Page updates
Check new and updated pages in Operator Manual (2020)
Monday 21st December
NEW: NHS Volunteer Responders added to Signposting section
NEW: COVID Tiers information added to Signposting section
Wednesday 9th December
Updated: Calling people back section
(Training and advice > Practical tips)
Friday 4th December
New Category: Asylum Seekers category added in Signposting section
Tuesday 1st December
UPDATED: Hardship Fund information page (only change is to add in referral organisations for Northern Ireland)
Search for the page in the search bar on the top of the page by typing ‘Hardship Fund’.
Thursday 19th November
NEW: DRIM guidance in Training and advice section (Technical Support)
Friday 13th November
UPDATED: Mitel – Language line procedure updated in Training and advice section (Technical Support)
*no major changes to this only revised wording for clarity of understanding
Saturday 7th November
NEW: Signposting video added to Training and Advice section (Dynamics training videos)
Wednesday 4th November
NEW: information about Zoom drop-in meetings
added to Training and advice section
NEW: TESCO customer service phone line
added to the Signposting section
NEW: Wales Private Rented Sector Debt Helpline
added to the Signposting section
Monday 2nd November
NEW: government advice for international travel added to the Signposting section
* type ‘travel’ to find links to government guidance for England, Northern Ireland, Scotland and Wales
Friday 30th October
NEW: the BRC online gift shop added to the Signposting section
* queries about Christmas cards can be directed to the website, the listed email address or phone number
Tuesday 27th October
From today, all shift briefings and debriefings will be held under the same Zoom link (originally used as the morning briefing). Link is also available in Shifts and briefings section.
Monday 26th October
NEW: services added to the signposting section :
- Long COVID information and advice
- End Furniture Poverty
Sunday 18th October
Updated Operator information: Hardship Fund
Tuesday 13th October
Wednesday 30th September
Updated Operator information: Hardship Fund
Thursday 24th September
NEW: Case note guidance (Updated 24/09)
Wednesday 23rd September
Tuesday 22nd September
NEW: Dynamics 365 – Duplicate Contacts
NEW: Dynamics 365 Training videos
Navigation and finding a contact
Summary notes and finish a case
Friday 11th September
NEW: Video’s from this weeks’ Digital Clinic (09/09/2020)
Mitel – Transferring calls (Video)
Mitel – Making outbound calls (Video)
Wednesday 9th September
Friday 4th September
NEW: Dynamics 365 Training Platform
Wednesday 2nd September
URGENT UPDATE: Huggg
Wednesday 19th August
Tuesday 18th August
Friday 14th August
NEW: Refugee Services
Friday 7th August
NEW: Dynamics Guide: When someone calls on behalf of someone else.
Thursday 6th August
NEW: Repeat Caller Guide
Thursday 30th July
Wednesday 15th July
Thursday 9th July
UPDATE TO PAGE: Digital Champions – FAQs for Dynamics
Thursday 9th July
Wednesday 8th July
Friday 3 July
Update: Glasgow West Scotland Covid 19 service overview – Revised offer
Friday 3 July
Update: About the Support Line Mitel workaround
Wednesday 1 July
Wednesday 1 July
Wednesday 1 July
New: Whatsapp Group Official Guidance for C19
Monday 15 June
Friday 12 June
Tuesday 2 June
New: Guidance for Support Line staff working with Children and Young people during the Coronavirus crisis
Thursday 28
- New: Phonetic alphabet
Tuesday 26 May
- New: Feedback
Monday 18 May
- New: Suicide and self harm
- New: Safeguarding
Tuesday 28 April
- Removed: Turn off your voicemail
- Updated: Transfer calls
- Updated: How to answer calls with your phone
- Updated: Set up your phone ready to answer calls
- Updated: Stop getting support line calls
- Updated: Speak to your supervisor
Thursday 23 April
- Updated: Homepage
- Updated: Phone number
Monday 20 April
- New: Supervisors
- New: Briefing checklist
- New: Updates to give operators
- New: De-briefing checklist
- New: De-brief form
- Removed: Register as a support line volunteer
Thursday 16 April
Monday 13 April
- New: Introduction video
Friday 10 April
Thursday 9 April
Wednesday 8 April
- New: Being an operator: step by step
- Updated: Ending calls
Tuesday 7 April
- New: Sign up for shifts
- New: Briefings
- New: De-briefings
- New: Shifts and briefings
- New: Roles and responsibilities
- New: Types of difficult calls
- Updated: Check what you need to be an operator
Monday 6 April
- New: Zoom video calls
Friday 3 April
- Updated: Contact safeguarding tean
Thursday 2 April
- New: Page updates (this page)
Wednesday 1 April
- New: Hide your phone number
- New: Record information from calls
- Updated: What information to collect
- New: Note-taking
Monday 30 March
- New: Calling people back
Sunday 29 March
- New: Equipment
Friday 27 March
- New: Explaining how information will be shared
- New: Consent to collect and share information
- New: Personal information
- New: Support line for operators
- New: Tips for stress management
- New: Support for operators
- New: Adult abuse indicators
- New: Child and young person abuse indicators
- New: How to respond to a disclosure
- New: Angry and distressed callers
- New: Silent callers
- New: Abusive callers
- New: Boundaries and limitations
- New: How you could respond to callers
- New: Supporting distressed callers (CALMER)
- New: Code of Practice
- New: Training and advice
- New: What to do after a call
- New: Practical tips for answering calls
- New: Support and advice available
- New: Opening times
- New: About the support line