Guidelines, Application, Discussion Guide, Incident Report
Here are Thrive Together guidelines, focusing on creating meaningful connections while protecting both the volunteer and the person being supported
Core Principles:
Your safety and the safety of the person you are supporting are paramount. Follow all safety guidelines provided by the program.
Focus on the individual’s needs and preferences. Be flexible and adapt your approach accordingly.
Respect the privacy of the individuals you support. Do not share personal information or details of your conversations with others unless there is a concern for their safety or your own (in which case, follow established reporting procedures).
Be punctual for scheduled calls and visits. If you need to reschedule, provide ample notice. Consistency helps build trust.
Maintain a positive and encouraging demeanor. Your presence can be a bright spot in their day.
Maintain appropriate professional boundaries.
Understand that you are providing companionship and support, not a “cure” for loneliness. Your consistent presence and genuine care can make a significant difference.
Phone Call Guidelines:
- Review any background information provided about the individual (while respecting confidentiality).
- Have a general idea of topics you might discuss, but be prepared to follow their lead.
- Ensure you are in a quiet environment free from distractions.
- Giving advice unless specifically trained and authorized to do so.
- Making promises you cannot keep.
- Gossip or sharing personal opinions on sensitive topics that could be divisive.
- Pressuring them to talk if they are not feeling up to it.
- Interrupting frequently.
- Focusing the conversation solely on yourself.
- Introduce yourself clearly and state the purpose of your call.
- Speak clearly and at a moderate pace.
- Be an active listener. Pay attention not just to the words, but also to the tone and any underlying emotions. Ask open-ended questions to encourage conversation (e.g., “How has your week been?”, “What have you been thinking about lately?”).
- Allow for silence. Sometimes people need time to process their thoughts.
- Be patient and understanding if the person is hesitant to talk or expresses negative feelings. Acknowledge their feelings without judgment.
- Offer gentle encouragement and positive reinforcement.
- Respect their wishes if they don’t want to talk about a particular topic.
- Keep calls to a reasonable length, as agreed upon by the program. Be mindful of their energy levels.
- End the call politely and let them know when you will be in touch again (if applicable).
- Document any significant observations or concerns according to program guidelines.
Visit Guidelines:
- Confirm the visit time and date beforehand.
- Know the location and any specific instructions for accessing the property
- Arrive on time.
- Introduce yourself clearly if you haven’t met in person before.
- Be mindful of the person’s physical comfort and any mobility issues.
- Engage in conversation, adapting to their interests and energy levels.
- Offer to engage in light activities if appropriate and welcomed (e.g., reading aloud, playing a simple game, looking at photos).
- Be a good listener and show genuine interest in what they have to say.
- Respect their personal space and belongings.
- Be aware of non-verbal cues.
- Keep visits to a reasonable length, as agreed upon by the program.
- Thank them for their time at the end of the visit and let them know when you will be in touch again (if applicable).
- Document any significant observations or concerns
- Bringing unexpected guests.
- Asking intrusive or overly personal questions.
- Making assumptions about their abilities or needs.
- Doing chores or tasks.
- Lingering too long if they seem tired or uncomfortable.
General Guidelines for Both Phone Calls and Visits:
Remember to take care of your own well-being. Volunteering can be emotionally rewarding but also demanding. Utilize support systems provided by the program and don’t hesitate to reach out if you need assistance.
Be aware of signs that the individual may need additional support (e.g., changes in mood, health decline, expressions of harm to self or others). Follow the program’s procedures for reporting these concerns.
Participate in any ongoing training or support sessions provided by the program. This will help you develop your skills and stay informed.
Familiarize yourself with and adhere to all policies and procedures of the volunteer program.
Acknowledge and appreciate the small positive moments and connections you make.
By following these guidelines, volunteers can provide meaningful support and companionship to individuals experiencing loneliness, fostering connection and making a positive impact on their lives. Remember to emphasize the importance of empathy, respect, and clear boundaries in all interactions.
General Safety Procedures (Applicable to Both Phone and In-Person Interactions):
Know the procedures for reporting emergencies, incidents, or concerns.
If a situation feels unsafe or uncomfortable for any reason, remove yourself from it (in person) or end the interaction (phone). Report your concerns immediately to your program coordinator.
While maintaining the privacy of the individuals you support is crucial, share necessary information about your schedule and planned visits with someone close to you, a designated contact person. Let them know when and where you are going and when you expect to be back.
Protect your own privacy. Do not share your personal address or other sensitive information with the individuals you are supporting.
Pay attention to your environment, both when traveling to visits and during the visits themselves.
Avoid bringing large amounts of cash or expensive jewelry to visits.
If you ever feel directly threatened or unsafe, remove yourself from the situation immediately and contact your program coordinator and, if necessary, local law enforcement (911).
Phone Call Safety Procedures:
Create a phone number for this program or use a meeting program: the program recommends using Teams or Zoom for communication, messages, and calls. This can help protect your personal contact information. (not a requirement).
If a phone conversation becomes inappropriate, aggressive, or makes you feel uncomfortable, politely end the call. You can say something like, “I’m sorry, but I need to end this call now. I will follow up as per program guidelines.”
Immediately report any concerning or inappropriate phone calls to your program coordinator. Provide as much detail as possible.
In-Person Visit Safety Procedures:
Always confirm the scheduled visit with the individual beforehand.
- Plan your route in advance and be aware of the area.
- If driving, ensure your vehicle is in good working order and that you have enough fuel.
- Consider informing someone of your travel route and estimated return time.
- Be mindful of road conditions, especially during inclement weather common to Indiana.
No Home Visits: All visits must be held in a public location.
You may have another person come with you and sit somewhere nearby in the public location.
- Be aware of exits.
- Avoid being alone in isolated areas.
- Do not accept gifts or money from the individuals you are visiting. Refer them to the program if they wish to make a donation.
- Be cautious about pets if you have allergies or concerns.
Excuse yourself politely when it’s time to leave. Ensure the individual is safe and secure before you depart.
Unexpected Situations
Remain calm, listen empathetically, and try to de-escalate the situation. If you feel unsafe, politely end the visit and report the situation immediately. Do not attempt to physically intervene.
Politely end the visit and report this to your program coordinator.
If the individual you are visiting experiences a medical emergency, call 911 immediately (be prepared to give your location). Then, contact your program coordinator. If you have a medical emergency, try to communicate your needs if possible and call for help if you can.
Reporting Incidents
Report any safety concerns, incidents, or uncomfortable situations to your program coordinator immediately, no matter how small they may seem. This helps the program ensure the safety of all volunteers. There is an incident report you will be asked to complete.
Ongoing Safety Awareness
Stay updated on any changes or additions to the program’s safety procedures.
Participate in any safety training sessions offered by the program.
Don’t hesitate to ask your program coordinator any questions or express any concerns you have about your safety.
Volunteer Application – Connecting with Lonely Individuals
Thank you for your interest in making a meaningful difference in the lives of individuals experiencing loneliness in our community. Your willingness to connect with others is greatly appreciated. Please complete this application form thoroughly and honestly.