Community Response

Community Response

Community Response: Local shopping or prescription delivery to a person’s home or accompanying someone to a social activity in the community. 

As a Community Response Volunteer, you can support the following activities:

These activities would suit volunteers who:

  • Are able to support people who are unable to collect items for themselves.
  • Have respect and patience for others.
  • Have an open mind and appreciation for people’s differing circumstances.
  • Are flexible and willing to adjust their approach to suit different situations.
  • Would enjoy accompanying people to take part in social activities.

Skills you may have or gain include:

  • Time management.
  • Effective communication.
  • Organisation skills.
  • Active listening.
  • Building rapport.
  • Empathy.

This guide will give you everything you need to get started with Community Response. If you haven’t already, please see our volunteer checklist[4] to ensure you read everything necessary to give you the best possible start to your volunteering.  

Inclusion 

We are committed to creating a welcoming and inclusive environment for people of all backgrounds, communities, identities, and abilities. We value the diversity of our volunteers, the people we support and the unique experiences everyone brings.  

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

Please watch our short introductory video on EDI principles[5] for access to the video and for more information on how you can support people with accessibility needs and learn about different backgrounds and communities visit the Inclusion Hub.[6]

Page last reviewed: 05 June 2024

Shopping – small shop/large shop

Shopping - small shop/large shop, aims to support people who are unable to collect their essential shopping.  

  • Small shop - This will be a small shop, typically a few items in a basket that can be done at a local shop.  
  • Large shop - This will be a large shop, typically multiple items in a trolley from a supermarket.  

Volunteers will support by delivering the shopping to the doorstep, or if required, support the person by taking it into their home and helping with unpacking and putting away the shopping.

Volunteers are not permitted to purchase alcohol or tobacco products for the person being supported.   

Healthcare professionals can refer people waiting to be admitted to hospital or those who have just been discharged.  

This activity is available either as a one-off or once a week for a maximum of 6 weeks. All support must be concluded by 8pm, please don’t agree to deliver after this time. 

Volunteers will either receive an urgent/same day support request which is a one off request, if you have put yourself on duty in the GoodSAM app. Or, volunteers can select individual shifts from the activities tab in the App for scheduled activities. This means that someone with a 6 week referral for example, could have a different volunteer each week.

When calling a person to discuss the support required, be mindful that they may have received support from a different volunteer in previous weeks.  

Getting started  

Before your first task 

  1. Please read the information on entering someone's home[7], before you complete a task if you have agreed to doing this with the person before completing the task.  
  2. Please read the lone working guidance[8] which must be followed when completing this activity if entering a person’s home i.e to put the shopping away. 
  3. If you are calling a person you are supporting, 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[9] for Android or #31#[10] for Apple before the person's number or go into your phone's settings. Do not click on the phone number within the task information without editing. You can read more about data protection and confidentiality[11] as well as safeguarding.[12] 
  4. 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. 
  5. 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. Once the task is completed destroy this information, please ensure it is shredded in a confidential manner. 
  6. 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.

Full guidance for using the app can be found in Using the GoodSAM app[13]. 

Activity specific tips 

Contact the person you are supporting  

Call the person and introduce yourself as an NHS and Care Volunteer Responder. 

Agree how you can support them and what date and time will work best, only taking instruction from the person named on the referral.

Call the person to confirm what they need
  • Ask if they need you to do their shopping or collect a pre-paid order.  
  • If you will be doing their shopping, ask them if they have a preferred shop, make a list of what they need or collect it from them beforehand (maximum £60 per visit).  
  • Ask if there are any brands the person requires, or should you still buy the item if their preferred brand is out of stock? Please also check if the person has any dietary requirements.  
  • Volunteers are not permitted to purchase alcohol or tobacco products for the person being supported.  
  • Ask how they would like to pay for the goods. See payment options[14]. This should be arranged before you complete the request. 
  • If you need to collect a voucher, a shopping list, pre-paid card or cash in advance of shopping, arrange a suitable time to go and collect.  
  • Ask the person if they would like you to place the goods into their home or if they would prefer a doorstep delivery.
Complete the request 
  • Go shopping.
  • If you don’t have access to transport and are using public transport or a bike, please ensure expectations are managed with the person being supported as to the weight of goods you can manage at any one time and don’t overload yourself. 
Delivering the items 

When you have agreed to drop off shopping, confirm with the person:  

  • Estimated time of arrival. On arrival, you will knock or ring the doorbell.  
  • All support must be concluded by 8pm, please don’t agree to deliver after this time. 
  • If you have agreed to take the shopping into the home, ask them where they would it placed, or leave the shopping at the front door.  
  • Any receipts, gift card or change that needs to be returned should be returned.  
  • Allow the person to check the receipt matches the amount spent.  

