Safeguarding process

Safeguarding concern?

*If immediate risk to life of the caller call 999 (in Mitel 9999) straight away. Make a note of Police or Ambulance Service reference number: record in Case Notes along any advice given or actions they said they will do. Then follow the steps below.

1. Consult the case with shift Supervisor.
2. If advised by supervisor, call Ataa (Mon, Tue & Thu) or Safeguarding Assurance Team (Wed, Fri-Sun) > scroll down the page to see more details
3. Ask if DATIX needed and add in the notes: ‘no Datix needed’ or ‘Datix needed’.
4. Record the SAT advisor’s name and action advised in the case notes.
5. Call Supervisor to check which of the advised actions should be undertaken by you and which ones will be undertaken by staff.

Contacting Safeguarding Assurance Team

On Mondays, Tuesdays and Thursdays contact Ataa Amo (the NSL dedicated Safeguarding Officer) directly on 07803 018357.

On Wednesdays, Fridays and weekends call SAT: search in Mitel for ‘Safeguarding’ (0300 004 0377) .

When calling SAT:

  • share all the details about the case and ask SAT if a DATIX is needed or not
  • add the details of your discussion with SAT Team in your Summary notes and clearly mention if DATIX needs to be raised. Support team will take the cases forward accordingly.  
  • add the name of the SAT Advisor whom you spoke to.
  • Further to the above, we would kindly request that operators make two attempts to call SAT. If on the second attempt there is no answer but voicemail facility is available, we request that operators leave a voicemail including the case number, the operator’s name and a request to call the Support team back on 0203 841 2324.

The key points to remember when dealing with SAT cases are:

Urgent cases: 

If a caller discloses urgent safeguarding concern to you, you should call Ataa and in case the call is not answered please call the Safeguarding Assurance Team and discuss your concerns with one of the team. They will advise you the next steps you should take, for example, calling 999* if the caller is in immediate risk.

*To call 999 via Mitel you need to follow the outbound call procedure and type 9999 (one additional 9).

For both scenarios above, please make the caller aware that someone from British Red Cross may need to call them back (on the next working day if the call comes in at a weekend) to discuss further support options with them and where possible to seek their consent for any onward referrals.

Non urgent cases: 

If you are certain that there is a safeguarding concern, but the case is not urgent and there is no immediate risk to life, please make this clear in the case notes and let the shift Supervisor know about the case. The Operational Support Team (OST) will pass the case Ataa, on her next working day (in case the case has come through between Friday to Sunday), the Safeguarding advisor will then pick up the case and take all the appropriate action.

Examples of these types of cases might be: someone who is struggling to live independently due to unsafe living conditions and may need carers or a housing assessment, someone who is self-harming, someone who may be experiencing financial abuse etc.

Important: All case notes require the name of SAT advisor to be included.

See the full process below