Being an operator: step by step
Check what you need to do to be a support line operator
Step 1 – Check you can do training
Step 2 – Register as a support line volunteer
Your Red Cross manager will contact you about becoming a support line operator
Step 3 – Read before your training
Read these pages before your training session:
- Adult abuse indicators
- Child and young person abuse indicators
- Contact safeguarding team
- How to respond to a disclosure
- How you could respond to callers
- Calling people back
Step 4 – Training over video call
Your training session will be led by BRC experienced operators.
The sessions will take place over Zoom video calls:
And – Read information from your training
This is the information covered in training:
- About support line
- Code of Practice
- Supporting distressed callers (CALMER)
- Angry and distressed callers
- Silent callers
- Abusive callers
- Boundaries and limitations
- Ending calls
- What to do after a call
- What information to collect
- Practical tips for answering calls
- Support for operators
Step 5 – Sign up for shifts
You can only sign up for shifts when you complete training.
Step 6 – Before your shift
Prior to each shift you need to:
- Check the Pages Update and Briefings Update pages in the Operator Manual for any updates
- Unmute the Official NSL WhatsApp group (click on three dots top right of mobile phone screen)
- Attend the briefing via zoom – joining details in the Operator Manual – Shift Briefings page > Briefing and Debriefings.
If you join partway through a shift the Supervisor may brief you over the phone (Mitel) rather than in Zoom.
- From your favourites (little star on top right of your screen) you will need to:
– Log into the Mitel phone system (some operators log into this prior to the briefing and show themselves as – yellow “busy meeting” and change to available – green after the briefing)
– Log into OneLogin to access the Dynamics 365 tile on the OneLogin homepage̶
– Have the Operator Manual tab visible
Step 7 – Set up your phone ready to answer calls
Step 8 – Answer calls to the support line
- How to answer calls with your phone
- Transfer calls
- Signposting to other services
- Decide to refer someone for urgent support
- Decide what to do about a safeguarding concern
Step 9 – Take a break, if you need one
Work of this nature has the potential for being upsetting and stressful. Take breaks, rest and talk to others.
Step 10 – Record information from calls
Information from calls will help in getting people further support, if needed.
- What information to collect
- Explaining how information will be shared
- Consent to collect and share information
- Record information from calls
Step 11 – After your shift
- Log out of the Mitel phone system
- Log out of Dynamics 365
- Log out of OneLogin
- Attend the de-briefing via zoom – joining details in the Operator Manual – Shifts and Briefings page > Briefing and Debriefings.
If you join partway through a shift the Supervisor may debrief you over the phone (Mitel) rather than in Zoom.
- Destroy any notes you may have taken
- Delete any numbers that may show in your phone history
- Delete messages in the official WhatsApp group and mute the group