Problem solving
We know that volunteers may occasionally face some challenges when volunteering, here are some top tips for effective problem solving.
Common challenges
- Payment options – not everyone we support has easy access to cash and may need some support with other payment options
- Language barriers may cause some challenges when trying to arrange shopping or medication collection.
- People may want you to collect something or need assistance outside of the boundaries of the programme
- People may disclose something of concern.
Keep calm – don’t panic!
It’s important not to panic or rush into making quick decisions when faced with a significant problem. Take some time to think about the problem and the options that are available to you. You might find it helpful to chat through your thinking with someone, so call the Support Team on 0808 196 3382. Please don’t discuss personal or sensitive information with another person remembering that all information stays safe and confidential inline with the Data Protection Act 2018.
Break it down
It can also be helpful to break down the problem into its component parts and to identify some next actions to help you tackle each aspect of it. For example, if someone isn’t answering the door when you arrive with their goods, your actions might include, trying to call the person you are supporting, checking with a neighbour to see if the person has gone out, checking through windows if possible, to see the person isn’t in any danger and then contacting the support team for advice.
Avoid jumping to conclusions
Although it can be tempting to do so, it’s important not to jump to conclusions when faced with an unexpected problem. No matter how confident you might feel, ensure that you have facts and evidence to support your assumptions before taking any action. For example, why does this person need support.
Consider different perspectives
It’s good practice to consider the problem from a range of different perspectives, particularly those of the individuals who the problem affects. Depending on the situation, this could include people you are supporting, referrers, health professionals or other volunteers. Considering the problem from these different angles can help you identify effective solutions that you may not otherwise have thought of.
Talk about it
It can often be helpful to explain the problem to the Support Team on 0808 196 3382 and discuss the various solutions you’re considering or ask for advice. If you have any concerns or someone you are supporting has disclosed something to you, the Support Team will pass your concerns to either the Problem Solving or Safeguarding Teams who will get in contact with you.
Reflect and evaluate
Once your problem is solved, take some time to reflect on which aspects of your approach worked, and what you would do differently next time. You may be able to apply some of these approaches the next time a problem arises.
