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FAQs for NHS Volunteer Responders

Concerns whilst volunteering

Please call our Support Team on 0808 196 3382 if you have any concerns.

Can I be tested for coronavirus?

Yes. If you, or someone you live with, has symptoms of coronavirus you are now eligible for coronavirus testing. If your test is positive do not return to volunteering duty until you have self-isolated in line with NHS guidance.


You can apply for a test on the website

I believe the person I am supporting has a mental health condition, what should I do?

There is further information on how to support a person who is living with a mental health condition. If you have concerns about someone you are supporting, or feel that it’s no longer appropriate for you to support them please call the Support Team and let them know on 0808 196 3382.

I have been unable to make contact with an individual, what should I do?

If you attempt to make contact 3 times and are unable to reach the client then press ‘CLIENT DID NOT ANSWER’.The system will recognise if multiple volunteers have selected this button for a task and it will automatically disable the alert to prevent it from circulating to further volunteers and the task will automatically be raised to the Safeguarding Team for investigation.

The person does not know why I’m calling, what should I say?

When a referral is submitted, we ask for the referrer to confirm that the person they’re referring is aware of this. However, there may be circumstances where this has not happened or there is confusion about who is calling. Please explain that whilst your title is NHS Volunteer Responder, you may have been asked to offer support by a local authority or another organisation. Tell the person about the support you have been asked to provide, for example if you have a Community Response alert, explain you can support with shopping or prescriptions etc. If they are still confused or unsure, please contact the Support Team on 0808 196 3382 and we can speak to their referrer.

I am a Community Response Plus Volunteer and have called an isolating person, they seem confused and do not want support?

Please call the Support Team on 0808 196 3382 so we can get in touch with the referrer. Please do not pass your contact details on to the isolating person.

The person I have contacted does not speak English, what do I do?

If you are unable to communicate with the person you have called, you could try to ask if they have a family member/friend you can contact instead. If this is not possible, please contact the Support Team on 0808 196 3382.

Will I receive the COVID-19 vaccine?

Volunteers in patient-facing roles will be vaccinated with other health and social care staff. This is a large group of people and those most are risk will be vaccinated first. We will share further details on the process and timeframes as soon as we have more information.


Print entire guide Page last reviewed: 08 March 2021

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