Check In and Chat Volunteer

Getting You Started Guide

As a Check In and Chat volunteer you will provide short-term telephone support to people in need of a friendly phone call and encouragement to improve their mental health and wellbeing.

Check In and Chat volunteers can make up to 3 calls a month, this is due to the activity not requiring a DBS check. If you would like to make more calls, we would ask you to consider supplementing these calls by signing up as a Check In and Chat Plus^[1] Volunteer as well. This would mean on top of the 3 one-off calls you make a month, you would have regular conversations with the same person (3 calls per week for 6 weeks). Check In and Chat Plus supports more vulnerable people and requires a DBS Check.

The support you will be giving is a one-off phone call. You are calling to help them feel better, you should always be guided by what is important to them, and what they would like to chat about – just having you there to listen might be what they need most.

If you think it is appropriate, and if they are happy to do so, you may choose to use elements of the evidence-based NHS 5 steps to mental wellbeing^[2], which is an approach to supporting mental health. The aim of this is to help them explore positive changes they could make to their lives to help them feel better. If you use this approach, you should always be sensitive to limitations that they may have, for example around their mobility, or if they might have dementia.

You will find everything you need to get started in this guide, including a list of some questions you might use to guide your call and some points to consider about the people you will be supporting. 

You will support a range of people in diverse communities and we ask that you make sure everyone feels supported, welcomed and valued for who they are.

Further information on how you can support people with accessibility needs and learn about different backgrounds and communities can be found in our Inclusion Hub^[3].

Page last reviewed: 19 February 2024

1. Ensure you withhold your number. This is to protect you from unsolicited calls and to ensure safeguarding procedures are followed. You can do this by dialling 141^[4] before the person's number or go into your phone's settings. You can read more about Data Protection and confidentiality^[5] as well as safeguarding^[6].
2. It is important to uphold the confidentiality of the person at all times. You may receive/hear personal information or details through conversations. All forms of personal information must be treated with respect and be handled in a highly confidential way.
3. Think about how you safely store contact details, do not leave these in a place that other people can access. If you are able to lock these away in a safe place, please do so. If you need to destroy this information please ensure it is shredded in a confidential manner.
4. If you call and don’t get an answer, try again later that day. If you find that you are not able to make contact after 3 attempts please press the ‘PERSON DID NOT ANSWER’ button on the GoodSAM app, this will alert our Support Team to follow up.

Full guidance for using the app can be found in Using the GoodSAM app^[7].

Page last reviewed: 19 February 2024

You should introduce yourself and let the person know that you are a volunteer who is supporting the Volunteer Responders programme. Please be aware that the person you are supporting may have referred themself or a healthcare professional has put in a request for support on their behalf.

Let them know you are calling to check in and make sure they are ok and have everything they need.

As appropriate to their circumstances, you may choose to offer gentle suggestions to help them connect with others, become more physically active or learn a new skill. The NHS steps to mental wellbeing^[2] gives a good framework to help with this.

If they have access to the internet you can point them to the Royal Voluntary Service Virtual Village Hall^[8] where they can access online sessions like creative arts and crafts, music and singing, cooking and baking, dance and exercise and technology skills.

You may also want to look at weareundefeatable.co.uk^[9] and the NHS Better Health^[10] website also offers guidance on kickstarting your health. If you can signpost the person to other advice and support, that’s great, but sometimes a friendly ear is enough and if you have identified during your chat that they could benefit from some extra practical help then contact our Support Team who will be able to follow this up.

Page last reviewed: 19 February 2024

If you are unsure about how to start your Check In and Chat call we have some tips and questions here that might help. We hope that you will engage with the people you are calling by actively listening and building rapport through an enjoyable chat.

Using open questions that start with who, what, where, when, why and how or tell me about… will help to guide your conversation naturally.

• How are you doing/feeling today?
• Tell me about yourself
• What did you do this morning/afternoon?
• What is a typical day like for you?

Listening is just as important as asking questions. Carefully pay attention to what the person tells you and respond without judgement. You can repeat back what has been said to check your understanding.

Page last reviewed: 19 February 2024

Can you continue to support me outside the Volunteer Responders programme?

Please explain that you are not able to offer this as a Volunteer Responder. We ask that you do not pass your contact details to any one you support, nor maintain an ongoing relationship with them.

The programme has been designed so that people get a different volunteer each time as part of our safeguarding for the programme and to protect you and the person you are supporting.

Healthcare professionals are referring people into the programme on the understanding that these safeguards are in place and upheld. Failure to do so risks undermining their confidence in making future referrals.

We recognise that many of you will want to help as much as you can but most people have been set up in the system to receive regular calls or support. This means they will benefit from a different volunteer calling each time. Continuing to contact them will only mean they receive multiple contacts from different volunteers which may confuse them.

We have a separate service for those with increased need who may benefit from speaking to the same volunteer over a longer period. Please contact the Support Team on 0808 196 3382^[11] if you think the person you are speaking to may benefit more from this service or you can advise the person that they can self-refer for this service by calling 0808 196 3646^[12] (please note this a different phone number to our main support line, specifically for self-referrals).

I need some practical help i.e. to collect my prescription or shopping on 0808 196 3382^[11]?

Advise them they can self-refer for a Community Response Volunteer to help with picking up prescriptions or shopping by calling 0808 196 3646^[12] or you can contact the Support Team on 0808 196 3382^[11] so they can follow up.

Can I take down your phone number, so I can call you if I need anything?

Establish what they mean by ‘need anything’ i.e. is this practical support we can offer through a different activity in the Volunteer Responders Programme, such as Community Response or by matching them with other support locally. Politely tell them that you are not permitted to give out your personal contact details.

I’m worried about my neighbour, can you call them if I give you their number?

We would suggest your neighbour calls our Support Team on 0808 196 3382^[11] to see if they are eligible for support.

I’m feeling very sad/depressed/hopeless, I think I need some help

Talk to them to understand their needs and if required, call the Support Team to refer them for practical support. Or suggest they speak to their GP who can discuss their concerns with them. If you are concerned about them, please ensure you alert the Support Team.

I’m lonely and I don’t have anyone I can call

Ask who they would usually talk to/spend time with and see if they can contact any of these people via phone. Let them know about any local services you might be aware of or contact the Support Team who can follow up as they may be eligible to receive Check In and Chat Plus support with the same volunteer over a 6-week period.

Page last reviewed: 19 February 2024

As a Volunteer Responder it is very important that you are familiar with our key points for volunteers including:

• Volunteering agreement and acceptance^[13]
• Providing an emergency contact^[14]
• Data protection and confidentiality^[5]
• Equality^[15]
• Safeguarding^[6]
• Reporting accidents and incidents^[16]
• Driving for Royal Voluntary Service^[17]
• Expenses^[18]

Page last reviewed: 03 January 2024

Follow the links below to other sources of information on this website that will support you in your volunteering activities.

• 5 steps to mental wellbeing^[2]
• Questions to explore 5 steps to mental wellbeing^[19]
• Supporting a person living with dementia^[20]
• Supporting a person with poor mental health^[21]
• Supporting people who are experiencing severe distress^[22]

Page last reviewed: 06 November 2023