Call companion training

Training 4: Addressing difficulties

Maintaining boundaries

As a Call Companion volunteer, you represent Re-engage, and the boundaries we put in place are to keep you and the older person you’re matched with safe.

Your role is to:

• Listen with empathy
• Have friendly conversations
• Help them explore their own options
• Alert Re-engage to any concerns or worries

Your role is not to:

• Provide advice or resolve personal problems
• Share personal information, such as addresses or phone numbers
• Provide health care or health information
• Be involved in personal affairs such as managing financial information or legal matters
• Contact social services, care agencies, GPs or others on their behalf – always inform Re-engage of any concerns or support needed
• Accept gifts
• Meet in person
• Keep secrets

If the older person does ask you for advice, rather than tell them what to do, you could offer to talk through with them what they think their options might be and how they feel about each option. In this way, you can help them to find their own solutions or see their own way forward. Please be aware that any advice you give could be seen as advice on behalf of Re-engage and that's not the service we are providing.

Ending calls gently

Some older people may want to keep you on the phone longer than you are able to stay. To close a call:

• Try to open the call by saying how much time you have, for example, “I can’t wait to catch up today, but I do have to go by 7pm”.
• At the end of the call, explain you must go but have enjoyed the conversation, and when you will both next speak.
• Mention their next activity, such as making a cup of tea or having dinner.
• Refer to shared plans, such as a book or TV show to discuss together next week.