Sandwell Together | Training – March 2024 – September 24

• An introduction – to Sandwell Advocacy and Sandwell Together in particular.
• How it works – what we do when a volunteer approaches us, how we recruit, what happens post recruitment i.e. matching with a particular volunteer and then how we carry out post-match checks with both the volunteer and partner to see that all is going well.  Receipt of updates from the volunteer on the calls followed by periodic monitoring of the calls by us by routine audits.
• The role of a telephone befriender – we stress that they are making a weekly friendly call, but they are not friends i.e. there is no swapping of personal identifying information like surnames and addresses and volunteers are not professionals and are not expected to be mental health trained in any way.
• How to go about the calls – the volunteer must make sure that they are free of distractions and check with the partner that it’s the right time to make a call.  Ask if there’s anything that the partner would like to discuss, ask questions and take an interest in what they are saying.  The volunteer is to remember that it is the partner who will be doing most of the talking.  We also talk about finishing the call and agreeing a time and date for the next call.
• Volunteer Commitment – what is expected from a volunteer?  Namely to regularly report back on calls and let us know if they are unable to make a call.  We ask for an initial commitment of 6 months although recognise that the volunteer may decide not to call at any time.
• Privacy, GDPR and Consent.  It is stressed to volunteers that they should always dial 141 at the front of the partners number and again not swap personal identifying information.  Volunteers are asked to avoid recording information of a personal nature and to destroy any records made confidentially.
• Boundaries – these are discussed for example what boundaries are relevant and why they are needed.  This will include time spent, no swapping of personal identifying information, no visiting etc.  Volunteers are advised that in the very unlikely event that they choose to overstep the agreed boundaries of the ST Service they may not later be supported by Sandwell Advocacy.
• Confidentiality – partners need to be sure that information shared with the volunteer will go no further however there are exceptions to this and instances where the volunteer will be required to breach confidentiality (ideally with the partners consent) i.e. where the partner indicates that either they or someone else is at risk of harm or if the information given relates to the commission of a serious criminal offence.  In such an instance volunteers are instructed to contact Sandwell Advocacy or in an emergency obviously the emergency services.
• Safeguarding – an explanation of what this is, namely to protect a person’s right to live in safety, free from abuse and neglect and also the fact that safeguarding is everyone’s responsibility.  Volunteers are asked to report any concerns to the Volunteer Coordinator or any other member of staff in her absence.
• Listening Skills – we discuss what makes a good listener and how the volunteer communicates that they are listening to the partner.
• Case Scenarios – these are used to establish that the volunteers have understood the training they have received for example we discuss what they would do if the partner says they have no food and asks the volunteer to bring in a bit of shopping for them, what to do if a partner wants to give a volunteer a gift and what to do if a partner says that their daughter has taken £100 out of their account and they didn’t realise until their statement came.
• Sandwell Advocacy’s commitment to the volunteer and the volunteer’s commitment to Sandwell Advocacy and the Sandwell Together role.
• Concludes – asking for any questions and giving the volunteers a huge thank you.

In addition to the above training the Volunteers are given a copy of the Volunteers Handbook to keep which contains a copy of the training slides and all the Volunteer Policies and are asked to read and sign Sandwell Advocacy’s Confidentiality Policy.

Dates and Numbers of Volunteers attending training:

5 March – 3 volunteers trained in the office.

7 May – 1 volunteer trained at home.

7 May – 7 volunteers trained in the office.

21 May – 3 volunteers trained in the office.

5 August – 1 volunteer trained at home.

6 August – 4 volunteers trained in the office.

23 September – 1 volunteer trained at her office (Sandwell Council).

Total 20 volunteers trained.

Breakdown of the evaluation feedback

Out of 20 volunteers trained we have 19 evaluation forms.

The evaluation form asks the following 8 questions in response to which feedback was:

1. How did you find the induction session overall?

Respondents were asked to choose between ‘very useful’, ‘useful’, ‘not very useful’ and ‘not at all useful’.

All 19 volunteers chose ‘very useful’.

• How did you find the length and duration of the induction session?

Respondents were asked to choose between ‘not long enough’, ‘about right’ and ‘too long’.

18 volunteers chose ‘about right’ and 1 chose ‘not long enough’ but then in answer to the later question ‘what if anything do you think could have been improved’ that same volunteer said ‘no improvement necessary’.

• Do you feel that the Induction Session has adequately prepared you for the Telephone Befriender Role?

Respondents were asked to choose between ‘yes’, ‘no’, or ‘not sure’.

All 19 volunteers chose ‘yes’.

• How would you rate the style and presentation of the Induction Session?
• Style

Respondents were asked to choose between ‘too much group work’, not enough group work’, or ‘about or just right’.

18 Volunteers chose ‘about or just right’.

1 volunteer didn’t answer this question since she was trained at home on her own and it therefore wasn’t relevant.

• Presentation

Respondents were asked to choose between ‘very good’, ‘good’, ‘OK’, ‘needs practice’, ‘not very good’.

17 volunteers chose ‘very good’ and 2 chose ‘good’.

• What did you find most useful/enjoyable about the Induction Session?

We had lots of very positive feedback here, including:

• ‘A very instructive and friendly session.  I can’t wait to get started!’
• ‘Everything was explained clearly and understood completely’
• ‘Informal friendly atmosphere’
• ‘Interaction with the group. Information delivered was excellent’
• ‘It told me in easy ‘bites’ what I needed to be able to do the calls’
• ‘Everything – very well organised. Crystal clear information – what to do in all situations etc.’
• ‘It was very informative at the right pace – very relaxed session’
• ‘I enjoyed the whole session – v interactive’
• ‘Small group session was ideal.  We could contribute to questions and answers’
• What if anything do you think could be improved?

All 19 respondents indicated that there was nothing about the course that could be improved with 1 saying ‘nothing it was brilliant’.

• Any other comments?

This section was either left blank or completed with really positive comments for example:

‘Great experience overall’, ‘thank you’, ‘I’m feeling very supported by the Organisation!’ ‘Excellent!’, ‘Onwards and Upwards!!’ and ‘I am looking forward to starting calls soon!’