Check the latest updates from the daily briefings.
NSL Operators Whatsapp Group
A gentle reminder to all operators and supervisors: when queries appear on the whatsapp chat it is for the supervisor only to respond and other operators should not be responding to these queries. The reason for this is to maintain clear channels of communication and to avoid instances where incorrect information or advice is given out. Supervisors should always be monitoring the chat but if operators see that there are unanswered queries in the whatsapp group they should reach out to the supervisor by ringing the supervisor line.
Calls from Durham during holiday period, 24-30 December
Durham Council is closed for the festive period and will be directing SUs to the British Red Cross for food support where a family or individual has been asked to self-isolate. Callers redirected by Durham Council will have an isolation code, which operators should collect and add to their summary notes. The case will then be passed on to the area/CRCC to pick up and assist. Note – Anyone who has been asked to isolate will have a code starting with “Z.”
Script for High Intensity Male Caller to be used once at the earliest possible opportunity:
Before we continue our conversation I need to tell you that we have made some changes to our Support Line as part of our Quality Assurance process.
We are available to all callers to support them with emotional and practical needs and to enable us to do this fairly to all callers, we need to limit the number of your calls we’re able to answer. We are still able to speak to you everyday if needed, however this will be limited to one call each day of 30 minutes maximum.
If the SU is happy, start the conversation and remind them of 30 minutes coming to an end when you get to around 25 minutes. If the SU is not happy with the information provided, please consult the supervisor, and transfer the call to them. Supervisor is requested to inform OST and the operators can then start using the regular repeat caller script that we use for the female caller now.
Signposting for child refugees in adult accommodation
We have added an entry to the signposting guide for the Refugee Council’s Child Information Project. This is a service for unaccompanied child refugees and professionals working with them. It could be useful when dealing with calls from refugees inappropriately housed in adult accommodation.
New queue for diverted calls
We have submitted our request to OneCom and now expect that the additional call queue will be activated on Monday morning. The process guidance has been updated on Operator Manual. The supervisor will identify a volunteer to handle the diverted calls (as well as be in the normal queue) at the beginning of each shift; to begin with for consistency of response we will allow any diverted calls to go to voicemail whilst that operator is on their break. Many thanks again for your support with this.
Tower Hamlets Update
Families have been evacuated following chemical contamination in a block of flats in Tower Hamlets, London. The local authority have arranged a rest centre in a local hotel where around 10 families are currently staying.
Our telephone number for NSL has been provided to directly impacted residents in the rest centre, as well as the residents of other flats around the area where the incident occurred. If you receive a call from any residents, in addition to offering emotional support, the following signposts may also be relevant:
Cruse bereavement charity – Telephone: 0808 808 1677 Website: https://www.cruse.org.uk/
Hestia ‘helping people recover from emergencies’ – Telephone: 020737 3100 Website: https://www.hestia.org/
Family lives advice line: Telephone: 0808 800 2222 Website: www.familylives.org.uk
Tower Hamlets Local Authority:
General contact line: 02073645000, https://www.towerhamlets.gov.uk/content_pages/contact_us/
Local community orgs:
• Tower Hamlets friends and neighbours – befriending service and local support – https://www.thfn.org.uk/
• Newark Youth London – Provide advice and friendly chat over the phone for young people and families – https://newark.org.uk/
Refugee Support West Midlands.
Please note that this service is closed from the 1st of December 21 to the 4th January 22 for new referrals. The inbox will be monitored on a weekly basis by a member of staff, we will follow up on enquiries regarding our existing service users. Please do not email us if you would like to make a new referral.
Please see below a list of organisations that may be able to assist you during this time:
– Refugee and Migrant Centre https://rmcentre.org.uk/ (Birmingham) 01902 311554
– Find a Food Bank https://www.trusselltrust.org/get-help/find-a-foodbank/
– St Chad’s Sanctuary https://www.stchadssanctuary.com/ (Birmingham) 0121 233 3127
– Refugee Action https://www.refugee-action.org.uk/
– Hope Projects https://hope-projects.org.uk/ (Birmingham)
– Spring Housing https://springhousing.org.uk/ (Birmingham)
– Carriers of Hope Coventry https://www.carriersofhope.org.uk/ 024 7666 7008
– Benn Partnership https://www.bennpartnership.org.uk (Rugby) 01788 553033
– Ataa is on Annual Leave for the whole of December, in her absence in case you have a Safeguarding case that needs to be raised, please call the SAT Team on the number mentioned in Mitel. Please share all the details about the case and ask SAT if a DATIX is needed or not. Please add the details of your discussion with the SAT Team in your Summary notes and clearly mention if DATIX needs to be raised, Support team will take the cases forward accordingly.
