Al Fidaa Foundation Careline

AL FIDAA POLICIES AND PROCEDURE

CONFIDENTIALITY

All contacts are treated in the strictest of confidence. Throwaway all rough notes made during a call. Do not enter name or surname of caller on report sheet. Do not talk to outsiders about calls received. Do not even discuss it with members of the family. Do not discuss calls with fellow members in public places.

When a caller asks whether the fact that he called will be recorded, or will a report be written;

1. Reflect his concern about confidentiality
2. Remind him that he may remain anonymous
3. Do not lie with the caller by agreeing not to record the call or write a report.
4. If pressed, say that a report is submitted for stats purposes and that no names are mentioned and that the caller is free to terminate the call if this is not acceptable.

Under no circumstances must surnames and phone numbers and addresses of councellors be revealed. Should a caller insist on knowing your name and you are comfortable in divulging your name, a pseudonym can be used.

Do not give any details regarding the roster. If they request to know when a certain councellor will be on duty again, encourage the caller to speak to the councellor on duty or arrange for a face to face.

• HOURS OF OPERATING
• FACE TO FACE COUNCELLING
• WHAT HAPPENS IF YOU DO NOT KNOW HOW TO HANDLE A CALL
• REPORTING FOR DUTY
  The councellor going on line should take the line before scheduled time. At least 15 minutes.
• ROSTERlNG
  Basic duty commitment.
  Note that once you are rostered for a duty, you are responsible for that duty. A list of numbers of all councellors will be given to you so that if you need to swop a duty, you can contact them directly.

TAKING A CALL

1. Open the call with; AL FIDAA, how may I help you.
2. Speak clearly with warmth and understanding you would to a friend not a customer.
3. Record on scrap paper the time of call and take notes on factual and personal information given.
4. Destroy all notes on scrap paper after having written your report.

EVERY CALL MUST BE RECORDED IN STATS. S- Silent call

1- Information call
0- Office call
Other calls to be categorized according to specified categories on the repo~

OBJECTIONAL PEOPLE

Occasionally calls are received from people who are out to annoy with obscene remarks. Try not to react unkind or with annoyance, but make it clear that you see little point in that kind of conversation and to steer it along more constructive lines. Take note of regular callers and do not allow callers to verbally abuse you for their gratification. You are allow to say to an abuser that you are not comfortable with the call and will therefore terminate the call.

PRESS OR MEDIA

No councellor should discuss any matter or give any info or stats to the press. Refer all to office.

REPORT WRITING

1. Write legibly
2. Complete all info on report