If you experience any difficulties while you’re volunteering or face any circumstances which make you feel uncomfortable, we are here to support you. Please call the Support Team on 0808 196 3382[15]. All concerns will be handled sensitively, and we will work with you to ensure a safe and positive volunteering experience.   

Potential questions you may be asked 

See potential questions you may be asked[16].

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

Skills Bank 

We have a selection of resources in the Skills Bank[17] that may help you with your volunteering. We have linked to the resources that we think would support you with this activity, take some time to look through them to build your confidence.

Page last reviewed: 17 June 2024

Pharmacy – collection/deliver 

Pharmacy aims to support people who are unable to collect a prescription for themselves. Volunteers will typically support by collecting and delivering prescription medication, but it could also be for medical devices, glasses, or hearing aids to individuals. Collecting from a community pharmacy and delivering to the person’s home address.   

All collection locations must be within the community and not from a secondary healthcare setting i.e. hospital.    

Volunteers may be asked to deliver to the doorstep or, with patient consent, may enter the home address.    

The volunteer support for this activity is available either as a one-off or once a week for a maximum of 6 weeks.   All support must be concluded by 8pm, please don’t agree to deliver after this time.

Getting started 

Before your first task  

  1. Please read the information entering someone's home[7], before you complete a task. 
  2. Please read the lone working guidance[8] which must be followed when completing this activity. 
  3. If you are calling a person you are supporting, 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[9] for Android or #31#[10] for Apple before the person's number or go into your phone's settings. Do not click on the phone number within the task information without editing. You can read more about data protection and confidentiality[11] as well as safeguarding.[12]  
  4. 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. 
  5. 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. Once the task is completed destroy this information, please ensure it is shredded in a confidential manner. 
  6. 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.

Full guidance for using the app can be found in Using the GoodSAM app[13]. 

Activity specific tips 

Arranging the collection

Volunteers should call the person to confirm they are collecting the prescription.  

  • Ask which pharmacy will have the prescribed medication. Ask whether the person pays for their prescriptions or has an exemption or pre-payment certificate. If they do pay, refer to the making paying for a prescription section below.  
  • You may need to provide some personal details to the pharmacy to collect the prescription such as the person’s name and address. Check this information with the person beforehand. Ask the pharmacist to place repeat prescription slip or any owing notes inside the bag and reseal with pharmacy sticker label. Follow any instructions given by the pharmacy team, for example temperature sensitive medicines.  
  • Let the person know what time you are going to collect and drop off the prescription.  
  • If you have agreed to take the goods into the home, ask them where they would like it, or handover at the front door.  
On delivery 
  • All support must be concluded by 8pm, please don’t agree to deliver after this time.  
  • Knock and wait for the person to come to the door. Ask the person for their name and address and check this on the labelling. Do not open the bag.  
  • Only hand the prescription to the person who is named on the package or agreed on the phone call initially with the person being supported.  
  • Pass the prescription to the person on doorstep or place the prescription in the home where agreed beforehand.  
  • Pass on any information provided by the pharmacy or if any owing notes or repeat prescription slips are in the bag.
Important information
  • Protect the person’s confidentiality. When collecting prescriptions, the person may need to provide sensitive information such as details of their prescription. Volunteers must understand the level of confidentiality expected of them, a person’s privacy must be respected at all times.  
  • Some medication may need to be stored in the fridge and you will be told this on collection. It is important to pass this information on to the person.  
  • Any prescriptions that cannot be delivered need to be returned to the pharmacy.  
  • Do not open the prescription bag. If the medication spills or breaks return to the pharmacy.  
  • If the person has a question about the medication, please ask them to contact the pharmacy.  
  • Under no circumstances are volunteers to administer any medication or set up dossette boxes.  
Payment options - Paying for a prescription 
  1. When on the call with the person you are supporting, ask them if they pay for their prescriptions. 
  2. If they do, explain that they will need to call the pharmacy and place an order for their prescription over the phone and make payment. Help them to find out the contact details for the pharmacy if they need support.  
  3. Tell them that you will call them back within 10 minutes to check that the payment is confirmed. You will also need to check what time the prescription will be ready for collection. (Remember the person will not have your phone number, as you should always withhold your number. You will have to make all calls to them).  
  4. If the pharmacy will not accept payment over the phone, see payment options[14] or contact the Support Team on 0808 196 3382[15] who will be able to help find a solution.  

