect current events

Friday 26th January

UPDATE: The West Midlands RS has been updated on the Refugee Services page as they now close the last Thurday and Friday of everything month.

Thursday 25th January

UPDATE: A flat fire page has been added to the Crisis page in response to an event which occured yesterday afternoon

Monday 22nd January

UPDATE: Severe weather response updated with information on Storm Isha Here

Monday 15th January

UPDATE: Severe weather response updated with latest weather warning

Thursday 11th January

UPDATE: The Refugee Services page has been updated with the right to remain toolkit containing significant information for refugees and migrants.

Wednesday 13th December

UPDATE: There have been new refugee services updates made, including festive closures and additional signposting. This can be found of the Refugee Services page.

Monday 11th December

NEW: Guidance on Suicide Awareness can now be found on the safeguarding process page.

Thursday 7th December

UPDATE: IED Incident in the North of the UK (Cumbria) please see here for details

Tuesday 5th December

UPDATE: New Severe weather updates for London and Cumbria have been added to the weather warnings crisis page

Monday 4th December

UPDATE: Severe weather updates for London and Cumbria have been added to the weather warnings crisis page

Thursday 30th November

UPDATE: Media Process added to Operator Training & Advice section, find it here

UPDATE: Pension Services signpost added > Money & Debt service type

UPDATE: BRC Media Team signpost added > RedCross service type

Wednesday 29th November

UPDATE: Refugee Support page has been updated with a new RS region map, please find it here

UPDATE: RS Westmids is now closed until the 4th of December

UPDATE: New Crisis response page added in relation to Cardiff, please see here for details

UPDATE: Information regarding the Knutsford property evacuation has been updated on the UK North Response page, BRC are standing down here

Tuesday 28th November

UPDATE: Banner added regarding the new dynamics update. New dynamics page added to the systems training page.

UPDATE: Information regarding the Knutsford property evacuation added to the UK North Response

Tuesday 7th November

UPDATE: The refugee services page has now been updated with the right to remain toolkit link as a resource callers can be directed to, available in multiple languages.

Monday 6th November

UPDATE: UK severe weather page has been updated to better reflect the current national picture.

Friday 3rd November

UPDATE: UK severe weather page has been updated to better reflect the current national picture.

Wednesday 25th October

UPDATE: UK severe weather page has been updated to better reflect the current national picture.

Tuesday 24th October

UPDATE: UK severe weather page has been updated in response to the severe weather. Updates on Scotland and the North English regions

Monday 23rd October

UPDATE: UK severe weather page has been updated in response to the severe weather. Updates on Scotland and the Central English regions

UPDATE: The Israel and Occupied Palestine Territories Crisis page has been updated with information as our response changes

UPDATE: The Polite reminder section has been updated with a reminder regarding the Storm Babet key word for case notes

Friday 20th October

UPDATE: UK severe weather page has been updated in response to the severe weather which hit Northern parts if the UK last night

UPDATE: The Israel and Occupied Palestine Territories Crisis page has been updated with a link to the ICRC’s FAQ page on the current conflict.

Tuesday 17th October

UPDATE: UK severe weather page has been updated in response to several weather warnings the BRC is keeping an eye on in case of flooding or rescue deployments.

UPDATE: The Israel and Occupied Palestine Territories Crisis page has been updated with a language guide on the conflict

Monday 16th October

UPDATE: The Israel and Occupied Palestine Territories Crisis page has been updated reflecting developments in the last 24hrs

Wednesday 4th October

NEW: Doctors of the World has now been added to the signposting guide under the ‘Asylum Seeker/Migrant/Refugee’ section.

Monday 2nd October

NEW: Homeless Link has now been added to the signposting guide under the ‘Homelessness’ section.

Tuesday 26th September

NEW: An Abuse Support section has now been added to the signposting guide. Abuse support helplines can now be found under the ‘Abuse Support’ Section.

Friday 22nd September

NEW: Karma Nirvana has now been added to the signposting guide under the ‘Mental Health and Bereavement’ section.

Wednesday 20th September

NEW: Men’s advice line has now been added to the signposting guide under the ‘Mental Health and Bereavement’ section.

Monday 18th September

UPDATE: Portsmouth Gas Leak Sitrep on the crisis updates page has been updated to reflect the current situation.

Friday 15th September

NEW: The EDI Calendar has now been added to the ‘Operators‘ Section of the Operator Manual, under additional links and documents.

Wednesday 14th September

NEW: British Red Cross free education workshops has now been added to the Signposting Guide under the ‘Red Cross’ section.

NEW: Update made to the Portsmouth Gas Leak Sitrep to reflect current events as far as BRC is aware.

Monday 11th September

NEW: A Morocco Earthquake Page has been added to the ‘Crisis’ section in the quick links of the Operator Manual.

Tuesday 5th September

NEW: British Red Cross, Free will writing service added to the Signposting Guide under the ‘Red Cross’ section.

Monday 4th September

NEW: Password protection has been added to the Crisis Update page

Friday 4th August

NEW: Helping Hands has now been added to the Signposting Guide under the ‘Age Related Health’ section.

Thursday 3rd August

NEW: Beat (Eating Disorders) has now been added to the Signposting Guide under the ‘Mental Health & Bereavement’ section.

