Volunteers Daily Return Form

Please enter the date of the session you are reporting upon. The format should be, for example, Wednesday 16th June 2021.

About your calls and volunteering shift

Calls actually connected today with users you engaged with. Do not include hang ups.
This week means Monday to Sunday inclusive and should be the TOTAL shifts including any additional ones to your original schedule that you have assigned yourself to.

About Your Callers (Today Only)

NEVER combine data from more than 1 shift.
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 applies 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 applies to the whole of the week.
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.
Please list each number that hung up on you and how many times this happened with each number.
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 EVERY 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
I/R Caller 2
I/R Caller 3
I/R Caller 4
I/R Caller 5
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.
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
I/R Caller 2
I/R Caller 3
I/R Caller 4
I/R Caller 5
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
Explain you had a duty of care to call 999
Use the measure of 1-5 to ascertain immediate risk level
Instruct them to call 999 immediately
If they would not call 999 themselves, did you offer to call for them?
Ask them for information you needed to call 999?
Advise them you could not call 999 without personal information?
If they refused to give information, did you tell them that they must call 999 themselves as you could not
Ask if they had already started harming themselves, or someone else was harming/being harmed?
How they were, or planned to, harm themselves or others
If there are children at the same address?
Ask if they had ingested drugs and/or alcohol including prescribed drugs?
Their age, name, date of birth and full address
If their property was accessible?
Ask if they are under the care of mental health services and/or their GP?
Have a specific mental health diagnosis?
Ask if they have attempted to take their life before and when this was?
Ask them if they are alone or if there is someone who can come and sit with them until help arrives
Ask them, in the event of an overdose, what they have taken, when, and how much
If they are outside of their home, where are they going to and what do they intend to do once there
Get location details - If they are outside of their home and a suicide attempt could endanger others, 999 will need location details
If neither they, nor yourself, could call 999, and you had information, did you text on call admin to do the call for you?
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.
YesNo
Give responders ALL personal details of your caller (or as much detail as you had)
Give responders information about drug or alcohol mis-use
Advise responders if the caller had already started harming themselves or someone else & the nature of the harm
Advise the responders of any children in the property
Give a synopsis of the situation
Advise responders of any special property access codes/information
Advise responders your are from SOS Charity, number 1175795
Advise responders you are exercising your duty of care & consent has not necessarily been obtained
Pass on any other information you felt might be useful
In respect of minor's calls, ask the responders to ensure a MASH referral is made to the relevant authority. (This is their responsibility, not ours)
Advise you could not call your service user back and the responders must do it themselves (if you were asked)
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.
Do NOT combine information about multiple calls. Do NOT combine data from other shifts. You MUST 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)
Minors (female)
Minors (Male)
Minors (Gender Neutral)
Minors (LGBTQ+)
Adults (male)
Adults (female)
Adults (Gender Neutral)
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.
If you had to call 999, tell us about your experience with them Please state if it was police, ambulance, fire. How co-operative were they? Tell us anything you like. If an area was particularly good or particularly difficult please tell us which area they covered, eg, Kent, Hampshire, West Midlands etc

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 2
Call 3
Call 4
Call 5
Call 6
Call 7
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
Personal emails or calls to check on you
Feedback from users or trainers
Responses to concerns/queries
Requests to have a break during a session if you've had a difficult call
How to navigate & use 3R
Guidance & info documents
Group discussions
Tips & ideas from other volunteers
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 must complete the Nimvelo issue feedback form also. If you had no issues, please type NA
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