COMMUNITY SHIELD SCOTLAND — Template
PHONE TREE / BEFRIENDING CALL SCRIPT
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Volunteer name: _________________  Date: ________  Person called (first name only): ________

BEFORE YOU CALL
[ ] You have consent to call this person
[ ] You have the emergency process if no answer (agreed with organiser)
[ ] You will not give medical, legal or financial advice
[ ] You will not lend money or take keys home unless part of a formal scheme

OPENING
“Hi [name], it’s [your name] from [group]. I’m just phoning for our weekly check-in —
is now an okay time to chat for a few minutes?”

IF BUSY
“No problem — when would be better?” (note time) “Take care.”

FRIENDLY CHECK-IN (choose a few)
• How has your week been?
• Have you been managing with shopping / heating / appointments?
• Is there anything practical you need signposting for? (not promises you can’t keep)
• Are you planning anything nice this week?

IF THEY SEEM LOW
• Listen; don’t rush to fix
• “I’m glad you told me.”
• If urgent risk: follow crisis card (emergency services / NHS24 as appropriate)
• Tell the organiser the same day if you are worried (share facts, not gossip)

CLOSING
“Thanks for chatting. I’ll call again on [day/time] unless we change it. If you need
the group sooner, contact [organiser number]. Take care.”

AFTER THE CALL (private notes — minimal)
Mood/overview (one line): ___________________________________________________
Any practical follow-up for organiser?: _____________________________________
Duration: _____ minutes    No answer?: [ ] left message (if agreed)  [ ] try again

BOUNDARIES REMINDER
You are a friendly volunteer, not social work or a crisis service.