If you experience any difficulties while you’re volunteering or face any circumstances which make you feel uncomfortable, we are here to support you. Please call the Support Team on 0808 196 3382[15]. All concerns will be handled sensitively, and we will work with you to ensure a safe and positive volunteering experience.   

Potential questions you may be asked 

See potential questions you may be asked[16].

Skills Bank 

We have a selection of resources in the Skills Bank[17] that may help you with your volunteering. We have linked to the resources that we think would support you with this activity, take some time to look through them to build your confidence.

Page last reviewed: 17 June 2024

Connect – accompany to an activity 

Connect – accompany to an activity aims to improve the health and wellbeing of people receiving support by assisting the person to engage in social and or life activities, hobbies, and pastimes within their community.  

Volunteers will support people to access the community and take part in social activities. This could include:    

  • Aiding people to go out into the community for example for social activities such as walks.    
  • Support to access the local shops or supermarkets to do their own shopping, accompanying them to a local café.   
  • Helping people to join new activities and social groups.   
  • Helping people access public transport and gain confidence in going out.    
  • Enabling the maintenance of connections/relationships by supporting to visit a loved one in hospital or residential care.   

Our volunteers will make a difference by supporting people to participate in activities within the community, but will not replace the work of paid carers or carry out any personal care i.e. supporting people to the toilet, feeding, getting dressed etc. All support must be concluded by 8pm, please don’t agree to any activities after this time.

The people you are supporting may need this support having recently have been discharged from hospital, have a medical condition or illness, recently bereaved, or recently moved to a new area. As a Connect Volunteer you can support people to feel more confident and engage in activities again. You will need to ask the person you are supporting what they would like to do and how they would like to achieve it. 

This activity is available either as a one-off or once a week for a maximum of 6 weeks and will take place in the person’s local community. 

Or volunteers can select individual shifts from the activities tab in the app for scheduled activities. This means that someone with a 6 week referral for example, could have a different volunteer each week.

You are not permitted to enter the home of the person you are supporting. Please see In Home Support[27] if this is required.

Getting started 

Before your first task  

  1. Please read the lone working guide[8]. It is really important that you familiarise yourself with the process as all volunteers participating in Connect must follow this process. You must also read the information for entering someone's home[7].
  2. If you are calling a person you are supporting, 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[9] for Android or #31#[28] for Apple before the person's number or go into your phone's settings. Do not click on the phone number within the task information without editing. You can read more about data protection and confidentiality[11] as well as safeguarding.[12] 
  3. 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. 
  4. 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. Once the task is completed destroy this information, please ensure it is shredded in a confidential manner. 
  5. 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.

Full guidance for using the app can be found in using the GoodSAM app[13]. 

Activity specific tips 

Acceptable activities – to be completed together 

  • Supporting to access activities in the community e.g., going for a walk, visiting a library, social group or lunch club.  
  • Support to access the local shops or supermarkets to do their own shopping, accompanying them to a local café. 
  • Support to use public transport e.g. finding and using the local bus routes.  
  • Support to maintain relationships by supporting people to visit a loved one in hospital or residential care. 

Activities that are not acceptable  

  • Being a collection and delivery service.
  • Collecting and dropping to personal appointments. 

Volunteers may be required to accompany a person to do their shopping or going for a walk, or even with support finding or attending a social group in the community. You may be required to support the planning of this including any travel routes or public transport times etc, but the support will always start from the person’s home address.  