– If you are raising a Safeguarding concern where you have not been able to consult with SAT on shift and therefor want to request it to be reviewed. Please ensure you are managing SU’s expectations. The appropriate action to be taken will decided by SAT and if may indeed be the case it is not considered a safeguarding concern. Please do not promise the SU that someone will call them back.
– In case you are required to call 999 for a SU, please make sure you are collecting Police/Ambulance Reference Number from the 999 operator on the line before you finish the call. This will help Ataa/SAT to carry out the necessary action and to do any follow ups with 999 if needed
Power shortages (particularly in the North Area)
We received a number of calls yesterday about them and regarding power shortages. We have been advised we cant help on individual cases and that SU need to contact power suppliers and if they are vulnerable they will be passed on from power company to the BRC. Also to reiterate that power suppliers are responsible for providing hot food and water to SU. Also that Vulnerable people include – disabled individuals on machines/ families with young kids and or vulnerable kids that would be impacted by this.
Western Power Distribution 24/7 Emergency Number is 105 and then option 2 SUs are above to find their power supplier if they check their area on-line. (Added by CC)
105 is the power-cut number for all power distribution companies throughout the UK. (Added by AS).
The Safeguarding Assurance Adviser is not in office today and Monday i.e. 19th and 22nd. In her absence, please call SAT team directly for advise on cases. Also, please check with them if DATIX needs to be raised. If yes, please mention it in the case notes and OST will pick it up.
There is no change in the Weekend process; it will stay as it is.
Suspicious calls claiming to be from the British Red Cross
We have received reports of people being contacted by phone by somebody claiming to be the British Red Cross and taking details from elderly people (key safe number, address etc) offering to come into their home to administer the COVID 19 booster vaccine. These reports have come from GP surgeries in Cheshire.
Reminder for all volunteers and operators: if an SU calls asking about in-home visits please inform them that we do not go into people’s homes to administer the vaccine and would always signpost them to their GP.
Repeat callers and call times
We are asking that operators aim to limit all calls to 30 minutes, although there may be the odd occasion where a call needs to be longer i.e. safeguarding or complex referrals and language line. All calls should be answered as a fresh call, with an open mind, and managed using the scripts in the Operator Manual if needed.
Also, we would now like operators to stop labelling callers within WhatsApp posts i.e. do not use descriptions such as “Repeat caller” “F1” or “F2”.
If an operator is certain they have spoken to a caller in a previous conversation, please add the word REPEAT at the beginning of the Summary Notes.
Reminder to report any Mitel issues to the staff team
When operators come across any issues with Mitel, this should be reported to supervisor or directly to the staff team. When reporting please include:
– what exactly happened just before and at the time of the issue (did you press any button? was there a anything different happening in the Ignite inbox?) ,
– time of the call started,
– if it’s a Language Line call issue, please let us know at what stage of the call you were when issue appeared (was it before connecting to the service? while waiting for the interpreter? when trying to connect back to the conference call? during a three-way call with an interpreter and a Service User?)
This is so we can properly investigate the problems.
- 9/11/2021 PM
Time of calls in summary notes
Gentle reminder that the time stated at the end of your case notes should be the time you recieved the call and not the time of creating the case in Dynamics.
To find the time of call on you mobile, you will be able to find it in your list of recent calls.
If you are using a Land line, you can either record the time upon receiving your call or refer back to the Mitel platform.
A screen shot of where to find this time of call on Mitel will be posted with this update on SLOM.
Please make sure your signposting to NHS support lines is appropriate to the SU needs.
Below is a break down of what each service is for.
111 (or www.111.nhs.uk/)
NHS 111 can help if you have an urgent medical problem and you’re not sure what to do
You answer questions about your symptoms on the website, or by speaking to a fully trained adviser on the phone. You can ask for a translator if you need one.
