Face to face visiting FAQs
My Link Friend is not answering the door for my previously arranged visit
Check around the house to see if you can spot any signs that someone is at home. Call through the letter box and phone your Link Friend in case they can’t hear the doorbell.
If there is a named neighbour on the profile form, check with them to see if they know where your Link Friend is.
Call the emergency contact to see if they have any information.
Call the Link office to ask for advice.
My Link Friend feels unwell during my visit
If your Link Friend is seriously unwell, please call 999 immediately to get emergency medical assistance. Then call your Link Friends emergency contact to let them know what has happened, and the Link office so we can support you and follow up with your Link Friend’s family
If your Link Friend is unwell, but it is not an emergency, encourage them to call their GP for a phone consultation, or offer to do this for them. Remember to also call the Link office and, if appropriate, the Link Friends emergency contact to let them know your concern.
Strokes are common in older people and can sometimes be missed. If your Link Friend seems unwell the details below may help you recognise the signs of a stroke:
Facial weakness: can they smile? Has their mouth or eye drooped?
Arm weakness: can they raise both arms?
Speech problems: can they speak clearly and understand what you say? Time to call 999: please act promptly and call for help immediately.
What do I do if my Link Friend has a fall in front of me
DO NOT MOVE THEM. This could cause further injury to them or yourself.
Call 999 and the emergency services will advise the best course of action.
Call the Link Friend’s emergency contact and call the Link office so we can support you and your Link Friend.
My Link Friend wants to give me a gift
Occasionally Link Friends want to give a gift to their volunteer, especially for birthdays or at Christmas. Some volunteers wish to give gifts too! A one-off small gift up to the value of £10 is acceptable, as declining it could cause offence. However please discourage regular or excessive gifts. If your Link Friend insists you take something of a higher value, please call the Link office to declare it.
Link Volunteers will should not benefit financially from their Link Friend at any time either during or after their official link up ends.
My Link Friend has asked me to buy them something
We encourage you to avoid purchasing items for your Link Friend or taking money from them for any purpose. If you find you need to, please ensure that you use the receipt slips in this book to document any money taken, purchases made, and change given. Please ask your Link Friend to sign these receipts and keep them for your records. This is to protect you from any accusations of financial impropriety and help promote a trusting and professional relationship.
My Link Friend has asked me to help them with their banking or online accounts
To protect yourself and to protect your Link Friend you must not be put in the position where you know your Link Friends bank details, especially their PIN number, or any online account details e.g. passwords. If your Link Friend asks you to help them with anything that involves you knowing this type of information, please advise them you are not able to help and contact the Link office.
I want to take my Link Friend out in my car
Before you can do this, please contact your car insurance company to let them know the extent and nature of your voluntary work. This is to ensure you are covered if you have an accident whilst your Link Friend is with you. Most insurance companies are happy to make a note of this on their system. It should not cost you any more money as you are a volunteer. You can use the enclosed template letter to confirm these details in writing to your insurance company and request written confirmation of cover from them. Please also ensure that you have considered the following:
How is your Link Friends mobility? Do you know which mobility aids they need outside of their home if they need any.
Have they practised getting in and out of your car independently?
Have they got a blue badge (for disabled parking) and will this be available for you to use?
Will they be able to manage their own money when you are out? Who will pay for what? It’s a great idea to chat about this before you go out, rather than at the till!
Have you been to the location before? Are there any hazards you need to be aware of? Use our enclosed mini risk assessment for your location to ensure you have covered all major points. If you haven’t visited the place before, please visit it independently before taking your Link Friend.
Consider how much time your trip will take when going at your Link Friends speed. Ensure you leave enough time that you do not have to rush.
Is there anything that could make your Link Friend anxious about the trip? Chat beforehand to see if they are worried about any aspect of going out. Look out for signs of anxiety whilst you are out and offer to take them home or go somewhere else if they look unsure.
Before you leave the house, check your Link Friend has got their door keys, money, appropriate mobility aid and clothing, and a smile!