NEW: The Dogs Trust has now been added to the Signposting Guide under the ‘Pets’ section.

Tuesday 11th July

UPDATE: Wellbeing community resources has been moved from the quick links bar to a main page box on the front page near the bottom.

Friday 23rd June

NEW: NHS Volunteer Responders has now been added to the Signposting Guide under the ‘Mental Health and Bereavement’ section.
NB – It is not designed to be a treatment service and therefore anyone with complex vulnerabilities or needs would not be suitable to be referred into the scheme. If it is identified by their Support Team that the service is no longer suitable, then you may be signposted to or supported in accessing more appropriate providers.

Examples where the service would not be appropriate:

• People with complex mental health needs.
• People who are known to be suicidal.
• People with severe cognitive impairment.
• Referrals for those with drug addiction or alcohol dependency.

Friday 16th June

NEW: British Heart Foundation has now been added to the Signposting Guide under the ‘Health and Disabilities’ section.

Wednesday 24th May

NEW: A Regional Map has now been added to the Refugee Services Page, please see for support in location local RS Services for SU’s.

Tuesday 23rd May

UPDATE: Sudan Q&A document can now be found on the Sudan Crisis Page. Please see for Guidance.

Tuesday 16th May

UPDATE: London Refugee Services are still closed until 30th May. London Ukraine and FRTA service are open for referrals. It is only the destitution service that is closed for enquiries. Please see the The Refugee Services Page which has now been updated. Please use the ‘Click here for Larger image’ link for better viewing.

Thursday 4th May

UPDATE: The Refugee Services Page has now been updated. Please use the ‘Click here for Larger image’ link for better viewing.

UPDATE: Sudan Crisis Page has now been added to the quick links at the top of the Operator Manual. Please see Sudan Crisis Page for Updates.

Thursday 27th April

UPDATE: London Refugee Services has been updated to reflect their current closure. Please see the Refugee Services Page.

Friday 21st April

UPDATE: Zakat Foundation added to Signposting section to support Muslim refugees and asylum seekers.

Tuesday 17th January

UPDATE: Acronym Reference Guide has now been added to the Operators Page under the Additional Links and Documents section.

Thursday 23rd March

Update: RS FAQ on Refugee Services page updated to the latest version.

Monday 20th March

UPDATE: BRC wellbeing community support has been added to the quick links section
UPDATE: New documents added to the Ukraine Updates page in the refugee section

Monday 6th March

UPDATE: Local referral page has been updated to reflect new food process for the NSL

Monday 20th February

UPDATE: Quick link change EDI Categories moved to the operator page, Turkey/Syria Earthquake quick link added

UPDATE: QA workshop recordings added to the Quality assurance page

Tuesday 17th January

UPDATE: New signpost added to the signposting page ‘SOS’ a mental health and suicide awareness and support line

Friday 6th January

UPDATE: All Refugee Services have been updated for January. Please see Refugee Services page for updates.

Wednesday 21st December

UPDATE: All Refugee Services have provided new holiday signposts and closure updates. Please see Refugee Services page for updates and signposts.
UPDATE: BRC Mobility Aids on the Signposting Guide has now been updated with a link for finding local Mobility Aids services.

Monday 19th December

UPDATE: London Refugee Services have provided new holiday signposts. Please see Refugee Services page for information and signposts.

Thursday 8th December

UPDATE: London Refugee Services is not taking any new referrals until January 2023. Please see Refugee Services page for information and signposts.

Monday 21st November

UPDATE: The Community Transport Association is back with an updated site, please find it in the other category in the signposting section

Friday 18th November

UPDATE: Screenshots can now be uploaded directly to the tech support form

NEW: Polite reminders page as been added to the front page

Thursday 10th November

NEW: Post code finder added to the Operator page

Wednesday 26th October

NEW: Signpost added Cost of Living Support page UK Gov to the signposting page

Wednesday 19th October

UPDATE: London RS is changed in refugee services page

Thursday 13th October

UPDATE: Local Library Search added to the signposting page.

Tuesday 11th October

UPDATE: Law Centres added to the signposting page for those struggling to access legal advice

Wednesday 5th October

UPDATE: The Refugee Services page has been updated, RS South East has been merged into one office, please see the Refugee Services page for more details.

Thursday 29th September

UPDATE: The Safeguarding banner has been updated to reflect clarifications in the safeguarding process for the National Support Line.

Wednesday 28th September

NEW: CBA Trouble shooting form has now been added to the Ukraine Updates Page under the CBA drop down.
UPDATE: The CBA/Sim Follow up form has retired and has now been removed from the Ukraine Updates Page

Monday 26th September

NEW: Different Strokes and Chest Heart and Stroke Scotland have been added to the signposting page
NEW: Pin4Cash Helpline number has now been added to the Ukraine Updates Page under CardOPS section

Friday 23rd September

NEW: Citizens Advice: Help to Claim signposts for England, Wales and Scotland added to the signposting page

Thursday 22nd September

NEW: Signposts added BRC Store: Mobility Aids added to the signposting page
NEW: Ukraine Line Statistics Update Video has now been added to the Ukraine Escalation Line Page

Wednesday 21st September

NEW: Signposts added Money Helper Service: Financial Wellbeing Support and Red Cross General Enquires added to the signposting page
UPDATE: CBA Application process has been updated on the Ukraine Escalation Line Page under Ukraine Line FAQs

Tuesday 20th September

NEW: There is a new CBA Appeals process that has been added to the Ukraine Updates Page under CBA Appeals

Friday 2nd September

UPDATE: The application process for CBA and Sim cards has been updated on the Ukraine Updates Page under Advice on Ukraine Line Queries.