Depending on the situation you will:
-Find out what local service can help you
-Be connected to a nurse, emergency dentist, pharmacist or GP
-Get a face-to-face appointment if you need one
-Be given an arrival time if you need to go to A&E
– this might mean you spend less time in A&E
-Be told how to get any medicine you need
-Get self-care advice
119 (Covid-19 related calls only)
-Test & Trace service
-Covid 19 vaccination service
-NHS Covid pass service
-Issues with Vaccination records
– If you think it’s a life-threatening emergency
Writing Summary Notes/ Training & Advice.
The guidance for writing summary notes on cases has been updated. All operators and supervisors should read and start following these guidelines.
There are examples of all the different types of callers/scenarios that we receive on the National Support Line. It is no longer necessary to mark cases as F1/F2 – please just use type in REPEAT at the beginning of summary notes, as indicated in the guidelines.
Ataa (NSL Safeguarding Officer) not available on Fridays
Please be aware that Ataa’s casework day is now a Friday so please direct all Safeguarding concerns or queries to the normal SAT number on a Friday. She will be available to take direct calls on Mondays and Tuesdays.
- 20/10/2021 PM
Language Line – Difficulty obtaining Pashto interpreters
Several operators have reported difficulties getting hold of a Pashto interpreter when using the Language Line. If we are unable to get a Pashto interpreter, it may be worth asking whether the caller speaks Farsi or Dasi as many Pashto speakers can also communicate in these languages.
- 12/10/2021 PM
Dynamics – Microsoft updates
If you are experiencing issues with Dynamics, get in touch with Supervisor who will raise the issue with OST. An issue we are aware of is one where you get an error message whilst adding to local signposts box in Dynamics, if this happens please take a screen shot and call the supervisor, then please do the following:
1. A quick refresh of the page by pressing CTRL and F5 together.
2. Closing and re-opening the browser (if the above doesn’t work).
3. Ensure you are using Google Chrome
Language Line Calls – Safeguarding Request
Ataa from the safeguarding team asks us to remember to note the language used on all calls involving the Language Line. This is to ensure we can use the appropriate interpreter when we need to call anyone back to investigate safeguarding concerns.
Tower Hamlets Update
Please be aware that the London area team are giving out our number to the those who are being forced out of their homes (in a tower block) permanently in Tower Hamlets, due to fire safety concerns. The request is for us to offer emotional support only – Please avoid referrals to the area teams unless there is a secondary and very urgent need.
If you receive a call related to this please state ‘Tower Hamlets’ at the start of your case notes. More information may arise on the situation, however this is all we have at present.
Calling the support line supervisor
Please note: the Mitel option to call the Support Line superviser has been renamed from Support Line Super to NSL Supervisor.
South East area medicine referrals
The South East area cell will not be accepting medicine referrals until further notice.
Virtual Assembly – BRC’s National Support Line: How a phone call changes lives
We would love our wonderful team of operators to be part of the NSL’s Virtual Assembly. Please visit the front page of the SLOM and click ‘Submit’ for more information on how you can be part of our presentation.
N.B. Please be sure to reach out to Dhan or Charlotte (email provided on the SLOM link) for any support regarding creating and sending your videos. If you would prefer one of us to record your answers on a zoom call, this can be arranged by emailing them.
Please submit your video by Sunday 26th September.
Refugee Support Update:
1. As you are aware London RS is at full capacity, if a caller needs to be signposted to London RS then please for the time being signpost them onto Refugee Action, Refugee Council or Notre Dame Refugee Centre. Please DO NOT signpost the caller to BRC Refugee Support Service in any other areas. Refugee Support Services are split up into designated areas and they can only accept cases within their own area.
2. If a caller has stated that they do not have phone credit, then operators are able to ask for OST to email RS and pass on the caller’s details. In this case, please always add Refugee Support in the local signpost box in dynamics, DO NOT it as a referral.
Mobility aids Update:
Re asking questions to the SU calling about Mobility Aids (update shared on 12th August). We can now stop asking the question, we have been able to gather the information required. Thank you all for diligently following the process.
Afghanistan FAQ Update:
The FAQ document has been updated on SLOM, please take a look at the document and familiarise yourself.
London RS services: Update – email address added for ‘Refugee Action’
London RS confirmed that they are at capacity and cannot accept any new referrals at this time.
