Emergency VPP procedure

1.             Scope

The purpose of this document is to provide guidance and information to fundraising staff members, for high risk situations involving vulnerable individuals. There are various scenarios where this guidance should be used, alongside staff to using their best judgement to put the individual’s needs first. This ensures appropriate care and measures are put in place. 

Scenarios include:

  1. Threats of suicide – occasionally we encounter individuals who indicate they are suicidal. Staff or those working on our behalf are trained that if they believe there is an immediate risk that a customer may harm themselves they must take prompt action. 
  2. Individuals at risk of domestic violence – if an individual notifies us that their domestic circumstances are hostile we can recommend additional safeguards that can be put in place on their VIKI record, with their permission.
  3. Refugees – If we are notified that a particular site is a refuge or safe-house, there are a number of steps we can put in place to ensure any contact with that site is appropriately managed.

This document does not cover how a staff member would give advice on an individual’s mental health or give professional guidance, as our fundraising staff are not trained to handle these conversations. However, all staff are responsible to ensure they apply their safeguarding responsibilities by assessing risk and/or harm, and reporting these where necessary. Where possible we will signpost individuals to other services that are trained and equipped to give professional advice and support, or if unsure, seek advice form the safeguarding team.

2.             Threats of suicide

High risk - the intent is immediate and the individual is telling you they are going to do this now

The emergency services need to be notified immediately by dialling 999. Tell the operator to disregard the number you are calling from and give details of the individual’s name and address and tell them their intention to harm themselves is immediate. Let the operator take the lead in the call and give any information they require. They will be able to assist the individual from there.

Medium risk – the individual talks about planning to commit suicide in the future, but not does not tell you they are intending to do this soon

Ask the individual if they have spoken to anyone else about how they are feeling, and let them know there is a dedicated helpline for those who need to talk called the Samaritans, offer them the details for this.  

During the call, assess if the individual’s behaviour changes whilst you offer them the above support and if they provide any new information which may put them at high risk of harming themselves. If this happens follow the above guidance for high risk threats of suicide.

If the call continues calmly and the individual is interested in support and advice, refer to section 6 and provide them with further signposted information.

Low risk – the individual mentions in passing they have been feeling low, and at times suicidal

Ask the individual if they have called the Samaritans which is a dedicated helpline for those feeling low, and offer to give them the details for this.  

Let the individual know there are dedicated charities for their situation and if they would like the details, signpost them to the most relevant service detailed in section 6, such as Mind.

3.             Individuals at risk of domestic violence

If an individual discloses to you that they are currently a victim to domestic violence, ask if they are OK to talk first. Keep in mind they may still be living in the situation, their partner may be around, or return anytime, and not be free to talk openly.

If they are fine to talk, ask if they have contacted anyone else about this and use section 6 to signpost them to other services that can help them. Also ask if they have family and/or friends they can seek support from and encourage them to use the helplines provided.

You will need to be receptive to any risk factors to the individual, including if there are any known children. If there are any risk factors, or children in the home, or you are worried, and it is safe to do so, let the individual know of your worries and that you will seek further advice. If it is not safe to do so, seek advice from the safeguarding team once the conversation is finished. So long as the conversation is finished sensitively, thank them for their support and ask them if they are in a position to support the charity if they are currently contributing and be respectful if they wish to cancel their support. If the contact is new and we are trying to sign up a new supporter, do not continue to pursue this.

4.             Refugees

If we are notified that a particular site is a refuge or safe-house, we should update VIKI to reflect this. There should be no further contact with the site for the purpose of fundraising. If any information is shared with you that gives you cause for concerns or worries, flag this with your line manager and seek advice from the safeguarding team.

5.             After your conversation with the individual 

Once you have taken the actions outlined in sections 2-4 the instance should be flagged to your line manager immediately. You also need to consider any potential safeguarding considerations and involve the safeguarding team if necessary. Having an interaction like this can be very emotionally demanding and challenging to respond to. It's important that you give yourself time to recover afterwards. Go for a walk, ask to walk around the block with your manager and talk it out or go and sit in a quiet area for 10 minutes to centre yourself again. Try not to replay the conversation and find gaps or holes in your response, but instead remind yourself that you handled the call as best you could at the time.

 

6.             Signposting to other services

Mental health services

Domestic violence services

  • Call the UK police non-emergency number, 101, if they need support or advice from the police and it's not an emergency.
  • Victim Support give free and confidential help to victims of crime, witnesses, their family and friends on 0808 168 9111.
  • The National Centre for Domestic Violence is an organisation that specialises in providing assistance to obtain emergency injunctions from being further abused. They are contactable by phone on 0800 970 2070
  • If they tell you they identify as gay, lesbian, bisexual or transgender the National LGBT Domestic Abuse Helpline gives free advice and support on 0800 999 5428.
  • If they identify as female, they can call the Women’s Aid Domestic Violence Helpline on 0808 2000 247, 24 hours a day.
  • If they identify as male, they can call the Men’s Advice Line on 0808 801 0327.

Refugee helplines 

  • Asylum Help offer a helpline on 0808 801 0503 (Monday to Friday, 8am to 5.30pm) .
  • Migrant Help give advice and support to vulnerable migrants in the UK on 0808 8000 630.
  • British Red Cross can give urgent or further help on their website for their local area or they can call their main switchboard on 0344 871 11 11.
  • Refugee Action recommend calling Asylum Help on 0808 8000 631 (Monday – Friday: 08:30 – 17:30).
  • Refugee Council or Scottish Refugee Council have a Helpline offering advice, information and signposting for refugees and asylum seekers and for agencies working with them on 0141 248 9799