Thursday 1st September

NEW: The Introduction for new starters page has been update and is now live. The link can also be found in the Operators section of the operator manual

Wednesday 31st August

UPDATE: Home Office Welfare Team number added as a signpost for Afghanistan evacuees since the 14th of August 2021

Wednesday 17th August

UPDATE: Updates on CBA applications process updated on Ukraine Escalation Line page under how to check updates on CBA applications.

Friday 12th August

Update: Change to Safeguarding page. The guidance for voicemails for to the Safeguarding Assurance Team has been updated clarifying that the SAT line only takes voicemails from 9-5 Monday to Friday. Out of hours pleas keep trying the SAT line until you get through to an Advisor.

Update: Added two new signposts to the signposts section relating to the UK Wildfires and UK Drought

Tuesday 9th August

Update: London Gas Explosion section has been updated after a further 50 homes have been evacuated.

New: London Explosion box added in place of London Fire box in the referral section of the operator manual.

Thursday 4th August

UPDATE: Password protection added to Safeguarding main page and safeguarding processes page

Wednesday 3rd August

UPDATE: How to check on a CBA Application process has been added to the FAQ’s section of the Ukraine Escalation Line page

Tuesday 2nd August

UPDATE: Ukraine Updates page updated with CardOPS section and new headings added for links.

Friday 29th July PM

UPDATE: Ukraine free movement has been added to Ukraine Updates page under the Refugee Support section.

Friday 29th July

UPDATE: Local Refugee Services updates section updated in the Refugee Services page. London RS is not taking any new referrals till further notice. Please use the provided signposting options.

Friday 22nd July PM

UPDATE: Sim card guidance updated on the Ukraine Updates Page.
BRC are not supplying phones/handsets any longer.

NEW: Ukraine Extension Visa and Barnardos Ukraine Response signposts, Welcome guide for Ukrainians PDFs and UK Visas and Immigration Help added to Refugee Support section in Ukraine updates page.

NEW: Door to Door Fundraising page added to Fundraise section of Ukraine updates Page.

Thursday 21th July PM

NEW: BRC Fire Support Pack added to the briefing updates page

NEW: Applying for Family Scheme Visa, DWP and RefugEase, Government Ukraine leaflet and Ukrainians Welcome add to the Ukraine Updates page

Wednesday 20th July

NEW: Fundraising QA has been added to the signposting page. Guidance on BRC fundraising and a line which can verify a fundraiser from the BRC ID and name given to give people peace of mind about the person they are speaking with

Monday 18th July PM

UPDATE: FAQ’s updated on the Ukraine Escalation Line page. Advice on how to transfer a call to the NSL has been added.

Friday 15th July

NEW: Coping with Heatwaves BRC has been added to the signposting page for guidance on what callers should do to cope with the heatwave, heat exhaustion and heat stroke. Search by typing ‘coping’, ‘heat’ or ‘heatwave’.

Thursday 14th July

NEW: Two new signposted added to the signposting page Switchboard LGBT+ Helpline and RefugEase

Monday 11th July PM

UPDATE: The North area offer has been updated in the Local Referrals page. The area doesn’t provide medication pick up any longer.

Wednesday 6th July

NEW: Family Reunion drop in slides link added to additional links section of the Operators section

Monday 4th July PM

NEW: Microsoft Teams step by step guide added to the Operator Technical Support page.

REMOVED: The National Association of Widows signpost has been removed from the Signposting section.

NEW: The Good Grief Trust signpost was added to the Signposting page.

Friday 24th June PM

NEW: BRC World Wellbeing Week programme added to Wellbeing section (Operators page).

Monday 20th June PM

UPDATE: New dates added to the Refresher training page.

Friday 17th June PM

NEW: CBA/SIM follow up form added to the Ukraine Updates page.

UPDATE: Application updates process has been updated. See in Ukraine Updates page (NSL Frequently asked questions).

Tuesday 14th June

UPDATE: The Ukraine Updates page has been updated with the Ukraine Escalation line’s shift times and brief times. The homes for Ukraine government link has now also been updated across the Ukraine Updates and Ukraine Emergency line pages to the dedicated homes for Ukraine site.

Thursday 1st June

NEW: The CBA Application update process added to the Ukraine Updates page (NSL FAQs). Please note that the Ukraine Escalation line (159) will be closed over the Bank Holidays and weekend. The Ukraine Support line (148) works as normal.

Monday 30th May

UPDATE: The Glasgow Offer has been removed from the additional links in the Local Referrals page, due to the offer no longer being relevant.

UPDATE: Freedom from Torture has been added to the Signposting page. This charity specialises in psychological therapy to help asylum seekers and refugees who have survived torture recover.

Thursday 26th May

UPDATE: CBA application form updated in the Ukraine Updates page (Advice on Ukraine queries section). If you had the previous link bookmarked, please delete it and save the new link.

