Volunteers Daily Return Form

DAILY Return Form for Phone Support Volunteers
This form is the DAILY return form you have to complete and must be done each DAY that you have covered shifts. Please ensure it is completed and submitted within 48 hours of the shift it refers to. It should be completed per shift, please do not combine entries for more than one shift. If you encounter any problems, please email Lolly.
Please enter the date of the session you are reporting upon. The format should be, for example, Wednesday 16th June 2021.

3. About your calls and volunteering shift

CHANGE TO ORIGINAL QUESTION. WE NEED TO KNOW THE TOTAL NUMBER OF CALLS YOU TOOK TODAY PLEASE, THANKS

7. About Your Callers (Today Only)

NEVER combine data from more than 1 shift.
Please give us as much information as possible, including number, content, name and time.
Include how they felt at the start and end of the call. Did you use a measuring scale at the start and end? Did they offer any further information, such as if they would call again, if they had found it helpful to talk, how they heard about us? Most importantly, ASK them, if appropriate, if they felt you had helped them and tell us, for EACH caller if they felt SOS had changed their day for the better and if we have kept them alive for another day. You should list each caller individually starting with Caller 1 and the relevant information. You should include phone numbers if you have them. AIM: Did we manage to help prevent a suicide?
HANG UPS ONLY PLEASE. It is vital we have this information so we can monitor helpline abuse and misuse. Thank you.
For example, did you recognise any of these to be regular numbers? Thanks
Fill this in for today's shift(s) ONLY. Never combine data from more than 1 shift. You must complete the whole of this form EVERY day you have a shift, even though some of the information requested may apply to the whole of the week. You should clearly list each call. For example, caller 1 - google, caller 2 - word of mouth etc
Never refer someone to another charity who does the same as us. You should only refer on when specialist support is required, for example, a terminally ill patient may wish to speak to Macmillan cancer as an example.
We want to know if people called us because they couldn't get through to any other helpline service.
Please tell us about all your calls today including number and overview. IF you have any minor or IR calls, just list the number and either IR or MNR and complete the relevant section in full.
Use this space to tell us how you feel your calls went. Did you struggle with any of them? Do you have any concerns? If you do not have enough space, please follow up via email to lolly@sossilenceofsuicide.org marked 'Return Sheet Additional Information' Again, clearly list each call, eg, Caller 1 - call went well, Caller 2 - caller was abusive and I had to disconnect

Immediate Risk Calls (Daily Completion)

