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Guidance for Summary Notes on Cases

Summary notes in Dynamics are important so that our Operational Support team (OST) can clearly understand why a service user has called the Crisis Hub Support Line (SL). They also contain critical information and detail for if legal issues arise and may be called upon in a court of law so keep in mind your notes are a legal document.

SL operators therefore need to be mindful that, depending on the circumstances of the call, numerous people may read their summary notes. Service users can also request to see information held about them, therefore only facts should be recorded and not opinions.  As all calls are recorded there is no need for verbatim notes.

In alignment with the Red Cross guidance ‘Principles of good clinical, practice and case note recording’ and for all the above reasons, summary notes should:

  • Be concise & factual
  • Be professional
  • Only contain information relevant to the case
  • Identify Signposts given to caller for support/guidance/information (Also add these to the Local Signpost column)
  • Identify where an internal BRC referral is required by OST and why – e.g. SU having difficulty contacting RS due to current ill health so please email over their information. In these cases you must take the SU consent to record their details AND confirm they consent to their information being passed to the RS team. Document this in your notes.
  • Identify Safeguarding concerns and actions taken, including name of Safeguarding agent and Datix requirement. (See safeguarding pages for what information needs to be collected in these calls)
  • Written with minimum spacing as to keep text tight and clearly associated with Agent
  • Conclude with clear instructions – NFA / referral needed / SAT (Safeguarding Assurance Team) need to be contacted.
  • End with NFA or ***Action Required Agent XXXX, Date, Time of call.

Examples of typical calls:                   

ANONYMOUS CALLERS

If a caller wants to remain anonymous, operators should not record any identifiable details in Dynamics or anywhere else (including in summary notes and on WhatsApp).

Notes for anonymous callers should be brief and only need include: why the caller has contacted SL, what support you have provided, NFA, Agent ID, date, and time of call.

For Additional Line callers there is no need to detail the conversation (unless there are safeguarding concerns). AL call, psychosocial support given, Calmer framework used, signposts given – Samaritans, turn to us. NFA Agent XXXX 08/10/21 11:15.

    Examples:

    SU called as they were feeling lonely.  Signposted to Silverline and Salvation Army.  NFA Agent xxxx 20/06/21 11:25

    SU called needing help with finance and occasional food. Signposted to CAB and Trussell Trust. NFA Agent XXXX 08/10/21 14:58

    Caller needs transport for her hospital appointment.  She is unable to afford public transport, no friends or family are available, and GP is unable to help. Signposted to British Red Cross / local Independent Living team. No further action is needed. Agent XXXX 23/3/21 10:16

    IDENTIFIED CALLERS

    Where consent is needed to provide support, callers must be asked for consent to record their details. These calls may include:

    • Where callers need their details to be emailed to Refugee Support
    • Cases involving Safeguarding
    • If you are unsure if the case is a safeguarding or will need referral take consent and take the details anyway. These can always be removed and not stored if not needed afterwards as per GDPR guidelines.

    If a caller already exists in Dynamics, the operator should follow these guidelines:

    • For previous cases less than 5 days old with no new referral, add a line space after last notes and then add new ones.
    • For previous cases more than 5 days old, create a new case.
    • For any new referrals create a new case.

    Adding notes to existing cases

    Caller needs help collecting her medication from a pharmacy on Broad Street, Newcastle before 18/09/2021. Her daughter would usually collect for her but is currently isolating. Local referral raised for medication collection.  Agent XXXX 16/09/21 14:41

    Caller rang back to inform that her neighbour has offered to collect the medication. Please advise local area that support is no longer needed. Agent XXXX 17/09/21 10:15

    Safeguarding case (raise concern to Supervisor and report to Safeguarding)

    Caller is seeking food vouchers as her Universal Credit won’t come for another 10 days and her local food bank is closed for the next four days. During the call, the caller revealed that their partner was taking their money and has been physically abusive recently but was working away from home for the next few days. Called Safeguarding Assurance Team after speaking with Supervisor and with agreement of caller. Caller signposted to domestic abuse charities (Refuge). Local referral raised for food provision. Safeguarding officer on duty was ___________ and they requested a Datix report be raised. Agent XXXX 8/10/21 17.32

    LANGUAGE LINE

    When using Language Line, follow the process detailed above for anonymous and identified callers and include the Language Line Agents ID and language spoken in your summary notes.

    Once connected with Language Line make sure you read out and the interpreter can translate the consent to record/confidentiality statement. The SU will have heard this as an automated message when they first called but may not have fully understood as it was in English.

    Example:

    Farsi, LL Agent xxxx – Consent to record/confidentiality statement repeated and interpreted. SU consent gained for call to continue. SU called wanted telephone number for our Refugee Services in Manchester.  Signposted to Red Cross Refugee Services Greater Manchester. NFA Agent XXXX 08/10/21 14:58

    VOICEMAILS & CALLBACKS

    A case should only be created if contact is made. Follow the process and examples detailed above for anonymous, identified, and non-English speaking callers.  In your summary notes add the VM line number given by your supervisor at the beginning of your notes.

    OTHER SPECIAL CALLERS OR CIRCUMSTANCES

    The NSL occasionally receives calls that warrant special notes so that the OST can follow up on them i.e., high intensity users (repeat callers), incidents or inappropriate/abusive callers.  Operators should start their summary notes with specified text to enable OST to identify them immediately i.e., HIGH INTENSITY USER (REPEAT), GLASGOW STRIKE (example), WARNING GIVEN etc.

    Warning given – Verbal Abuse/Disrespectful or made Racial comments/discussions or Sexual comments/discussions.

    Examples:

    HIGH INTENSITY USER – Chatted with caller, reminded him at start of conversation we are offering our callers the opportunity to chat with us for up to 30 minutes per day.  Advised 20 minutes into call that we had 10 minutes left.  Drew conversation to a close at 30 minutes and explained he could call us back tomorrow if he wanted.  NFA Agent xxxx 01/09/21 12:39

    WARNING GIVEN – Inappropriate language towards black people and women. Caller used disparaging language and became antagonistic after I warned him. He calmed down and the call continued but I had to end it because the abuse started again. NFA. Agent XXXX 13/07/2021 10:45

    WARNING GIVEN – Caller was aggressive on the phone and was frustrated that no one was supporting their need for food. They became abusive and I explained to them that I would have to end the call if they continued in is manner.  As caller continued to be abusive, I ended the call. NFA Agent XXXX 24/08/21 13:30