Wednesday 18th May

NEW: CBA card tech support number added to the Ukraine Updates page should SU’s have issue activating their card

Monday 16th May

NEW: Technical Support request form available in the Technical Support section. Use the form to report any technical issues experienced with the NSL systems.

NEW: Welcome guides from the British Government for Ukrainians, available in English, Ukrainian and Russian, link available on the Ukraine Updates page

Friday 13th May

UPDATE: NHS Volunteer Responders removed from the signposting guide.

Thursday 12th May

NEW: Technical Support request form added to Technical Support page. Please fill out when having any issues with NSL systems, so the staff team can investigate.

UPDATE: The NHS Responders signpost will be removed from the Signposting page on Friday. The service will be suspended on 13th May.

UPDATE: FAQ added to Ukraine Updates page regarding the 14 day limit for CBA’s

UPDATE: Added link to ICRC Ukraine Disinformation page to Ukraine Updates page.

UPDATE: Added link to ICRC Ukraine Disinformation page to Ukraine Updates page.

Wednesday 11th May PM

NEW: Mitel training video ‘Blind transfer (Ukraine queries)’ added to the Technical Support page.

Monday 9th May

UPDATE: The Refugee Services updates section in the Refugee Services page. Information updated for:
– Merseyside is not taking referrals.
– All Southeast services now are taking referrals.
– Added alternative signposts for West Midlands.

Friday 6th May

UPDATE: New Signpost: Papyrus (HopeLineUK) added to the Signposting page. Young peoples suicide prevention and advice helpline.

Thursday 5th May

UPDATE: The Ukraine Updates FAQ section now includes a link to the UK government application page for Ukrainians who were in the UK before the outbreak of conflict and wish to remain in the country. This link is also in the Ukraine section of the signposting guide.

Thursday 28th April

UPDATE: The SIM Card request form link has been updated in the Ukraine Updates page (Advice on Ukraine queries section).

Wednesday 20th April PM

NEW: Refresher Training link button added permanently to the Operators section of the Operator Manual.

Tuesday 12th April

NEW: Information on SIM Cards and Cash Based Assistance added to the Ukraine Updates page (Advice on Ukraine queries section).

Saturday 9th April

UPDATE: Refugee Services page updated. Description of services added and the process updated

Tuesday 5th April

NEW SIGNPOST: Homes for Ukraine: Guidance for sponsors (Wales) added to the Signposting page.

UPDATE: Refugee Services updates section has been updated (Refugee Services page). Changes applied to London, Greater Manchester, South East (Kent, Thames Valley) and East of England (Luton).

Friday 1st April

NEW: Guidance on referrals added to the Local referrals page. Please follow the guidance when the SU requires referral for practical support.

UPDATE: Summary notes guidance section in Operator Training and Advice page updated. In the page you will find examples of case summary notes and tips on writing style.

PM

UPDATE: Ukraine Emergency Line page link removed from the main page of the OM. Added to the Quick Links menu at the top of the page.

Friday 25th March PM

NEW SIGNPOST: Added Boots prescription delivery service for users in England.

NEW SIGNPOST: Added IFRC list of national RC societies in the Red Cross section.

Renamed the Coronavirus: Food & Medication section of the signposting guide. Now named Food & Medication.

Tuesday 22nd March PM

NEW SIGNPOST: Added information page on Huggg vouchers to the food section of the signposting guide.

NEW: Advice on Ukraine Line queries section added to the Ukraine Updates page. Use the drop down list to find a category of the query.

Tuesday 15th March PM

UPDATE: Ukraine Emergency Line page updated with FAQs and read-only view of the schedule.

Tuesday 15th March PM

UPDATE: Ukraine Emergency Line page updated with FAQs and read-only view of the schedule.

Saturday 12th March

NEW: Link to FAQs on telephone and door-to-door fundraisers added to the Ukraine Updates Page (BRC Links). At the bottom of the page you can find a phone number were identity of the volunteer could be verified in case of any doubts.

Friday 11th March

NEW SIGNPOSTS: Healthy Start and Best Start (Scotland) added to Food signposts.

Wednesday 9th March

NEW SIGNPOSTS: Refugees At Home and Rooms For Refugees added to Asylum Seeker/Refugee/Migrant signposts.

Tuesday 8th March

UPDATE: Ukraine page updated. Links divided into BRC and other links (new links added). FAQs updated and Wellbeing resources section added.

Thursday 3rd March

NEW: Refugee Services Local team updates section added to the Refugee Services page. Check to find out which local team is currently accepting referrals. The section also provides alternative signposts for some areas.

Please note, the London team’s section is still in progress. We will update it as soon as we receive up to date information from the team.

Tuesday 1st March

UPDATE: Training and Advice page reorganised into 3 sections: during a call, after a call and useful information. All technical advice moved to the Operator Technical Support page.

NEW: Operator Technical Support page created. Find guidance and training videos on all systems used within the NSL.

UPDATE: Equipment page removed.

Monday 28th February (12PM)

UPDATE: Ukraine updates page updated with the Ukrainian Red Cross website and phone number. Updated FAQs document uploaded at the bottom of the page.

Friday 18th February (PM)

UPDATE: Ukraine updates section added to the Quick Links menu at the top of the page. Please refer to the document provided when dealing with callers regarding this subject.

