Guidance for Supervisors

The resources, advice, guidance and training available to operators on this website are also available and applicable to supervisors.

Roles and responsibilities of supervisors

• ensure all volunteers are treated with kindness and respect
• undertake any training required
• understand and familiarise yourself with shared inbox and Ignite phone access
• arrange and hold pre and post shift briefings for operators
• access the Ignite/Mitel phone system and set up a supervisor dashboard
• understand the welfare and safeguarding triage
• receive calls and respond accordingly
• follow up on escalated calls, including complaints
• log all calls in line with procedure, using the appropriate Form