Page updates

Keep track of new and updated pages of Operator Manual

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.