UPDATE: Safeguarding process page updated. When contacting Safeguarding, please search for ‘Safeguarding’ in Mitel.

Thursday 17th February (PM)

UPDATE: Lucy Blackman Trust signpost added to the Signposting page. Practical help, advice and support for families of people missing overseas.

Monday 14th February (PM)

UPDATE: Children and Families Across the borders signpost’s description updated in the Signposting page. The organisation does not provide family tracing services. Signpost to BRC and Salvation Army Family Tracing services instead.

Friday 11th February

UPDATE: Ataa’s working days updated in the Safeguarding page.

Tuesday 8th February

UPDATE: Independent Living and Transport removed from the list of services offered by areas in the Local referrals page. From now on please signpost to the local Support at Home services.

UPDATE: Support at home (British Red Cross) added to the signposting guide. To find type: support, independent living or look in the British Red Cross category.

The available page lists contact details for local services in England, Wales, Scotland and Northern Ireland.

UPDATE: Winter referral guidance document has been updated in line with the above information. Check in the Local Referrals page.

Wednesday 2nd February

UPDATE: The Christmas/ Holiday period alternative signpost section removed from the Refugee Services page.

UPDATE: The following services have been added to the signposting guide:

Independent Age
SHOUT
The Mix
Joint Council for the Welfare of Immigrants
Boloh (Barnardos’ BAME family helpline)

The Al-Mizan Trust has been removed from the signposting guide.

Monday 31st January

UPDATE: North’s area services offer updated in the Local Referrals page.

UPDATE (5PM): The Tuesday Zoom Drop-in link has been updated. Check in the Operators page: click on ‘join the meeting’ to open the meeting link.

Friday 14th January

UPDATE: Removed Al-Mizan Charitable Trust from the signposting guide.

Thursday 13th January

UPDATE: Briefing checklist updated on the Supervisor page.

Monday 10th January

NEW: Supervisor meetings recordings link added to the Supervisor page.

Saturday 8th January

NEW: Recording from meeting on 12/10/2021 with Edmore Hute on Refugee Services added to the Refugee Services page.

UPDATE: Safeguarding process page updated with days when operators can call Atta and additional guidance on non-urgent cases. Updated document with full process added at the bottom of the page.
Access via Quick Links menu at the top of the main OM page.

Friday 7th January (11am)

UPDATE: Winter referral guidance updated (Transport section) in the Local referrals page.

NEW: If U Care Share signpost added to the Signposting page.

NEW: Step Change Debt Charity signpost added to the Signposting page.

NEW: CALM – Campaign Against Living Miserably signpost added to the Signposting page.

NEW: Royal Voluntary Service signpost added to the Signposting page.

Wednesday 29th December

NEW: Winter Referrals guidance added to the Local areas page.

Sunday 26th December (3pm)

UPDATE: Signposting alternatives added for Yorkshire and Humberside in the Refugee Services page.

Friday 24th December

UPDATE: Afghanistan Crisis updates page removed from the Quick Links Menu. Link to the page available in the Refugee Services page.

NEW: Refugee Services page added to the Quick Links menu. On the page you can find advice on signposting during Christmas/ Holiday period, as well as regular RS process and a video on the subject recorded during the operator zoom drop-in.

Thursday 23rd December

UPDATE: Safeguarding process in the Quick Links at the top of the page updated. Please read before the next shift.

NEW: Safeguarding advice for supervisors added in the Supervisors page.

Wednesday 22nd December (4pm)

UPDATE: Call Diversion queue process updated and added to the Supervisor page.

Monday 20th December (4 PM)

UPDATE: Female 1 – Pass to manager script removed from the page.

Thursday 16th December (5 PM)

UPDATE: Safeguarding process updated. Accessible via Quick Links menu at the top of the page.

Thursday 9th December

UPDATE: Transport service not available in the North area. Change updated in Local referrals page.

Thursday 25th November (PM)

UPDATE: Refugee council webpage link updated in Signposting page.

Friday 29th October

UPDATE: Guidance for case notes replaced by new Summary Notes Guidance for Cases in Training & Advice section.

UPDATE: Safeguarding process updated. Please check in the Quick Links menu at the top of the page or in the Safeguarding section.

Thursday 14th October

UPDATE: Transport referrals not available in South and Channel Islands area. Updated on the Local referrals page.

Friday 1st October

UPDATE: Removed outdated entries from the signposting guide:

• Care & Repair Carmarthenshire
• Children & Families Across Borders
• Dorset Mental Health Care
• GoFundMe
• GoodSAM
• Lincolnshire Wellbeing Service
• Local Resiliance Forums
• Manchester Community Response
• MoveOn
• Norfolk Assistance Scheme

Added link to the Information for Afghan Refugees page to the signposting guide and Afghanistan Crisis pages.

Friday 1st October

UPDATE: Briefing update – Tower Hamlets residents displaced due to fire safety problems in their buildings being given NSL number. Emotional support only for these calls. See the briefing update for further details.

Friday 24th September

UPDATE: Briefing update – South East area tactical cell no longer accepting medicine referrals. Updated local referrals page accordingly.