Please refer SU’s who need support in the London area to the following:
Refugee Action Email address: email@example.com https://www.refugee-action.org.uk/project/asylum-crisis-project/ Asylum Crisis (London) –if you are an asylum seeker in London and you need accommodation or support or your support has been refused or terminated, this service can help you. Phone: 0207 952 1599not accepting referrals anymore (updated 9/09/21 PM)
-Refugee Council – the line is only available Monday, Tuesday and Thursday https://www.refugeecouncil.org.uk/ Infoline 0808 196 7272
-Notre Dame Refugee Centre https://www.notredamerc.org.uk/ ADVICE LINE
– 0207 440 2669 Free immigration advice available in French or English. Advice is available for refugees, asylum seekers and human rights-based migration applications. It is given by OISC Qualified Advisers.
Unfortunately, we neither offer advice on points-based system applications, work or visit visas, nor assistance to EU citizens. Available Mondays 10:30 – 12:30 and Wednesdays* & Fridays 10:30 – 13:30
Please kindly remind operators that we are only permitted to access Service User case notes when actively working on behalf of the SU. Accessing case notes, even though well intentioned, at any other time – is a breach of GDPR and out with our guidelines.
Please kindly remind operators on appropriate use of the Official C-19 NSL Group. It is used only by the on-shift supervisor and operators as a point of contact for National Support Line related business and to convey important or urgent information. As operators, please allow Supervisors to respond to operators messages posted in this group.
Please find below information received from Refugee Support Re minors being housed in adult facilities:
If asylum seekers ( not just Afghan specific) are deemed to be over 18 by a local authority, their approximate age will be allocated and they will be dispersed into adult asylum accommodation. Age assessments can be challenged through a welfare solicitor;- so they need legal advice regarding age assessments. If there are immediate risks raised then the Safeguarding Assurance team should be called & communications with local OM coordinated for ongoing RS-RFL support.
London RS services:
London RS confirmed yesterday that they are at capacity and cannot accept any new referrals at this time. Please refer SU’s who need support in the London area to the following:
– Refugee Action
Asylum Crisis (London) –if you are an asylum seeker in London and you need accommodation or support or your support has been refused or terminated, this service can help you.
Phone: 0207 952 1599
Infoline 0808 196 7272
-Notre Dame Refugee Centre
ADVICE LINE – 0207 440 2669
Free immigration advice available in French or English. Advice is available for refugees, asylum seekers and human rights-based migration applications. It is given by OISC Qualified Advisers.
Unfortunately, we neither offer advice on points-based system applications, work or visit visas, nor assistance to EU citizens. Available Mondays 10:30 – 12:30 and Wednesdays* & Fridays 10:30 – 13:30
Vulnerable Non-British Nationals in Afghanistan in need of assistance
For non-British Nationals in Afghanistan, or family members of a non-British National in Afghanistan, who are in need of assistance, there is a phone line available: +44 (0)2475 389980. People should be prepared to provide as many details as possible including:
– full name as printed on your travel document / identity card or passport
– date of birth.
They should also provide these details for any dependants or immediate family members they may have such as their spouse and children. If people are calling on behalf of any individual or individuals in Afghanistan they should have the same details available. You can call between 9am and 11pm (UK time) until Sunday 22 August. From 9am on Monday 23 August the number is available 24/7
NSL Safeguarding advisor on annual leave
Please note, that the NSL Safeguarding Advisor, Ataa, will be on annual leave from Monday, 23/08 till 31/08. During this period, all safeguarding queries should be raised with the SAT number directly.
Update Re case notes relation Afghanistan Crisis
For all the calls relating to Afghanistan please start your case notes using the following:
• Afghanistan – Emotional support – In case SU is call seeking emotional support and just wants to talk to someone about how they feel.
• Afghanistan – Reconnect family – In case the queries are about connecting with their families in Afghanistan.
• Afghanistan – Advice – In case they are calling for any advice related to the situation.
In case there is anything else they are calling about that is not covered in the above-mentioned categories, please mention “Afghanistan Query” in the start of the summary notes.
Vaccination Support for Refugees – Pilot in Liverpool (North)
In Liverpool the area is trying to provide support to Refugee Support SU’s who are not able to access Covid vaccination due to various reasons. National Support Line details have been shared with the users in Liverpool. In case you get a call regarding vaccination support, please treat it as a referral, collect all the details and add Refugee Support as a Local Referral. Please start the case notes by mentioning “Vaccination Support Pilot” for OST to be able to identify..
