A quick guide to becoming a successful call companion
Before the call
- Take time to prepare yourself for the call and try to relax
- Find a quiet place free from distractions to make the call
- Make sure you can’t be overheard and anyone in the immediate vicinity knows not to disturb you if possible
- Have the information about the older person to hand
During the call
- Try to put the older person at ease and allow them time to get comfortable
- Make sure the call time is appropriate for both of you
- If they appear angry or upset, ask if they’re OK to talk or if they’d prefer to talk another time
- Try not to get distracted: focus on the conversation with your match
- Don’t be afraid of silences – sometimes people need time
- Respect and care for the older person. View the conversation as a privilege
- Chat about current issues: use open questions to get the conversation going
- Allow the older person to set the pace and to tell their story in their way
How to listen carefully
- Be attentive and fully present
- Keep an open mind
- Listen to the words and try to picture what the speaker is saying
- Try not to interrupt or impose your ‘solutions’
- Wait for the speaker to pause to ask clarifying questions
- Ask questions only to ensure understanding
- Try to feel what the speaker is feeling
- Don’t just listen to the words; think about tone of voice, for example
- Repeat back what the caller has said to be clear you’ve understood
At the end of each call, check you have the date and time for the next call!
After the call
- Take time to reflect on how it went; how it made you feel
- What might you do differently next time and what went well?
- Make note of a few key points of discussion to assist you with your next phone call
- If you’re left worrying about the call and feel it didn’t go well, please speak to your Re-engage staff contact
- Remember to make a note of the date and time of the call
What to say…
We know that calling someone new can be a bit nerve-wracking and it’s likely the conversation won’t always flow. Here are a few prompts to get the conversation started and, when it’s time, to end the call.
Opening the call:
“My name is xxxxxx and I’m a volunteer with Re-engage.”
“This is a call to find out how you’re doing.”
Getting the conversation going:
“What are some of the things that make you laugh/smile/happy?”
“How do you usually like to spend your time?”
Ending the call:
“I’ve got a few other people to call just now so let’s pick this up the next time we speak. If you would like some help with [xxxx] before then remember you could call [xxxx]”
Additional resources
Good practice guidelines
As a call companion, it’s important to remember that your role is not to give advice or make decisions for the older person. And you don‘t need to be able to solve all their problems. Understanding the scope of your role and not going beyond this is key.
By maintaining proper boundaries you’re making sure that you and the older person have the same expectations of the service. It also ensures the protection and safety of both parties. Your role is to provide company - you can support the older person to find their own solutions to their problems or signpost them to where they can find specialist help, advice or support.
To see Re-engage boundaries guidelines, please click on the following link:
As a call companion, it’s crucial that you don’t share any personal information about the older person you call with anyone outside Re-engage. And please respect their privacy and make sure you can‘t be overheard during your calls.
At the same time, it’s also important you protect yourself by not sharing your own personal information with them or adding them as a friend on social media.
Over time, it’s likely you’ll get to know the older person you call very well and they may tell you some very personal details about their life. Please keep this information confidential unless they disclose something you feel worried about, particularly anything that could cause serious harm, either to themselves or others.
In this case you should talk to your Re-engage staff contact as soon as possible.
To see the Re-engage Safeguarding Policy, please click the following link: