Call companion training

Training 5: Reporting issues or concerns

Managing boundaries

While we’ve shared the aims and expectations of the service with the older person you’re matched with, there can be instances where they may inadvertently, or purposefully, ask you to break the boundaries of the service.

This might include:

• Asking you to call more regularly than agreed.
• Asking for advice or to play a part in their legal or financial matters.
• Sharing personal details such as their address or telephone number.
• Keeping a secret.

We know it can sometimes be awkward to say no, but our boundaries are in place to keep everyone safe and within the expectations of the roles laid out. If your older person asks you to do anything outside of your role, please explain that you’re unable to do what they’ve asked, and let Re-engage know if you need help reiterating the boundaries. It might be that the older person is especially lonely, and we can help by connecting them to additional services.

Missed calls

From time to time an older person may miss their pre-arranged call. In most cases, there is a simple explanation for this, from forgetting all about it to being distracted by an unexpected appointment or visitor. However, we understand it can be a worry when they don't pick up the phone as arranged.

This is what you should do.

Make three calls five minutes apart:

1. In the first call, leave a message informing the older person that you’ve called and that you’ll call back in five minutes (if you are able to leave a message).
2. In the second call, leave a message informing the older person that you’ve called and that you’ll call back in five minutes (if able to leave a message).
3. In the third call, leave a message asking them to call Re-engage on 0800 716 543 and then contact the Re-engage team by emailing knowledge@reengage.org.uk (office hours 9am-5pm Monday to Friday) to let them know what has happened.

One of the Re-engage team will try to contact the older person the following day and will keep you updated if we’ve been able to speak to the older person. If we’re still unable to reach the older person, we’ll ask you to try them again the following week and to update us.

If the older person misses their call the following week, the Call Companion volunteer and Re-engage should follow the above process again. Should attempts to contact the older person still be unsuccessful for a second week, you should contact the Re-engage team again by emailing knowledge@reengage.org.uk (office hours 9am-5pm Monday to Friday).

The Re-engage team will then attempt to get in touch with the individual and use any additional contact information held to gain an update.

Lack of engagement

Many of the older people in our services may be out of the habit of talking to someone regularly. They may feel they’ve little to contribute, and their responses may be short or conversation feel a little one-sided. Please do try to persevere – trust and relationships can take time, and you might be someone’s only social interaction of the week. Though conversation might feel challenging, they may find your call invaluable.

If you’re concerned the older person isn’t enjoying the service, please get in touch.

Handling difficult conversations

Some calls may involve upsetting topics, or the older person may be distressed or vulnerable. You can help by:

• Listening without rushing to “fix” things.
• Avoiding clichés like “look on the bright side”.
• Using open, supportive prompts – “It’s OK, take your time”, “How long have you felt this way?”, or “What’s been helping you cope?”

Empathy comes from tone, pace, and allowing silences. Your listening can help them process feelings they may have never shared before.

If anything an older person shares causes worry or alarm and means they may be at risk of abuse or neglect, you should let them know you will inform Re-engage, and a member of staff will investigate the matter.

Emotional impact

It can be tough to regularly speak with someone who is feeling low or going through a difficult time. Hearing about ill health or low mood can in turn leave you feeling low. It’s important to recognise your feelings and employ these practical tips to look after your own wellbeing:

• Debrief – if a call leaves you feeling sad or unsure, speak to a member of the team about the call.
• Remember your boundaries – remind yourself of the purpose of your role, the value you bring by making a regular call and that you cannot “fix” their problems.
• Decompress – do something after a phone call that helps you to relax or that brings you joy, such as going on a walk or listening to uplifting music.

We’re here to look after you, as well as the older person you’re matched with. Please reach out to Re-engage if you’re finding your calls challenging.

Disagreement and discrimination

You might find you don’t share the same views or interests as your match, which is perfectly normal, and it can be a really rewarding thing to connect with someone who is different to yourself. If you find yourselves disagreeing, it’s important to do so respectfully and avoiding arguments or debate – the purpose of the service is to connect rather than persuade. Try to listen without judgment and appreciate your differences.

If conversation becomes intense, it’s ok to say “I can see we’ve got different feelings about this, shall we talk about something else?”

Nevertheless, if conversation becomes particularly challenging and you encounter comments that are racist, sexist, homophobic or discriminatory, it’s important to challenge these comments and let Re-engage know.

Try to:

• Remain calm and avoid the conversation escalating.
• If you’re able to, explain that you’re not comfortable with the comments / language used and that you’d like to talk about something else.
• Don’t tolerate abuse – it’s ok to end a phone call abruptly if you’re on the receiving end of derogatory or discriminatory comments. Simply say “I’m afraid I’m going to have to end our conversation there” and contact Re-engage for support..

Changes in circumstances, mood or health

Naturally, working with older people can mean their circumstances are changeable. They may suffer from ill health, a new diagnosis, cognitive decline, low mood or a change in their mental health.

It’s important that you’re attentive to these changes and respond to them with kindness and patience.

This might look like:

• Being tearful or distressed on the phone.
• Statements such as “I don’t want to be here anymore” or “I can’t go on like this”.
• Appearing confused, forgetful or repeating themselves.

Please inform Re-engage if you’re ever worried about the older person you’re matched with, we’re here to help.

In an emergency

If an emergency happens during your call, such as needing to contact the police or an ambulance, press *** on your telephone keypad.

You’ll hear a message that says “You’ve requested the emergency contact details for your Call Companion. Are you sure you wish to hear these details? Press 1 for yes and 2 for no.”

If you press 1, you’ll hear a recorded message with your older person’s contact details which you must then pass to the emergency services by calling 999.

Re-engage will be notified immediately if you press *** and we’ll be in touch as soon as possible within working hours.