Re Plymouth incident
The local Devon and Cornwall ER team have been supporting in Plymouth this week. NSL details have not been circulated yet, as there are a number of organisations in place that have been set up to help. But, if you do get any calls, here are some numbers that you could signpost people to. They have been put together by the council:
Child 24 hours mental health support – 01752435122
Adult 24 hours mental health support – 01752434922
Plymouth social care (out of hours) – 01752346984
NSPCC – 08088005000
Samaritans – 116123
Victim Support – 08081689111
First Response Service -08081968708
Live Well – 01752434922
There is help until Friday (it may be extended longer) a hub set up in Ford Lane Primary School, Cambridge Road in Keyham PL2 (opposite Lidl) where people can talk to health professionals face to face if they need to.
Re Afghanistan Crisis
At the moment there is no change to the actions for NSL to take with any callers, please carry handling the calls the way you have been focusing on emotional support and signposting. Below are some options for sign posting that can be found on the SLOM:
– BRC IFT local services
– BRC RS services
We will keep you posted as an when we have more updates.
- 12/08/2021 (added 15/08 11am)
Re: male repeat caller
We have blocked the male caller from the support line and should not be getting any calls from him. In case for any reason you get a call from him, please pass on the details to your supervisor and they will pass it on to OST.
- 12/08/2021 (11am)
Mobility Aids Calls
When you get a call for Mobility Aids, could you please ask SU the following questions to gather some more information:
1. Have you been on the website and tried to fill an online form
2. Did you try calling the number for mobility aids. Please add the information gathered in the summary notes.
We are trying to gather this information to be able to find out the reason for high number of mobility aids related calls.
- 11/08/2021 (4pm)
Repeat callers update:
Repeat callers update Please notify via WhatsApp if a repeat caller has called – Repeat F or M and time of call:
• F1 for the caller who doesn’t disclose her name.
• F2 for the other more recent caller.
Updated script available in the SLOM (Quick links menu > Scripts > Repeat callers)
Press related queries:
If we receive any calls to the NSL from journalists requiring information relating to the line, we should direct them to our Media team by emailing Press@redcross.org.uk.
If we receive any complaints from callers who state they are ‘going to the press’, we should add this to the case notes for OST to action.
When writing notes regarding repeat callers, the same process applies as to regular anonymous calls. It is important that you do not record any identifiable information such as names or numbers in the case notes. Please give a brief overview of the conversation with the caller and the SU’s situation – this will allow us to identify the caller without taking any sensitive data.
- 29/07/2021 (added to SLOM 30/07 11am)
Update for 2 repeat callers
Clare has now spoken to the repeat male caller, who has stated that he will not call again. She DID NOT get chance to issue any warning to him. If he does call again, operators should use the script we have in the operator manual for offensive calls. We need to ensure that we have work to zero tolerance of him being rude or offensive.
For the female repeat caller, we are looking to limit the number of times she calls and should say to her: “Our Quality Assurance process shows a need to limit regular callers to a maximum of one call a day for up to 30 minutes. We realise this may be difficult for you and would like to explore with you other support that may be available in your local area. Clare would be happy to call you if you felt able to share your phone number.”
Operators are not required to create case notes for silent calls on dynamics anymore. We would still like to know how many silent calls have we received on a shift, and request the supervisors to collect the numbers during the debriefs and have them added in the end of the day form.
Outbound calls script
On the 6th of June the Language Line process has been updated with the script that must be read out to an interpreter, who will translate it to the caller:
‘All calls are recorded for training and monitoring purposes. Calls to this number are confidential and unless there is a potential risk to you or others, or where we are required to by law, your personal data will not be shared without your consent.’
The Language Line process is available in the Quick Links menu at the top of the page, as well as in the Training and Advice page.
This script has now been added as well to the outbound calls procedure and to the voicemails procedure (available in the Training and Advice page > ‘Calling people back’ section). Please follow on every outbound call.
Hardship Fund Update
If you get any questions specifically about the Hardship Fund then please inform the SU that The Hardship Fund is no longer running (as of 1st July 2021).
– With lock-down easing and other services resuming, British Red Cross is no longer providing a Hardship Fund.
– Please signpost any callers requiring financial assistance/advice to CAB and/or Turn 2 Us.
– If anyone has any questions about an existing cash card, they can call: 0300 332 1425.
