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The aim of these Guidelines is to set out best practice to be followed by all Members of the Group (“Volunteers”) The Guidelines aim to promote safe ways of working which protect both Volunteers and those in our community (“vulnerable residents”) who require assistance.

SERVICES OFFERED BY THE GROUP

  • Picking up essential supplies from stores

  • Picking up prescriptions, if your DBS has been sent in with your ID.

  • Posting mail

  • A friendly phone call to help lessen isolation
     

This Group does not provide emergency assistance nor does it operate 24/7
 
MINIMISING THE RISKS OF INFECTION Volunteers should:

  • Follow recommended hand washing guidelines

  • Use plastic bags where possible for cash and receipts (ask your bank for a supply)

  • Wear gloves when delivering shopping and handling cash

  • Never enter residents’ homes even if you are delivering heavy shopping

  • Observe social distancing advice at all times; maintain a safe distance of at least 2 metres

  • Log all communication with Residents including requests for help and telephone contact

  • Help prevent scams by following password and cash handling recommendations
     

SHOPPING AND OTHER ERRANDS & CASH HANDLING

  • When the volunteer receives a call for help from a Resident, s/he logs the request and gives Resident a password

  • If the volunteer cannot her/himself handle the request, volunteer explains to the vulnerable that it will be passed to another Volunteer and the Helper will have the password

  • Check that the vulnerable person is happy that their contact details be given to the other volunteer

  • If the volunteer does not have another volunteer for their allocated road, please contact admin by using the "Request for Help" link, which is pinned in announcements).

  • No-one, especially vulnerable residents must NEVER hand over debit or credit card or PIN numbers to anyone, even our volunteers.

 

DOOR TO DOOR SHOPPING

  • This service is not intended for bulk shopping; a limit of £20 is suggested

  • This Group does not ask for money up front; if volunteers are not able to do this, please enter the details on the "Request for Help" form.

  • Respect the 2-metre recommended distance from vulnerable resident at all times.

  • Suggest vulnerable resident wear gloves when collecting shopping from doorstep and handling cash

  • Agree the request with vulnerable resident preferably in writing (text or email). This is to protect both parties.

  • Explain we do not ask for money up front, so vulnerable resident must either have cash available when shopping is delivered, or a secure online method, eg., PayPal, Monzo, etc.(this is preferred, and maybe managed by a family member of the vulnerable resident is elderly, or has no Internet /method of online payments.

  • Give vulnerable resident a password as ID for your return

  • Run the errand

  • Return with shopping or errand and any receipts

  • Put goods on doorstep. Take photo. Put empty plastic cash bag through letterbox

  • Step back 2 metres

  • ‘Phone vulnerable Resident, give password and say how much is owed

  • Vulnerable resident opens door, collects receipt and puts cash in cash bag on doorstep

  • Take photo of cash on doorstep and sort out any change, maintaining 2m distance, or give details of where the online payments to be sent.

  • Wait for shopping and change to be picked up, say a cheery goodbye and leave

 

CLICK AND COLLECT SHOPPING

  • If asked by the vulnerable resident to collect Click and Collect shopping or other shopping paid for in advance, the volunteer should check that s/he is physically able to collect the order (i.e. has suitable transport), if not fill in the "Request for Help" form.

  • Vulnerable resident orders and pays online

  • Vulnerable resident provides order number to volunteer – ideally by email or text

 

  • Volunteer gives password to vulnerable resident and explains that they will not be able to come into their homes to unpack the shopping

  • Volunteer collects shopping from the collection point

  • Volunteer returns with shopping and any receipt, takes a photo/signs and leaves on the doorstep

  • Volunteer telephones vulnerable resident, giving the password

  • Volunteer steps back 2 metres. Waits for shopping to be picked up. Says a cheery goodbye and leaves.

 

GUIDANCE FOR TELEPHONE CALLS TO REDUCE SOCIAL ISOLATION

  • Telephone/email contact is encouraged to reduce feelings of isolation

  • Be mindful of respecting the vulnerable resident’s contact details

  • Do not give medical or legal advice

  • Just have a normal chat

  • If the vulnerable resident needs specific assistance, please refer to official charities, the Police or other relevant organisations who can provide appropriately trained help

  • If in doubt, always ask for help by using the "Request for Help" form.

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ADVICE TO REASSURE RESIDENTS WHO REQUEST HELP

  • We are aware of scams where people knock on doors and offer shopping help, then take money without providing what they have offered.

  • Please only accept help from people you are familiar with or who can prove who they are. (This is why this Group has a password system and why we share our telephone numbers/ email addresses with vulnerable residents.)

  • Never hand over your bank card, PIN or large sums of cash to anyone on your doorstep.

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FINALLY, ~ On behalf of those vulnerable residents in our community who need your help in these unsettling times, thank you for your kindness. But please remember that health comes first.

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