The GoodSAM app

Using the GoodSAM app

1. Now that you have registered as a volunteer, you will need to download the GoodSAM Responder app. Downloading the app will mean you will be able to receive alerts and request for support.

2. To do this, follow the relevant link below and download.

The app will look like this:

GoodSAM app screen grab

3. Open the app and sign in using your email address and the password you set up during the sign-up process. Please note – you do not need to register on the app – only sign in.

Sign in GoodSAM app screen grab

4. You may be prompted to give location access and notifications for the app, please ensure you select ‘Allow’ in order for you to receive alerts/requests to your phone.

Notifications GoodSAM app screen grab

5. Check that you have switched all notifications on under your settings. This may look different depending on the mobile phone you are using.

Apple - Enable notifications

Enable locations GoodSAM app screen grab

Apple - Enable location access

Enable locations GoodSAM app screen grab

Android - Enable notifications

Enable notifications GoodSAM app screen grab

Android - Enable location access

Enable locations GoodSAM app screen grab

6. Set up your profile and familiarise yourself with the app settings.

    1. Put yourself ‘ON DUTY’ - This will ensure that you are alerted when a request for support is near you. Report 'ON DUTY' needs to be toggled to ON for you to recieve any notifications. If you know you are not available to help on specific day toggle this to OFF.
    2. Set up your profile. This is essential as it becomes your identification for the police and for the person you are supporting. Go into the app and click on the 'ME' tab. Tap the circle and upload your photo (this must be a photo of yourself).
Role profile GoodSAM app screen grab

Role profile GoodSAM app screen grab

Note: You must show your ID to the person you are supporting. You should do this at a safe distance. If the person you are supporting requires further verification, you can call their phone number. You can also show the individual a copy of the alert/request for support if they require further identification.

7. When a request for support is raised you will receive an alert. You will have the option to accept or reject the alert.

Accept / reject GoodSAM app screen grab

If you know you are unable to support a request (for example, you have accidentally left your device as ‘ON DUTY’), please reject the alert – this will move to the next volunteer.

Rejecting an alert will not prevent further requests coming through to you, if you know you are not available to support, please toggle to “OFF DUTY” as stated in the guidance above.

8. When you accept an alert you will see the task information. The information will be shown either in the 'chat' tab or the ‘comms’ tab dependent on the phone you are using.

Apple - Chat tab

Task acceptance to chat GoodSAM app screen grab

Android - Comms tab

Communications tab GoodSAM app screen grab

9. Once you have accepted the task, the first part of the message will show what support is required (for example, Community Response). Ensure to check the message to see whether the person has confirmed COVID-19.

GoodSAM app screen grab

Please note that some referrers may request tasks that are incorrect for the support requested. Call the person and explain that you can only carry out what you have been assigned for example, Check In and Chat support.

10. Once you have read through the task information, you can make a decision whether you are going to complete it or not.

Actions tab GoodSAM app screen grab

  • If you do not want to continue with the task then press ‘Pass to another volunteer’.
  •  If you have phoned the person 3 times and were unable to get hold of them, press ‘client did not answer’ this will pass the task to another volunteer. If we have no response again we will pass onto the Safeguarding Team to make contact with the person who needed support.
  •  If you have contacted the person and they have informed you that they do not need any help at this time then press ‘Contacted - no help needed.’
  •  If a person states they no longer need support and want to be removed simply press ‘client wants to be removed’
  •  If you have carried out the task and have completed it then press ‘Contacted – provided help’.

Key points

  •  Once you select any of the above – the task information will disappear.
  •  If you have a task that is waiting to be completed then you will not receive other alerts until this has been completed.

If you accept a request but then find you are unable to complete the task or are unable to support a person with confirmed COVID-19 (information included in alert), please go into the more section of the app and select “PASS TO ANOTHER VOLUNTEER”

GoodSAM app screen grab

Please note: The app is used by other organisations including medical professionals – If you are only signed up as a Volunteer Responder then you will NEVER receive alerts relating to any medical emergencies. 

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Page last reviewed: 08 January 2024