Save & Close
Understanding the recent changes on Dynamics, we know at times Save and Close does not work after 1 click. Please put a reminder out to operators in case they are not aware- if you press ‘save and close’ twice after selecting ‘ready for review’ it deactivates the ready for review button. For best practice, click ‘save and close’ once and click on the home button if the case has not closed, to get you back to the home page ready for your next call.
Re Inappropriate and/or abusive callers:
This process should be followed on any call where SU is either being Verbally Abuse/Disrespectful or the nature of the conversation involves Racial comments/discussions or Sexual comments/discussions.
Please use the below warning script immediately as we have Zero tolerance towards such behaviour:
“I need to let you know that we are here to assist people who need emotional or practical support; however, this type of conversations is not appropriate for this line. If you continue to talk about this, I will need to end the call, and this could result in your access to the service being suspended.”
If the SU continues to talk on inappropriate topics (this is in reference to the same call) the following warning script should be used:
“As I’ve said, I’m sorry but this conversation is not appropriate for this line. I now need to end this call. Goodbye” and hang up the call.
Please start the summary notes by mentioning “Warning Given” and mention some key words from your conversation and let the Supervisor know about the case, who will then inform OST and we will take the necessary approvals to have the access suspended.
Reminder to operators:
When a caller requires emergency help or support with food, please manage expectations. Not every area will be able to provide food parcels, but might be able to support the caller in different ways. Please do not mention food parcels to the SUs, as we recently got feedback from one of the areas that they are concerned the operators might be overpromising mentioning to SUs that they will arrange or put the case through for a food parcel.
Aspen Card calls Update:
Any calls coming in for food/other practical support due to Aspen card isses – First interaction on weekends needs to be signposted to Migrant Help helpline number and weekdays to RS/their current RS caseworker (RS are not avialable at weekends). If nothing works in thier favour the SU should be signposted to foodbanks if appropriate and areas for food if all else fails – Referrals to the area should be the last resort as Migrant Help are supposed to be helping SU with the necessaties.
NB. In all cases please check if SU has asked Migrant help for support with food/basic necessities before you raise a referral to the area. If they have not, they should be signposted to Migrant help no matter the day of the week.
Update on Refugee Support:
We have been able to put a solution in place for services users calling in to contact Refugee Support however, do not have funds to call RS and/or have no access to email.
If you have an SU who mentions they do not have to funds to call RS and/or have no email access please collect thier personal details, add RS as signpost and write clearly in your summary notes for OST to email RS. Operational Support Team will pick up the case and email the details to RS for them to get in touch with the SU. Refugees Support team has a turn around time of 2 business days please manage SU’s expectations (like you always do).
The new consent script change will go live on Dynamics on Tuesday 1st June.
There is not a huge change to the script but it will be as follows –
“Do you consent (or has the person who you are calling on behalf of consented) to the British Red Cross storing and using the personal information including special category data that you provide on this call in order to provide the service and for other legitimate purposes?”
Aspen cards that are provided to Asylum seekers are due to change and it is planned to happen this weekend.
All cards will cease to function at 5 pm on Friday i.e. 21st May and the new cards will work on Monday at 9 am i.e. 24th May. Home Office and Migrant Help have put support in place for the users, however, if we get calls in relation to this, the SU should be signposted to the Migrant Help helpline 0808 8010 503 over the weekend and to their Refugee Support caseworker during the week.
Please can you give the operators a gentle reminder to ensure that they click the ‘Ready for review’ button when creating cases and report any issues if they arise.
Call relating to Poplar Fire (In London):
If the SU has any practical needs they should feed them back to their caseworker at Ballymore (which they should have the details for). Please can details of what support is needed also be added into the case notes clearly.
Calls for Poplar fire in London, that broke out last Friday, will be redirected to the NSL. The line has now been set up and will reroute directly to the NSL so we might start getting calls.
If you receive any calls in connection to the above, please add in the summary notes ‘Poplar Fire’. These calls should just be emotional support. Practical things should be provided by building owners now so we can refer callers to them – (Building management company, Ballymore). However if you get calls asking for practical needs, please include this in the summary notes, so we can feedback to the building owner.
Re: Creating contact/collection personal details
Personal Details and EDI information (if appropriate) only need to be collected from the SU in case providing practical support, i.e., referring for Food, Medication, etc. or if there is a Safeguarding concern. For queries where you are signposting, please close the case as Anon, i.e., no need to collect personal information and/or EDI information.