Fill this in for today's shift(s) ONLY. Never combine data from more than 1 shift. You must complete the whole of this form each day you have a shift, even though some of the information requested may apply to the whole of the week.
YesNoN/A - Select this for rows where Yes and No are not appropriate (eg, you only had 2 I/R calls, not 5, therefore 3 would be N/A)
I/R Caller 1
Yes
No
N/A - Select this for rows where Yes and No are not appropriate (eg, you only had 2 I/R calls, not 5, therefore 3 would be N/A)
I/R Caller 2
Yes
No
N/A - Select this for rows where Yes and No are not appropriate (eg, you only had 2 I/R calls, not 5, therefore 3 would be N/A)
I/R Caller 3
Yes
No
N/A - Select this for rows where Yes and No are not appropriate (eg, you only had 2 I/R calls, not 5, therefore 3 would be N/A)
I/R Caller 4
Yes
No
N/A - Select this for rows where Yes and No are not appropriate (eg, you only had 2 I/R calls, not 5, therefore 3 would be N/A)
I/R Caller 5
Yes
No
N/A - Select this for rows where Yes and No are not appropriate (eg, you only had 2 I/R calls, not 5, therefore 3 would be N/A)
Fill this in for today's shift(s) ONLY. Never combine data from more than 1 shift. You must complete the whole of this form each day you have a shift, even though some of the information requested may apply to the whole of the week. Remember, we should always encourage the caller to hang up and dial 999 themselves so the emergency responders can best assess the situation. However, there will be times when your spot checker or yourself have to do this.
YesNoN/A - Select this for rows where Yes and No are not appropriate (eg, you only had 2 I/R calls, not 5, therefore 3 would be N/A)
I/R Caller 1
Yes
No
N/A - Select this for rows where Yes and No are not appropriate (eg, you only had 2 I/R calls, not 5, therefore 3 would be N/A)
I/R Caller 2
Yes
No
N/A - Select this for rows where Yes and No are not appropriate (eg, you only had 2 I/R calls, not 5, therefore 3 would be N/A)
I/R Caller 3
Yes
No
N/A - Select this for rows where Yes and No are not appropriate (eg, you only had 2 I/R calls, not 5, therefore 3 would be N/A)
I/R Caller 4
Yes
No
N/A - Select this for rows where Yes and No are not appropriate (eg, you only had 2 I/R calls, not 5, therefore 3 would be N/A)
I/R Caller 5
Yes
No
N/A - Select this for rows where Yes and No are not appropriate (eg, you only had 2 I/R calls, not 5, therefore 3 would be N/A)
Fill this in for today's shift(s) ONLY. Never combine data from more than 1 shift. You must complete the whole of this form EVERY day you have a shift, even though some of the information requested may apply to the whole of the week. Remember, we should ALWAYS encourage the caller to hang up and dial 999 themselves so the emergency responders can best assess the situation. However, there will be times when you have to do it for them.
YesNo
Use the measure of 1-5 to ascertain immediate risk level
Yes
No
Explain you had a duty of care to call 999
Yes
No
Discuss the call with your spot checker for guidance
Yes
No
Instruct caller to call 999 immediately
Yes
No
If they would not call 999 themselves, did you say that SOS could do it for them?
Yes
No
Ask them for information you needed to call 999?
Yes
No
Advise them you could not call 999 without personal information?
Yes
No
If they refused to give information, did you tell them that they must call 999 themselves as you could not
Yes
No
Ask if they had already started harming themselves, or someone else was harming/being harmed?
Yes
No
How they were, or planned to, harm themselves or others
Yes
No
If there are children at the same address?
Yes
No
Ask if they had ingested drugs and/or alcohol including prescribed drugs?
Yes
No
Their age, name, date of birth and full address
Yes
No
If their property was accessible?
Yes
No
Ask if they are under the care of mental health services and/or their GP?
Yes
No
Have a specific mental health diagnosis?
Yes
No
Ask if they have attempted to take their life before and when this was?
Yes
No
Ask them if they are alone or if there is someone who can come and sit with them until help arrives
Yes
No
Ask them, in the event of an overdose, what they have taken, when, and how much
Yes
No
If they are outside of their home, where are they going to and what do they intend to do once there
Yes
No
Get location details - If they are outside of their home and a suicide attempt could endanger others, 999 will need location details
Yes
No
If they wouldn't call 999, did you pass the info to your SC to dial for you?
Yes
No
Did you have their phone number, or did they refuse to give it to you if they called from a withheld number?
Yes
No
Fill this in for today's shift(s) ONLY. Never combine data from more than 1 shift. You must complete the whole of this form EVERY day you have a shift, even though some of the information requested may apply to the whole of the week. Remember, we should ALWAYS encourage the caller to hang up and dial 999 themselves so the emergency responders can best assess the situation. However, there will be times when you have to do it for them. This question is about what you ASKED only, not what they told you and not what the outcome was. Your s/c should always make the 999 call for you so please make sure you give them as much information as possible
YesNo
Give s/c ALL personal details of your caller (or as much detail as you had) including address, phone number, name and age
Yes
No
Give s/c information about drug or alcohol mis-use
Yes
No
Advise s/c if the caller had already started harming themselves or someone else & the nature of the harm
Yes
No
Advise the s/c of any children in the property
Yes
No
Give a synopsis of the situation
Yes
No
Advise s/c of any special property access codes/information
Yes
No
Advise s/c your are from SOS Charity, number 1175795
Yes
No
Advise s/c you are exercising your duty of care & consent has not necessarily been obtained
Yes
No
Pass on any other information you felt might be useful
Yes
No
In respect of minor's calls, ask the s/c to ensure a MASH referral is made to the relevant authority. (This is their responsibility, not ours)
Yes
No
Advise you could not call your service user back and the responders must do it themselves (if you were asked)
Yes
No
SC's are now responsible for making 999 calls. However, they must have all the information needed from yourselves in the first instance. Does not apply Sat/Sun afternoons where no spot check available and front liners must make their own 999 calls, thanks
Do not combine information about multiple calls. Do not combine data from other shifts. You should list the caller's name, if known, time of call, phone number, whether they, or you, called emergency services, whether or not they were a minor, any communication with emergency services and a full detailed narrative of what happened, including the nature of the immediate risk and if it was your caller or someone they were threatening who was at risk.
123456None
Minors (up to 18 years of age)
1
2
3
4
5
6
None
Minors (female)
1
2
3
4
5
6
None
Minors (Male)
1
2
3
4
5
6
None
Minors (Gender Neutral)
1
2
3
4
5
6
None
Minors (LGBTQ+)
1
2
3
4
5
6
None
Adults (male)
1
2
3
4
5
6
None
Adults (female)
1
2
3
4
5
6
None
Adults (Gender Neutral)
1
2
3
4
5
6
None
Fill this in for today's shift(s) only. Never combine data from more than 1 shift. You must complete the whole of this form EVERY day you have a shift, even though some of the information requested may apply to the whole of the week.
Only for Sat/Sunday afternoons only

