Roles and responsibilities

There are three roles on the support line:


Operators answer calls from people who need support.

Operators are responsible for:


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