Friday 24th September

UPDATE: Briefing update – South East area tactical cell no longer accepting medicine referrals. Updated local referrals page accordingly.

Thursday 9th September

UPDATE: ‘Afghanistan crisis FAQs’ document has been updated. Find on the Afghanistan crisis page.

Saturday 28th August

NEW: ‘Afghanistan crisis FAQs’ document added to the Afghanistan crisis page. This document contains answers to the most common questions asked by callers regarding the crisis.

Wednesday 25th August 11am

NEW: ‘F1 Repeat caller pass to manager’ script was added to the Script tab in the Quick Links menu at the top of the page.

Tuesday 24th August

NEW: Afghanistan crisis updates page created and added to the Quick Links menu at the top of the page. Use this page to follow updates and guidance on how to handle calls relating to this crisis.

Saturday 7th August

NEW: Information on transport services in the North area updated in the Local referrals page

Sunday 1st August

NEW: Team Spotlight form link added to the Operators page (Additional links and documents). Fill out to be featured in the Weekly Newsletter.

Saturday 31st July (PM)

NEW: Domestic abuse: How to get help (UK Wide) signpost added to the Signposting page under Support lines category. To find type: ‘Domestic abuse’.

UPDATE: Hardship Fund page removed from the Quick Links menu at the top of the page.

NEW: Scripts category added to the Quick Links menu at the top of the page for easy access while handling a call. It contains:
– Consent script
– Repeat callers script
– Language Line script
– Call backs (voicemails and other outbound calls) script
– Inappropriate or abusive callers script
– Managing calls towards the end of the shift

Friday 23rd July

NEW: When to create a case page created and added to the Training and Advice page (Practical tips and tools). Printable version of the guidance available on the page.

NEW: NHS inform (Scotland) signpost added to the Signposting page under Health – Coronavirus category.

Thursday 22nd July

UPDATE: Outbound call and Dealing with voicemails processes have been updated. You can find them in the Supervisors page. (Calling people back).

Tuesday 13th July

UPDATE: Outbound call and Dealing with voicemails processes have been updated. You can find them in the Training and advice page. (Calling people back).

Tuesday 6th July (PM)

NEW: Briefing and debriefing link added to the Supervisor page.

UPDATE: The Language Line process has been updated. You can find it in the Quick Links menu at the top of the page and in the Training and advice page.

Monday 5th July

NEW: New password protected Operators page created and added to the main page of the Manual. To obtain password refer to the latest weekly newsletter or ask your supervisor.

UPDATE: Shifts and briefings page removed from the main page. Content of the page (Sign up for shifts and Briefings and debriefings) moved to Operators page.

UPDATE: Wellbeing for operators and supervisor page removed from the main page. Content of the page moved to the Operators page. Page Support line for operators updated with new information.

UPDATE: Zoom drop-in link moved from Training and Advice page to Operators page.

UPDATE: Record information from call page removed from the main page of the Manual.

NEW: Introduction for new starters page created and added to the main page of the Manual.

UPDATE: Introduction section removed from the Training and advice page. Contents of the page moved to the Introduction for new starters page.

Friday 2nd July

UPDATE: Hardship Fund page was updated with new information.

UPDATE: About the support line section has been removed (Main page).

UPDATE: Content style guidance section has been removed (Main page).

UPDATE: Feedback section has been removed (Main page). Replaced with a footer menu information at the bottom of the page.

Monday 29th June

UPDATE: Supervisor page password protected and updated:

• added supervisor spreadsheets.
• updated Briefing checklist.
• added supervisor processes and documents (Voicemails, Mitel Dashboard, WhatsApp NSL Supervisor Group, Supervisor Meetings notes).
• added link to the Supervisor Update.
• added link to the Supervisor Meeting/ Drop-in Zoom.
• added link to the Wellbeing for Supervisors and Operators page.

Friday 24th June

NEW: Government EU Settlement Scheme signpost added to Signposting page. Find in ‘Government’ section or type ‘settlement’.

NEW: The Cinnamon Trust signpost added to Signposting page. Find in ‘Pets’ section.

Friday 17th June

UPDATE: Local areas services page renamed to Local referrals.

UPDATE: Changes to services for Wales area cells updated in the Local Referrals page.

NEW: Big Quiz added to the Training and advice page (Introduction). Access to test/ refresh your knowledge.

Saturday 5th June

NEW: Printable Inappropriate and/or abusive caller script and guidance uploaded to the Training and Advice page (Practical tools and tips).

Thursday 27th May

UPDATE: Printable consent script has been updated. Find it on the Training and Advice page (Practical tools and tips).

Friday 21st May

UPDATE: De-briefing checklist in the Supervisors section updated with an additional point.

UPDATE: End Furniture Poverty signpost’s description updated and phone number removed. Find in the Signposting page by typing ‘furniture’.

UPDATE: Help for Hoarders signpost’s description updated and phone number added. Find in the Signposting page by typing ‘hoarders’.

UPDATE: Training events section removed from the Training and Advice page.

Friday 7th May

NEW: EDI categories page created in the EDI data section of the Training and Advice page (Introduction). Also accessible via the Quick Links menu at the top of the page.
Printable version (pdf) of EDI categories available on the page.

UPDATE: Consultation Call guidance removed from the Quick Links menu. Available on the Training and Advice page (Technical Support).

