– Please remind callers of the feedback survey if appropriate at the end of the call, the script can be foundhere and in the script quick link.
– Outbound calls are only to be made at the request of the Supervisor on shift. Please do not take any call-back actions unless you have been asked to do so. All call backs are documented prior to them being made.
– Please remember to try and get a screen shot when submitting a technical support form.
– Please manage expectations when signposting to CTT line/BRC Refugee Support Services, some services may have longer wait times and the SU should not expect such an immediate response.
– Reminder of informal Tuesday drop-ins 17:30-18:15
– Try to keep calls with High Intensity users to 30 minutes and start the call by gently reminding the SU of this timescale.
– Please remember to attend a briefing before every shift as there may be important information you need. This can be a phone call if zoom session has ended. A debrief is needed after every shift also including after a partial shift.
– Newsletters are also sent to your Red Cross in box, they can also be read here.
– Complete your dynamics notes with NFA or No Further Action if that is the case as well as Date/Time/ID number.
– Dont forget to add your signposts to the right hand column on dynamics.
– If using Language Line ensure to read out the confidentiality/recorded line statement so it can be translated to the caller as they may not have understood it fully on first getting through as the automated message is read out in English.
– Read out the consent statement in full and gain consent if ANY SU details need to be taken and stored. If details are not going to be used then we cannot store them on dynamics as per GDPR guidelines.
– When using language line talk to the SU as you would any other call, simply leaving time for translations to occur. It should feel like the interpreter isn’t even involved in the conversation.
– No personal data should be in the main text notes of dynamics. It must all be on the name and address page as protected data and full consent gained to take and store it by reading out the statement to the SU.
