Training and checks you need

Operators must have this training and these checks:

• Red Cross CALMER training
• Red Cross safeguarding awareness training
• Support line training
• You’re a registered British Red Cross volunteer or staff

Skills you need

Operators must have these skills:

• You can actively listen to someone and not interrupt them
• You don’t want to give all the answers
• You understand you’ll answer difficult calls
• You can stick to a process designed for people’s safety and wellbeing

Equipment you need

Operator will need this equipment to answer support line calls:

• A quiet, private space, you won’t be interrupted in
• A landline phone or mobile phone with signal
• A computer connected to the internet
• Headphones, if you have some. Frees up your hand for note taking, signposting to other services and other tasks you might need to do on calls