UPDATE: Being an operator: Step by step page updated (Step 6 and 11). Access through Training and advice page (Introduction).

Saturday 24th April

UPDATE: Dynamics e-learning guide updated with the recent changes in the database. Available in the Training and advice page (Technical Support).

UPDATE: Updated Safeguarding process now available in the Safeguarding page and in the Quick Links menu at the top of the page.

Thursday 22nd April

UPDATE: Updated version of Printable Consent Script uploaded to Training and advice page (Practical tips and tools section).

NEW: EDI Data page link added to the Training and Advice page (Introduction section).

UPDATE: Contact Safeguarding Team page updated with information on additional day when the NSL dedicated SAT advisor is available. Check on the Safeguarding page.

Wednesday 21st April

NEW: The Beaumont Society signpost added to the Signposting page. To find type ‘Beaumont’ or ‘gender’.

Friday 16th April

UPDATE: End Furniture Poverty signpost updated with a phone number. Find in the Signposting page by typing ‘furniture’.

UPDATE: Managing calls towards the end of shift guidance added to Ending Calls page (Training and advice page > Practical tips and tools section).

UPDATE: Digital Clinic’s date updated in the Training events page (Training and advice page > Introduction).

Wednesday 7th April

NEW: Language Line FAQs document added to the Training and advice page (Technical Support section).

UPDATE: Link to Dynamics platform has been updated to take you to the new updated version. (Record Information From Calls Section). NB. If you normally access Dynamics via a saved bookmark in your web browser – please ensure you delete the current one, click the link on the Manual or the tab on your Onelogin and saving a new bookmark.

Monday 5th April

UPDATE: Silverline signpost’s description updated in the Signposting page . Find under loneliness and isolation category.

UPDATE: Marie Curie signpost’s description updated in the Signposting page . Find under physical health and disability category.

UPDATE: Loneliness tag added to the NHS Volunteer Responders signpost in the Signposting page. The signpost’s description updated. To find type ‘loneliness’.

UPDATE: Contact Safeguarding Team page has been updated in the Safeguarding section. Phone number to the NSL Safeguarding Advisor added.

UPDATE: Decide what to do about a safeguarding concern page updated in the Safeguarding section.

Thursday 25th March

NEW: Frazzled Cafe signpost added to the Signposting page . Find under loneliness and isolation category.

Tuesday 23rd March

UPDATE: Updated Safeguarding process is available on the Safeguarding page and in Quick Links menu on the top of the page.

NEW: Vaccine Voices signpost added to the Signposting page (Red Cross category). To find type ‘vaccine’.

NEW: Partner with us signpost added to the Signposting page (Red Cross category). To find type ‘partner’.

UPDATE: Three of the Community Education signposts merged to one Community Education: Digital classrooms. Phone number updated. Find in the Signposting page (Red Cross category) by typing ‘community education’.

UPDATE: BRC online Gift Shop signpost description and link updated in the Signposting page (Red Cross category). To find type ‘gift shop’.

Friday 19th March

NEW: Quality Assurance post created and added to the Training and advice page (Introduction). Quality Assurance FAQs document attached to the post.

Sunday 14th March

UPDATE: Information on the EDI & protected characteristics workshop updated in the Training events page ( Training and advice page > Introduction). Please check before attending the event.

UPDATE: Dynamics FAQs page updated. Links to videos removed and What if a caller gets in touch to update their telephone number/postcode/address? section updated.
Training and advice page (Technical Support).

UPDATE: Printable Consent Script updated in the Training and advice page (Practical tools and tips).

UPDATE: Call checklist – shorthand guide to submitting a case page and a printable pdf version removed from the Training and advice page (Practical tools and tips)

Thursday 11th March

NEW: Series of videos on Dynamics changes added the Training and advice page (scroll down to Dynamics training videos section).

UPDATE: Previous Dynamics training videos removed from the Training and advice page.

NEW: Training events page created and added to the Introduction section of the Training and advice page. Check to find out more details on upcoming training events.

Wednesday 10th March

UPDATE: First Stop Care signpost removed from the Signposting page.

Wednesday 3rd March

NEW: Safeguarding process link added to the Quick Links menu on the top of the page.

Friday 26th February

UPDATE: Addition to ‘Repeat Caller Guide – “NB. You must not disclose any personal details to the caller and ensure they themselves confirm their personal details to you.” (Found under ‘Searching for a Contact’ section)

NEW: Safeguarding process added to the Safeguarding page (Links menu). Updated version uploaded at 15:40.

NEW: Donate your clothes to the BRC signpost added to the Signposting page. To find type ‘donate’ or ‘clothes’.

Wednesday 24th February

UPDATE: Zoom Drop-in meetings dates updated. Find in the Training and advice page (Introduction section).

NEW: Age Cymru (Wales) signpost added to the Signposting page. To find type ‘age’ or ‘Cymru’.

UPDATE: Age UK phone number updated in the Signposting page. To find type ‘age’ or ‘UK’.

NEW: NHS Inform (Scotland) – Mental Wellbeing signpost added to the Signposting page. To find type ‘wellbeing’.

NEW: NI Direct Government Mental Health Services signpost added to the Signposting page. To find type ‘NI’.

