Roles and responsibilities
There are three roles on the support line:
Operators answer calls from people who need support.
Operators are responsible for:
- Giving emotional support
- Signposting to other services
- Referring people for other support, such as food and other essentials
Supervisors support operators on any given shift.
Supervisors are responsible for:
- Briefing operators at the start of a shift
- Providing operators information throughout a shift
- Giving advice when operators are unsure what do to
- Listening and speaking with operators when they have a difficult call
- Debriefing operators at the end of a shift
Managers organise the day-to-day set-up and running of the support line.
Managers are responsible for:
- Reports on the needs of people calling the support line
- Organising briefing and debriefing operators
- Information given out by operators is accurate and up-to-date
- Coordinating with other parts of British Red Cross
- Coordinating with other organisations