Volunteers are welcome to use their own vehicles to transport people to and from activities, however, we want to encourage people to be able to access activities independently in the future, so you may want to encourage use of public transport and support people to use it.  

We advise that volunteers allow a few hours to support and be mindful that it could include travel to and from an activity, as well as the duration of the activity. Support can be provided for a maximum of 4 hours. All support must be concluded by 8pm, please don’t agree to any activities after this time.

Call the person and introduce yourself as a Volunteer Responder and let them know that they have been referred into the programme by a professional.  

If there was any information on the task that you would like to clarify it is best to do this now.  

The person making the request for support should have included details such as if there are any accessibility needs etc.  

Discuss with them how you can support them, the types of social activities they are interested in, and what support they would like to access services in the local community.  The referral should give you an idea of the support that is required, but if you feel their needs don’t match your interests after the initial conversation, be honest with the person and tell them that you will pass the task onto another volunteer.  

Remember when supporting in the community there is a maximum time of 4 hours, and you must complete all activities before 8pm. 

If you have contacted the person to arrange a visit and feel unwell, please cancel your visit by letting the person know and ringing our Support Team, they may be able to arrange for another volunteer to attend. It is really important you do not attend if feeling unwell as the person may have a weakened immune system.  

We don’t want volunteers to be out of pocket for taking part in any social clubs/activities with the people you are supporting so remember to check out the expenses policy and guides to see what expenses you can claim for[29] when doing this activity.  

If you experience any difficulties while you’re volunteering or face any circumstances which make you feel uncomfortable, we are here to support you. Please call the Support Team on 0808 196 3382[15]. All concerns will be handled sensitively, and we will work with you to ensure a safe and positive volunteering experience. 

Potential questions you may be asked 

Would you like to come in the house to wait before we leave/come in for a drink when we get back?

This activity does not allow for you to enter a person’s home, politely decline and explain the reason why. 

See other potential questions you may be asked[16].

Skills Bank 

We have a selection of resources in the Skills Bank[17] that may help you with your volunteering. We have linked to the resources that we think would support you with this activity, take some time to look through them to build your confidence. 

Page last reviewed: 17 June 2024

Links

  • [1] /guides/community-response/shopping
  • [2] /guides/community-response/pharmacy
  • [3] /guides/community-response/connect
  • [4] /im-a-volunteer/volunteering-checklist
  • [5] /im-a-volunteer/inclusion/watch-why-equality-diversity-and-inclusion
  • [6] /im-a-volunteer/inclusion
  • [7] /guides/key-information/entering-someones-home
  • [8] /guides/lone-working
  • [9] tel:141
  • [10] Tel:#31#
  • [11] /guides/key-information/data-protection-and-confidentiality
  • [12] /guides/key-information/safeguarding
  • [13] /guides/the-goodsam-app/using-the-goodsam-app
  • [14] /guides/payment-options
  • [15] tel:08081963382
  • [16] /guides/potential-questions-you-may-be-asked
  • [17] /im-a-volunteer/skills-bank
  • [18] /guides/mental-health-and-wellbeing-fact-sheet?d=w4ac62126697446fea2139666f5d492ea&csf=1&web=1&e=5Fh40s
  • [19] /im-a-volunteer/skills-bank/supporting-positive-communication/active-listening
  • [20] /im-a-volunteer/skills-bank/supporting-positive-communication/building-rapport
  • [21] /im-a-volunteer/skills-bank/supporting-volunteer-development/managing-boundaries
  • [22] /guides/mental-health-and-wellbeing-fact-sheet/questions-to-explore-the-5-steps-to-mental-wellbeing
  • [23] /guides/dementia-fact-sheet
  • [24] /im-a-volunteer/skills-bank/supporting-disabilities-and-neurodiversity/neurodiversity
  • [25] /im-a-volunteer/skills-bank/supporting-mental-health-and-wellbeing
  • [26] /im-a-volunteer/skills-bank/supporting-mental-health-and-wellbeing/supporting-people-who-are-experiencing-severe-distress
  • [27] /guides/in-home-support
  • [28] Link:#31#
  • [29] https://www.concur.co.uk/rvs