Christmas call companion role specific training

Training 5: reporting issues or concerns

You must maintain an open mind and understand that any adult, in any situation, could be the victim of abuse or neglect. When concerned about the welfare of an older person, you must always act in the best interests of the older person and act immediately.

If the older person is in immediate risk of danger or at risk of causing harm to themselves or others, you must immediately contact the emergency services by calling 999.

We understand that seeing or hearing about a potential safeguarding issue can be difficult and sometimes you may feel unsure or hesitant about calling the police, but it’s important to understand that you need to report it.

If someone is in immediate danger then you must call the police on 999, advice and support will be given. The police will ask for key information, so it’s important to share what you have, even if it is only a name and telephone number. The police will advise of the steps to take.

If you are concerned about an older person, you must complete an incident and concern form via the Re-engage website. This form must be completed at the first possible opportunity and no later than one working day after being informed about a concern. If you’re not able to access or complete the form, you must phone Re-engage as soon as possible on 020 7240 0630 and ask to speak to the safeguarding specific point of contact (SSPOC).

The information recorded on the safeguarding concern form must be factual and not based on opinions, recording what the person has said or what has been witnessed, with the specific nature of the concern.

Failure to report safeguarding concerns will be considered a serious breach of Re-engage's safeguarding procedures and may result in disciplinary action (for example, you may be asked to step back from the charity). Submission of the incident and concern form will trigger an alert via email to the safeguarding mailbox which is monitored by the SSPOC.

It is important to remember that it is not your responsibility to determine:

• If an older person is an adult at risk.
• If an older person has the capacity to make choices which may put them at risk.
• If abuse has occurred.
• What action is required to protect the older person.

Fears about sharing information must never be allowed to stand in the way of the need to promote the welfare and protect the safety of others.

Help and support

If you’ve any questions or queries about Christmas call companions, please take a look at our library of FAQs on the Re-engage website which are regularly reviewed.

You can also contact the Re-engage team by emailing knowledge@reengage.org.uk or by calling 020 7240 0630 (office hours 9am-5pm Monday to Friday).

Wrap up

This is the end of your Christmas call companion training. We do hope you’ve found it helpful and that we’ve answered any questions and concerns that you may have had.

If you still have questions, or there is anything you don’t understand, don’t forget that you can contact the Re-engage team by emailing knowledge@reengage.org.uk or by calling 020 7240 0630 (office hours 9am-5pm Monday to Friday).