27.Calls from Minors

Fill this in for today's shift(s) ONLY. Never combine data from more than 1 shift. You must complete the whole of this form EVERY day you have a shift, even though some of the information requested may apply to the whole of the week.
Fill this in for today's shift(s) only. Never combine data from more than 1 shift. You must complete the whole of this form EVERY day you have a shift, even though some of the information requested may apply to the whole of the week.
FOR MINORS ONLY. Remember, we do need consent to send in a mash form outside of a 999 situation. Where 999 are involved, you must ask them to do a MASH referral to family services. You should ALWAYS upload your mash form via this form, as well as send a copy via email to Lolly. You should NEVER submit the mash form to the local authority yourself.
Click or drag files to this area to upload. You can upload up to 5 files.
Please upload any MASH forms you've completed TODAY. You must also send a copy via email to Lolly who will process them
You should only offer to speak to parents where you are 100 per cent certain that the parents are not part of the young person's problems and that parents pose NO risk to the young person concerned. If in doubt, do not offer to speak to them. Fill this in for today's shift(s) only. Never combine data from more than 1 shift. You must complete the whole of this form EVERY day you have a shift, even though some of the information requested may apply to the whole of the week.
Do try to direct minors towards CAMHS via their GP or a teacher as this is correct practise. Fill this in for today's shift(s) ONLY. Never combine data from more than 1 shift. You must complete the whole of this form EVERY day you have a shift, even though some of the information requested may apply to the whole of the week.
Fill this in for today's shift(s) ONLY. Never combine data from more than 1 shift. You must complete the whole of this form EVERY day you have a shift, even though some of the information requested may apply to the whole of the week.
Please select ALL relevant options. Use the 'Type of Abuse' section underneath to tell us anything else that is relevant to calls from minors. Abuse can take many forms, such as sexual, (including rape) physical or emotional abuse. Neglect can also take many forms, for example, not being fed, having no clothes, having no hot water, being locked in a room, being isolated. If you selected 'Other', please explain in the box below. Fill this in for today's shift(s) ONLY. Never combine data from more than 1 shift. You must complete the whole of this form EVERY day you have a shift, even though some of the information requested may apply to the whole of the week.
Please tell us what types of alleged/suspected abuse and neglect were suffered by Minors you spoke to. Fill this in for today's shift(s) ONLY. Never combine data from more than 1 shift. You must complete the whole of this form EVERY day you have a shift. Please ensure as much info as possible, including phone number, is given.

How Are You?

