It's possible that at some point you may encounter challenges in your role. This part of the training will help you to understand any possible challenges and what you need to do if you encounter them.
Enforcing boundaries
Since you conduct your calls from your own environment where you feel relaxed and comfortable, it can sometimes be easy to forget that you are also representing an organisation that has established policies and procedures, as well as rules and boundaries. It’s important that you work within the boundaries of your role and follow the policies that apply.
It can be challenging sometimes to enforce those boundaries, particularly in the case of older people who may be lonely and reluctant to accept that the purpose of the call is different from a companionship call.
When you’re asking an older person about their feelings of loneliness, there are particular challenges. Although we want to record responses in a certain way – by asking for numerical ratings, and so on – that doesn’t mean the person you’re speaking to won’t add more detail and tell you about events in their lives or ask for your opinion.
Remember that you are not there to give advice; it’s not part of your role to solve the older person’s problems, even though you might want to. Please be aware that any advice you give could be seen as advice given on behalf of Re-engage, and that's not the service we are providing.
Much as we might wish to, we cannot offer any quick fixes for people. If someone is asking you for something you can’t provide, you will need to clarify that you can't deal with their problems directly. You have information to hand in your signposting list that you can pass on to them about other national services that may be able to help them. There is more information on the boundaries of volunteering at Re-engage in your volunteer’s handbook. If you’re not sure about anything, you can always chat to your coordinator.
You won’t always be able to respond to the older person’s expectations and questions, and we don’t expect you to.
Handling difficult conversations
Making these calls requires excellent listening skills, good humour, and empathy - you’ll need to put people at ease so that they feel comfortable thinking about your questions and sharing their feelings. In the training relating to making the calls, we talked about using the script to help you to steer the conversation, but there may be the occasional call during which the person you are speaking to is having a difficult time and becomes upset.
Those conversations can be difficult to deal with. Your instinct is likely to be to respond sympathetically, but this can mean you end up on a long phone call that you are not best qualified to deal with. We do not expect you to counsel someone in distress. We would encourage you to be empathetic, but also - at the appropriate moment - to remind yourself and the person you’re speaking to of the limits of your role.
This can be something like taking a pause and saying: “It sounds like you’re struggling at the moment. Would you prefer not to continue with these questions?” or “It sounds like things are difficult right now. Are you OK to continue with this call or shall we stop?” (These are just examples; you can phrase things in a way you feel comfortable with.)
This gives the person you’re calling the chance to think again about why you’re calling them and whether they want to continue. If they say they’d prefer to end the call, let them know that that is fine.
Please refer to the full guidance on conducting evaluation and wellbeing surveys for advice on handling a range of scenarios. This guidance is kept up to date with advice from experienced volunteers and staff.
Handling technical difficulties
As you collect information on the telephone and record the information using online forms you may sometimes experience problems with technology that hinder the process. In this instance, you can either get in touch with the impact team or call the Re-engage knowledge team on 0800 716 543 for support.
Missed calls
Much of the time you won’t have arranged a particular time to call someone, but if they are busy when you initially contact them, they may ask to rearrange. From time to time, they might still miss their call.
In that case, leave a message if you are able to, and let them know when you’ll try again. It's fine if this is the following week when you have planned to spend time on your volunteering role.
If you’re unable to contact someone for an entire month, you should let the impact team know so that a follow-up check can be made, if needed.
Support and help
If anything comes up during your calls with an older person that causes you concern, revisit your safeguarding training, and get in touch with your coordinator.. They can help you to complete an incident and concern form, or discuss other appropriate action.
Always remember you can contact them if you are worried or concerned about anything in the call.
Important. Action needed.
If you have completed all the training, there’s only one more step for you to complete. You’ll then be ready to start your volunteering role with Re-engage. Please click the button below to complete your volunteer agreement.
Congratulations!
You’ve completed your impact volunteer training with Re-engage. You’ll be contacted by one of our impact team members to welcome you and put you in touch with your impact team coordinator.
We hope you enjoy your time as a volunteer with Re-engage.
Thank you so much for your support.