Wednesday 17th February

NEW: Sodexo signpost added to the Signposting page. Sodexo Pass Helpline for problems when an ASPEN card is not functioning. To find type ‘sodexo’ or ‘aspen’.

NEW: Care and Repair Carmathenshire signpost added to the Signposting page. To find type ‘repair’ or ‘Carmathenshire’.

NEW: Quick Links menu added to the main menu, at the top of the page. Click for easy access to the guidance on the Language Line or Consultation call, or the Hardship Fund information page.

Sunday 14th February

UPDATE: Repeat caller guide page updated with a decision flowchart on creating a new case or updating an existing one. To check go to Training and advice page (Practical tips and tools section).

NEW: Embassy pages signpost added to the Signposting page. To find type ’embassy’ or ‘consulate’.

NEW: SSPCA (Scottish Society for the Prevention of Cruelty to Animals) added to the Signposting page. To find type ‘animals’.

Saturday 6th February

UPDATE: Dealing with voicemails process updated. To find go
to Calling people back section on the Training and advice page (Practical tips and tools).

Friday 5th February

UPDATE: Food referral for London area updated in
the Local areas services page. Added ‘yes only for very urgent requests’.

NEW: NHS Scotland services signpost added to
the Signposting section. To find type ‘Scotland’.

NEW: NHS Scotland Covid-19 vaccine information signpost
added to the Signposting section. To find type ‘vaccine’.

UPDATE: Description on Connecting Communities: British Red Cross signpost in the Signposting section updated.
Removed: ‘Until December 2020 we’re also providing mobile phones, data packages and digital support.’

UPDATE: Refugee Digital Support signpost removed from
the Signposting section.

NEW: Tommy’s – baby loss support signpost added to
the Signposting section. To find type ‘baby’.

NEW: Support Line: Gender Identity signpost added to
the Signposting section. To find type ‘gender’.

NEW: PDSA (the People’s Dispensary for Sick Animals ) signpost added to the Signposting section. To find type ‘pdsa’ or ‘animals’.

NEW: Cats protection signpost added to the Signposting section. To find type ‘cats’.

Monday 1st February

NEW: SSAFA the Armed Forces charity signpost added
the Signposting section. To find type ‘armed forces’

NEW: The Royal British Legion signpost added
the Signposting section. To find type ‘legion’

UPDATE: Citizens Advice Bureau – Fuel signpost’s information updated in the Signposting section. Region changed from England and Wales to England, Wales and Scotland.

NEW: Official C-19 NSL Whatsapp group protocol document added to the Training and advice page (Introduction section).

Sunday 31st January

NEW: Link to an interactive map added to
the Local areas services page.

NEW: Video with guidance on how to use the interactive
map added to the Local areas services page.

NEW: Link to the Refugee Service information page added
to the Local areas services page (additional helpful links and documents).

UPDATE: Link to the Tesco vulnerable customer deliveries process removed from the Local areas services page and added to the Tesco signpost in the Signposting section. To find type ‘tesco’ in the search bar.

Tuesday 26th January

NEW: Manchester Community Response added to Signposting section. To find type ‘Manchester’

UPDATE: Information on the Mind signpost updated in Signposting section. The region changed from UK Wide to England and Wales.

UPDATE: New paragraph added to the Hardship Fund information page. Access through Local areas services page.

Saturday 23rd January

NEW: Local areas services page created in place of Local
lockdown restrictions page. Access through a tile on
the Operator Manual’s main page.

NEW: Glasgow offer document added to the Local areas services page.

UPDATE: Tesco vulnerable customer deliveries process link
added to the Local areas services page.

UPDATE: Hardship Fund information page updated.
Access through Local areas services page.

UPDATE: London area postcodes document removed from Training and Advice section, added to the Local areas services page (click on ‘London’ in the list of areas)

Friday 22nd January

UPDATE: Section tiles on the main page have been reorganised.

UPDATE: Page updates from 2020 have been archived.

UPDATE: BRC Staff Guidance on working with children and young people during the Coronavirus crisis added to the Training and Advice section (Practical tips and tools).

Wednesday 20th January

UPDATE: Information about the Age UK services updated in the Signposting section: ‘Please note: Some services are chargeable‘.

UPDATE: Feedback form removed from the Feedback page.
To send feedback use the email address provided on the page.

NEW: Section Briefing updates added to the main page
of the Operator Manual (next to the Shifts and Briefings section).
The page will allow you to see the latest updates shared by supervisors on the briefings, or catch up on the updates from previous weeks.

Wednesday 13th January

NEW: Morrisons Doorstep Delivery service
added to Signposting section
To find type ‘morrisons’

Monday 11th January

UPDATE: Zoom drop-in meetings dates updated in
Training and advice section (Introduction)

Friday 8th January

NEW: London Area Postcodes document added to
Training and advice section (Practical tips and tools)

NEW: Link to the society of St. Vincent de Paul (Northern Ireland)
added to the signposting section under ‘Money and debt’ category.
To find type ‘vincent’ or ‘society’.

Wednesday 6th January

NEW: Tier 4 Shielding guidance Q&A document added to Local Lockdown section

UPDATE: the page theyhelpyou.co.uk was removed from the signposting section as was not updated regularly. Please use ‘Local council’ signposting option instead.