This section is for you to tell us how you are feeling.
Please select all that apply. Select the final option if there is no negative impact. Thank you
Please tick ALL that apply
Please tick ALL that apply
Call from a minorImmediate RiskAbusive CallerThe caller was not willing to talkThe call was of a sexual natureI found it difficult to end the callOther (Please complete the box below with full details)N/A (You must tick N/A if no other options apply, for example, you only took 1 call, so all others must be N/A
Call 1
Call from a minor
Immediate Risk
Abusive Caller
The caller was not willing to talk
The call was of a sexual nature
I found it difficult to end the call
Other (Please complete the box below with full details)
N/A (You must tick N/A if no other options apply, for example, you only took 1 call, so all others must be N/A
Call 2
Call from a minor
Immediate Risk
Abusive Caller
The caller was not willing to talk
The call was of a sexual nature
I found it difficult to end the call
Other (Please complete the box below with full details)
N/A (You must tick N/A if no other options apply, for example, you only took 1 call, so all others must be N/A
Call 3
Call from a minor
Immediate Risk
Abusive Caller
The caller was not willing to talk
The call was of a sexual nature
I found it difficult to end the call
Other (Please complete the box below with full details)
N/A (You must tick N/A if no other options apply, for example, you only took 1 call, so all others must be N/A
Call 4
Call from a minor
Immediate Risk
Abusive Caller
The caller was not willing to talk
The call was of a sexual nature
I found it difficult to end the call
Other (Please complete the box below with full details)
N/A (You must tick N/A if no other options apply, for example, you only took 1 call, so all others must be N/A
Call 5
Call from a minor
Immediate Risk
Abusive Caller
The caller was not willing to talk
The call was of a sexual nature
I found it difficult to end the call
Other (Please complete the box below with full details)
N/A (You must tick N/A if no other options apply, for example, you only took 1 call, so all others must be N/A
Call 6
Call from a minor
Immediate Risk
Abusive Caller
The caller was not willing to talk
The call was of a sexual nature
I found it difficult to end the call
Other (Please complete the box below with full details)
N/A (You must tick N/A if no other options apply, for example, you only took 1 call, so all others must be N/A
Call 7
Call from a minor
Immediate Risk
Abusive Caller
The caller was not willing to talk
The call was of a sexual nature
I found it difficult to end the call
Other (Please complete the box below with full details)
N/A (You must tick N/A if no other options apply, for example, you only took 1 call, so all others must be N/A
If you have had more than 7 calls that were particularly difficult or stressful during this week, please email Lolly with the details. Remember to include the week ending date, which should always be the Friday. Thank you
Please tick ALL that apply
If your volunteering significantly affects your mental health and your ability to receive calls/emails, you must let Lolly know immediately by email to lolly@sossilenceofsuicide.org . You must also let your GP know. Unless we get a fitness to volunteer letter from your GP, we will remove you indefinitely from the schedule immediately if you consider yourself unable to continue.

General Feedback

Following recent meetings, we have listened to you and implemented the changes you wanted. Please give us your feedback. Thank you.
Very SupportedQuite SupportedNeutralSupport could be betterI don't feel supported at all
Amount of refresher training
Very Supported
Quite Supported
Neutral
Support could be better
I don't feel supported at all
Personal emails or calls to check on you
Very Supported
Quite Supported
Neutral
Support could be better
I don't feel supported at all
Feedback from users or trainers
Very Supported
Quite Supported
Neutral
Support could be better
I don't feel supported at all
Responses to concerns/queries
Very Supported
Quite Supported
Neutral
Support could be better
I don't feel supported at all
Requests to have a break during a session if you've had a difficult call
Very Supported
Quite Supported
Neutral
Support could be better
I don't feel supported at all
How to navigate & use 3R
Very Supported
Quite Supported
Neutral
Support could be better
I don't feel supported at all
Guidance & info documents
Very Supported
Quite Supported
Neutral
Support could be better
I don't feel supported at all
Group discussions
Very Supported
Quite Supported
Neutral
Support could be better
I don't feel supported at all
Tips & ideas from other volunteers
Very Supported
Quite Supported
Neutral
Support could be better
I don't feel supported at all
Spot Checkers
Very Supported
Quite Supported
Neutral
Support could be better
I don't feel supported at all
Please be honest. IF we need to improve to better support you, we will ask to talk with you privately to see what can be done. Please also, always be aware we are a tiny charity and don't have huge resources, but we will always try to do our best by you all. Refresher training means the AMOUNT we offer, regardless of whether or not you choose to participate.
If you had Nimvelo issues, you need to tell us yes or no. You should report these via email to yvette@sossilenceofsuicide.org
You will always be notified on the home page if there are updates to any documents. No home page notifications means you do not need to access documentation unless you want to download something again
From 28/1/23 communication should only be (with the exception of a spot checker intervening in your call (but not listening in) by email
Type yes or no. Your SC will have mailed you, copying in support@sossilenceofsuicide.org to check that you have turned off your voicemail and call waiting, that you are operating on a mobile handset only, that you are not logged into any other device and that your battery is fully charged and you have a good signal
How many interventions were completed on this shift by you, or you and your spot checker? An intervention may be: a) You called 999 for assistance b) You managed to talk someone down from a suicidal state to a more stable, no risk state c)You asked your spot checker to make a 999 call for you You and your frontliner should agree on the TOTAL number of interventions during the shift before completing the form. We will be monitoring our interventions every shift from 14/3/23, thanks all.
Thank you for taking the time to complete this form. If there is anything else you wish to add - comments, queries, questions, suggestions, please note them in this box.
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