There are three roles on the support line:

Operators

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

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

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